Strategic Sales Approach

Monday, 28 January 2013

Retail Banking
Khaled Afzal Rahim
Head of Retail Banking Division
NCC Bank Limited

NCC Bank Limited

Retail Banking Division will deliver long-term shareholder

value through focusing on cost effective and efficient
delivery to our customers across all products, services and
channels.

NCC Bank Limited

Evolving
Consumers

Increasingly affluent, with bulging middle

class

The youngest population in the world

Increasing literacy levels

Higher adaptability to technology

Urbanization is a continuing trend

Increasing "consumption" mindset in Major

Cities

NCC Bank Limited

Population by Broad Age Groups

2007

36.30%

0-14

Total Population
in million
NCC Bank Limited

33.60%

59.40%

15-64
65+

2012

4.20%

148.
8

61.60%

4.80%

161.
0
Source: U.S. Census Bureau, International Data Base

Retail Banking
Trends
Banks continue to offer

valued added Products and

Services for customer acquisition and retention

Retail Banking technology is gaining its importance due
to the continued demand
Customer Relationship Management (CRM) is going to
be a mandatory requirement for banks to leverage the
existing relationship
Retail Banking customers are demanding more and
more features and product differentiation
NCC Bank Limited

Retail Banking Trends

cont.
More and more Retail customers in the age group of
15-64 with high saving potential
Alternate delivery channels, channel integration and
single sign on expectation from customers
Branch Banking channels are going to be business
expansion channel than Transaction processing centre
More and more customers are moving out of the Branch
Banking channel to other alternate delivery channels

NCC Bank Limited

Retail Banking Division

@
NCC Bank Limited

NCC Bank Limited

NCC Bank Retail Banking Vision

We shall give our customers best possible service experience each time
they require our banking services. The good customer experiences
shall be created through our attitudes, our behavior, and our
solutions.

NCC Bank Limited

NCC Bank Retail Banking Mission

Banking Choice of the Community

NCC Bank Limited

Developing Your Sales

Strategy
Target and penetrate the most promising and profitable markets and
sectors.
Go to market in the most effective manner.

Refine and maximize your competitive advantage and product & service
differentiation to increase market share and margins.

Increase sales win ratios and shorten sales cycles by refining and aligning
sales and marketing messaging to capitalize on your value proposition and
your competitor's weaknesses.

NCC Bank Limited

Developing Your Sales Strategy

Cont.
Define the most efficient and cost-effective tactics and methods to sell your
company's products and services.
Establish a specific plan to strengthen and enhance lead generation.

Establish comprehensive success metrics and quantitative targets at every

critical level from the number of impressions made to the number of
customers gained.

If you feel there is a realistic chance of getting the account, which strategy
will you use?

NCC Bank Limited

Questions To Help Determine

Strategy
1. Can you interact with or cover each of the decision makers that will
influence the outcome of this sale?

2. Do you have the time and resources necessary to interact?

3. Can you competitively position yourself to overpower the competitor?

4. Do you have sufficient unique selling points to accomplish this sale? Do

you have access to the key decision makers to do this?

NCC Bank Limited

Questions To Help Determine

Strategy
Cont.
5. Can you neutralize the competitor's strengths?
6.

Do you have the capacity to deliver?

7.

If you can't get the whole project, what piece would competitively
advantage you for the next purchase?

8.

How sure are you that you can get this sale?

NCC Bank Limited

Assessing and Minimizing Your Odds to

Win
Self Awareness
Emotional awareness
Accurate self-assessment
Self confidence

Self Regulation
Self control
Trustworthiness
Carefulness
Adaptability
Innovation

Motivation
Achievement drive
Commitment
Initiative
Optimism
NCC Bank Limited

Effective Selling
Techniques
Prospecting
a.
b.
c.
d.
e.
f.

Build relationships
Be persistent
Use a script
Be creative
Communicate your belief in your product
Expect rejection
i.
ii.

Generating Sales Referrals

Qualifying Sales Referrals

Key characteristics of good prospects

1.

A need.

2.

A sufficient budget.

3.

The authority to buy.

NCC Bank Limited

Five Techniques to Distinguish Good Prospects

1.

Is the prospect has ability to be your Client?

2.

Is his need is present requirement or future requirement?

3.

Is the prospect is good enough for your time investment?

4.

Can the prospect be accepted by the Bank Management?

5.

What is the grading mark the prospect got from your

assessments?

NCC Bank Limited

Presentation

Questions
Discovering a prospect's needs can be challenging in the early stages of selling.
Because prospects don't know you they tend to be much more reserved in the
information they provide. Many are not comfortable telling you about their needs,
weaknesses and concerns until some rapport and comfort has been established.

If you really want to give prospects a reason to buy from you, you need to give
them a reason. One of the most effective ways to do this is to ask a few well
thought-out questions to uncover what is important to the prospect.

NCC Bank Limited

Closing
1.

Shows no fear

2.

Not selling just for acquiring a new customer

3.

Never gets down on prospect

4.

Very organized and straightforward in asking for action

5.

Understands the prospect has doubts

6.

Immune to rejection

7.

Avoid all negative influences and distractions

8.

Master closers are competitive yet remarkably stress free

9.

Celebrate your success

NCC Bank Limited

Managing Critical Sales Objections

1.

Start with acknowledgement or empathize to stay connected

2.

Ask clarifying questions and listen as much as possible

3.

Position their response so it is concise and targeted

4.

Check for feedback

5.

Go through the process again if they have not addressed the

concern

NCC Bank Limited

Confidence
1.

Concentrate on the fact that your products & services benefits

lots of people

2.

Tell yourself that whatever cloud you're operating under will soon
pass

3.

Get something minor done, of which you can be proud

4.

Tell yourself, "Every day, in every way, I'm getting better and
better!"

5.

Do something you had not been doing for a long time

NCC Bank Limited

Creative Selling
Techniques
Identifying the Customers Banking Need
Proposing a Customized Solution to Satisfy that Need
Provide Valued Added Customer Service
Assure Customer to Keep Confidentiality
Maintain Long Term Relationship

NCC Bank Limited

Importance of Customer
Service
What
Skills are Needed

Showing Friendliness
Showing Helpfulness
Effective use of Body Language
Having Good Product Knowledge
Develop Listening skills
Showing Courtesy
Develop Effective complaint Handling Skills

NCC Bank Limited

Wrapping up
with

Q&A

NCC Bank Limited