Asia Pacific Centre for Continuing and Professional Development

GROWING INCOME IN
RETAIL & CONSUMER
BANKING
29-30 October 2009 z The Landmark Bangkok, Thailand

Consumers have more choices than ever before when it comes to handling their finances. Many
banks and financial institutions are struggling to find the right mix of retail and commercial strategies,
as well as the optimal way to combine their self-service, online and branch channels. Any institution’s
success in retail and consumer banking demands a continual investment in their business and a close
monitoring of changing trends in technology and customer behaviour.

This 2-day training workshop is designed to provide you with practical understanding and varied skills
that you need in order to succeed in such a dynamic market place for Retail and/or Consumer Banking.
In this programme you will understand what sales process is all about, how to assess customers’
needs and how to present an opportunity in a way that will have the customer look forward to doing
business with you.

Some of the key highlights of the course include:

Get real solutions and revitalise the core of your retail banking business
Convert your visitors into customers
Address common banking problems with the proper anti crisis solutions
Develop strategies to attract mass affluent customers and raise your bank’s profile

This Course aims to make a real impact on the banking experience of your customers!

So SIGN UP TODAY!

Strictly limited seating to ensure value added to all Participants - so book early! Comprehensive course materials will be provided.

Delegates who successfully complete this course will receive the Asia Pacific Centre for Continuing and Professional
Development Certificate for Participation
The course will be run in English.

A division of the Asia Business Forum


WHY YOU
CANNOT MISS THIS COURSE
Upon completion of this course, participants will be
able to:
4 LEARN how to increase sales and revenue in
retail banking
4 UNDERSTAND the needs of the consumer
and how to profitability meet those needs
4 MAKE sense of the coming changes to the
regulatory environment
4 COMPARE which products have been
successful through the different channels
4 ESTABLISH whether your principal channels
to market are the most effective for your
structure
4 INCREASE sales through targeted marketing
using technology
4 ENSURE your brand proposition is effective
and powerful
4 MAKE sense and take advantage of the
technological challenges that impact retail/
consumer banks
4 CREATE a culture of customer service in
order to drive income and client retention
WHO SHOULD ATTEND
This Course is intended for Professionals, Middle
to Senior Managers from Banks and Financial
Institutions, including:
™ Retail Bankers
™ Banking Managers
™ Heads of Retail/Consumer Banks
™ Heads of Branch Networks/Marketing/
Product Management
™ Heads of Channel Distribution, Online
Banking and E-Commerce
™ Sales/Marketing Managers
™ Operations Managers
™ Regulators
™ Researchers/Analysts
IN-HOUSE TRAINING
Why Not Train More People for Less Money?
If you have a team of 6 or more people who need to attend
this training, it is more cost effective to have this Course
customised to your organisation – at your training site.
Savings can be significant!
For more information on our in-house training programme,
please email inhousetraining@abf-asia.com
GROWING INCOME IN RETAI
PROGRAMME AGENDA 29-30 OCTOBER 2009
OVERVIEW ON THE FINANCIAL
SESSION 1
BANKING SYSTEMS
You just cannot ignore what is going on around you. The Financial
systems: Banking, Stock Exchange, Insurance, Investments, Financial
Crisis, etc. This session will discuss captivating insights on:
z The financial crisis and its impact
z Making sense of the crisis
z Understanding the potential regulatory outcomes
z Where growth will come from going forward
CURRENT CHALLENGES FACING RETAIL/
SESSION 2
CONSUMER BANKS
z Retail/consumer banking models post the crisis
z The branch model – Advantages and drawbacks
z Which sites drive revenue and is there a role for loss-leaders?
z ‘Lite-Sites’ and their use
z Global trends and new challenges
SESSION 3 THE INTERNET BANKING MODEL
z Advantages and drawbacks of internet banking
z Getting and keeping customers – Difficulties in ‘online loyalty’
z Suitable products for an internet bank
z Maximising the revenue from internet banking
PRIVATE BANKING AND CONSUMER
SESSION 4
LENDING
z What happens in the private sector banking system
z Private Banking activities
z Types of fee based accounts
z Added value and bundled services
z Revenue versus service – Where are the tipping points?
z Drivers of client retention and profitability
z Alternative approaches used by the leading global players to
drive performance
SESSION 5 THE CALL CENTRE MODEL
z Issues with call centres
z Call centres from the client’s point of view
z Making sure staff are trained to drive revenue
z Make your call centres effective and profitable
ACT NOW! REGISTER TODAY! Call (66 02) 652 0806 or F
AIL & CONSUMER BANKING

9THE LANDMARK BANGKOK, THAILAND ABOUT YOUR COURSE LEADER

MARK ANDERSON is a leading

SESSION 6
STAFFING ISSUES
z Making sure staff are engaged and aware
z What is the front line culture that is needed in a bank
z CRM issues – Do your staff understand the key components?
z Comparisons with other industries
z Problems with performance
z Measuring performance and incentives
SESSION 7 PRODUCTS
z Plain vanilla products versus added-value products
z What new products have been successful/unsuccessful?
z Designing products for the customer rather than the bank
z Driving revenue growth through new product offerings
z Balancing price and experience
z Using knowledge management to increase income
MANAGING YOUR BRAND TO INFLUENCE
SESSION 8
PERFORMANCE
z Understanding the brand proposition
z Designing products for the customer rather than the bank
z Utilising intellectual property and human capital
z What methodologies can be used to advance the brand
perception amongst customers
z What lessons can we learn from successful brands?
z Constituent steps that need focus and attention for improved
results
SESSION 9 SELLING FINANCIAL PRODUCTS
z What are the key triggers points that make clients buy?
z How to make successful cross-selling a reality
z Amalgamating sales channels to increase revenue
z How to ensure repeat sales
8:00am (Day 1) Registration and Coffee/Tea
TIMETABLE
trainer of those working in
the field of financial markets.
His career started in broking
following his graduation from
Queens’ College, Cambridge
University in 1983 and he
became a partner in 1990 having
been Head of Sales Trading and
the leading salesperson in the firm.
He began his training career in 1995 when he
joined BPP Training & Consultancy, building the
investment banking and investment team from
scratch. He developed & delivered courses on
Equities & Equity markets, Investment Banking,
Hedge Funds and Investment Management as
well as running Sales and Marketing courses for
corporate & Investment bankers, hedge fund
managers and service providers.
In 1998, Mark was a co-founder of Banking
& Capital Markets Training developing,
and training financial & soft skills courses -
successful training programmes for many of the
world’s leading banks and financial institutions,
as well as consulting with banks & financial
institutions.
In 2005, he was mandated by a leading global
financial institution to develop and deliver
technical and soft skills courses to 600 staff as
part of a large off-shoring project from Europe
and the US to India. This contract involved over
300 days training in a two year period and was
completed successfully in 2006.
Mark’s last project was to set up a Training
Academy for a large emerging market investment
bank, training staff in CRM and technical skills
as the business experienced high growth. This
involved travelling to Russia and the CIS as well
as more developed financial centres to instil ‘best
practice’ CRM procedures to help with the bank
cope with inevitable market volatility and the
impact that could have on client relationships.
KEY POINTS ABOUT THIS COURSE
This Course will provide participants with an in-
depth focus on retail and consumer banking at both
the strategic and operational levels. By attending

8:30am (Day 2) Coffee/Tea this programme, you can update your skills and
9:00am Programme Commences gain a better understanding of the impact on your
10:30am to 10:45am Morning Refreshment bank’s growth and revenue opportunities, product
12:30pm to 1:30pm Lunch development and customer requirements following
3:00pm to 3:15pm Afternoon Refreshment the global credit crunch issues. You will also learn how
5:00pm End of Programme to implement strategies to enhance cost efficiency
and productivity by creating an environment where
customers buy more of your products and services.
or Fa x (66 02) 652 1533 or Logon to www.abf-asia.com