Bank teller marketing experience 1 Generally speaking, when you are marketing to customers, you should first market yourself, which is reflected in your appearance, manners and self-confidence. Secondly, you should know how to use your professional knowledge for marketing. Finally, you should know how to use your first sentence to observe what customers need you to do. For example, when customers need help, you should help them with your banking knowledge before they can continue marketing. For example, some customers are bored while waiting in line, so you can walk over and have a chat. Remember not to guide customers in the marketing process, and remember to guide customers into your topic, so you have a great chance of success.
1, determine the research objectives.
Through the collection and analysis of customer data, we can find big customers, implement personalized management for big customers, track their services, improve their services in time and maintain their loyalty.
2. Expand information sources.
Multi-channel information sources, such as sales center, telephone, call center, e-mail, website, customer forum, etc. To promote communication between major customers and banks.
3. Information collection of major customers
Collect information from the above sources, mainly including customer personal information such as name, gender, age, occupation, address, telephone number and email address. Including customers' bargaining power, concerns, habits and other purchase history information.
4, big customer information analysis
The analysis of the amount can let the bank know the investment cost of each big customer to the dealer's products or services in the cycle, which is the pillar of all indicators.
1, with advanced business philosophy.
2. Have a good financial reputation.
3. Customers with the largest sales share.
4. Customers with higher gross profit can be provided.
These customers are the objects we should focus on, and we should also concentrate on serving good customers. I have to remind you that big customers are not static. Being our big customer this year does not mean that we will be our big customer next year. Small customers can become our big customers through support.
In addition, big customers play a decisive role in the sales and profits of banks. According to the theory of American marketing scholars Reichhead and Sasser, if a company reduces the customer churn rate by 5%, its profit will increase by 25% to 85%. As Dilbert's Law (80/20 Law) says, 20% of the big customers bring 80% of the profits to the enterprise. So from this perspective, big customers have become the lifeblood of banks, especially small and medium-sized banks. "He who wins big customers wins the world" has always been the knowledge of many banks.
As an ordinary bank counter employee, I am honored to be named "Marketing Star" twice, and I am very grateful. In the long-term counter service and marketing, I have the following experience for your reference.
First, smile
Smile is a sign of self-confidence, a silent language and a friendly message. The counter is the window of the bank. When we greet customers, smiling can bring us closer and create conditions for my next service and marketing.
Second, knowledge and skills.
There is a saying that the difference between people is actually the difference in learning ability. Due to the differences in personal quality, experience and training level, the service level is high or low. Therefore, through study and training, we should master the characteristics of various products and analyze the applicable people, and make personalized recommendations to customers, such as introducing local and foreign currency notice deposits, interest accrual, credit cards and other products to middle and high-end customers, and introducing local and foreign currency integration, debit cards and agency services to ordinary customers. Master the operation rules of various businesses, improve their own ability to analyze and deal with problems, improve service quality, and enhance customer satisfaction and loyalty, so as to retain customers, win their trust and lay the foundation for further marketing.
Third, put yourself in other's shoes and strengthen communication.
It is necessary to establish the idea of "empathy", stand from the customer's point of view, think about what the customer thinks, worry about the customer's urgency, and strengthen communication. We should be the best listeners and listen carefully to the needs of customers. From the customer's point of view, we can provide customers with financial advice that meets their interests in time, so as to realize real communication with customers, provide customers with all-round services, and let customers get more than expected needs by studying abroad.
The above points need to be accumulated in the usual work, and need to be trained and cultivated in the usual work. Because now the bank has transformed into a marketing type, marketing is a process and a goal of our daily work. Only by doing the above steps can our tellers do the last step of serving customers well.
Fourth, targeted and differentiated marketing.
The "28 Rule" in marketing tells us that 80% of the profits of enterprises are created by 20% of customers, while the other 80% of consumers only create 20% of profits. How to tap high-quality customers, retain old customers and strive for new customers is a top priority. Banks have unique advantages. They have a lot of customer information. We can provide differentiated convenience services and support services according to customers' age, gender, occupation, income, education level and other market segments, and achieve quality services according to the different needs of different customers.
When dealing with high-end customers or old customers, if you can take the initiative to greet customers and accurately address them as Mr. or Ms., so as to show your familiarity with customers and make them feel valued, then you can promote new products with the trend, which is believed to get twice the result with half the effort. For another example, for new customers who come into contact with the bank for the first time, we should actively and enthusiastically introduce the types and methods of services, do a good job in customer financial management in time, do every business accurately and quickly, and leave a good impression on customers. Financial cards, credit cards and financial products can be launched. For large foreign exchange customers, or ask them if they live near our bank, so as to do a good job of remittance.
When someone opens an account, we should actively introduce debit cards and recommend our electronic products in due course. When recommending electronic products, we should pay attention to two points: first, for customers who have newly opened electronic products, don't just introduce the purpose of the products at the beginning, because they don't understand and the processing time is limited, they will often refuse. Let them be interested in the products you recommend, such as online shopping, no need to pay the phone bill in the mobile hall, Taobao and so on. After you finish, tell him how to use it, or ask the lobby manager to explain it to him. Grab an electronic product and make one. But as the lifeline of the bank-deposit, people can only be the mainstay. Only by satisfying every customer with our service, serving customers well and retaining customers with our service can we achieve the purpose of retaining deposits. Our counter staff should also learn to distinguish those high-quality customers in different places from those who may be future high-quality customers from the crowd. Of course, it is difficult to do this, because there are no rules to follow. Only through years of work and careful discovery can we gain some experience.
These are some experiences that I have tried my best to find about bank counter marketing through years of counter work as a counter worker.
With expectation, I was lucky enough to attend the 20xx marketing training class. After a week of active participation and dedication, I have made great progress and effective gains in the study of xx management talents development, grassroots financial accounting and related systems, compliance management and legal environment, and how to improve the service skills of agricultural insurance and property insurance. All this can not be achieved without the trust and cultivation of leaders. Without the affirmation of the leader, I wouldn't have the opportunity to participate in such a high-level, high-standard, super-intensive and over-quota promotion class. I would like to express my heartfelt thanks to all the leaders!
The course of the training course is tense and orderly, and the atmosphere of the training course is serious and lively. Looking back on unforgettable days and nights, I gained a lot and was deeply moved. Now I will report my experience of this study to the leaders as follows:
First, attitude determines everything, and thoughts generate power.
From the study manual of the training class, I noticed four words-learning declaration. It says, "I promise to cherish every opportunity with gratitude." To this end, I will devote myself wholeheartedly, think positively, communicate sincerely, be willing to share, sum up carefully and apply what I have learned. I will actively apply what I have learned to work practice, consolidate the learning effect and improve my work skills. I will go all out to study! "From the beginning, I regarded it as my' small alarm clock', reminding me at all times to regard the first correct attitude as the beginning of success and harvest. Milu once said: "Attitude decides everything! "Only by recognizing the necessity and importance of learning from the heart can actions become spontaneous and conscious and produce good and positive results. The one-week course of the training course also effectively proves this point. In the training class, the teacher asked us to seriously think about such a question: how to learn, what we want to learn, and what expectations we have for ourselves after learning. I think we should first make clear our goals, build up confidence, integrate theory with practice, and strictly observe discipline. Start with little things and make steady progress towards big goals. We should not only listen to every class with full enthusiasm and professionalism, but also learn the teaching skills of the lecturer. Interactive style should also communicate with colleagues in various regions and draw more nutrition and inspiration from them. Every colleague is a teacher, and every colleague has a bright spot, which is worth appreciating and learning. How many times can there be such an opportunity in life? Is there any reason not to cherish and work hard? A positive attitude is the fundamental guarantee of progress, and a good attitude itself is a valuable asset. Always pay more than others, always work harder than others, always learn more than others, and always get closer to success. This is one of the feelings that the training class gave me.
Second, develop good habits and reflect the training style.
The so-called success is that success comes naturally. Success is a process of habit. Therefore, the formation of good habits is crucial to success. A person's glory is by no means accidental, nor is it an overnight event, but after years of hard work and ups and downs of life. And that is a good habit that can accompany him all his life. A first-class training style should start with cultivating good habits. There are many details in the training class. For example, in order to ensure the training effect, please design the ringtone of the mobile phone to vibrate or mute; Please strictly abide by the course convention in the course. Keep the surrounding environment clean and tidy, and students are not allowed to smoke in public areas outside the rest room; Dress neatly and pay attention to it, and strictly perform the leave formalities. This fully reflects the good intentions of teachers. An army that comes at the call, can fight when it comes, and can win the war must be an army with good habits, strict discipline and excellent work style. The closed study and training of the training class are tense and enjoyable. Everyone is committed to the pursuit of competition, Excellence and challenges. Integrating old knowledge and learning new skills is the goal. At the same time, I think the cultivation of good habits is also one of the indispensable materials. The formation of good habits is a long and arduous process, and the training course is a good base for promotion and correction, because there are friendly tips and selfless help from the partners in the whole jurisdiction, as well as strict supervision and enthusiastic concern from the teaching teachers. A strong learning atmosphere and environment will undoubtedly improve learning faster and faster.
Third, enrich knowledge education and improve professional skills.
The constant presence of many companies at home and abroad has brought new opportunities to our company, and at the same time, it has also made us face higher challenges. How to strengthen marketing management, how to expand the market quickly and effectively, how to improve and perfect the grass-roots management system, how to improve the overall quality of marketing personnel, how to break through thinking and innovation, etc., have become a series of urgent problems before us. Facts and practice have proved that only through professional training and standardized education to improve the comprehensive quality of front-line supervisors can the core competitiveness of the company's marketing business be improved and the sustained, healthy and stable development of the business be fundamentally guaranteed. From the strategic height of the company's survival and development, enriching marketing knowledge education, upgrading various insurance professional skills training, and learning and absorbing advanced marketing and service concepts at home and abroad are the core requirements of this training course, which is also the fundamental requirement for me to participate in this training course.
The course of the training course is from simple to deep, and it can be realized that it has been carefully studied, arranged and designed by the company leaders and teachers. Especially for the training of MTP management ability development, I really benefited a lot. After Dong Lixu's wonderful speech, I deeply realized my weaknesses in daily management and the gap between principles, and made up for my shortcomings in management by learning management skills and communication skills.
The result of competition is nothing more than survival of the fittest. The market is like a battlefield. It is not enough to have the courage and courage to win the war. Insurance marketing is in a good sailing period, at the same time, the marketing market will also be surging. As a grass-roots insurance manager, in addition to mastering rich knowledge, holding a correct attitude and good habits, practical skills are essential. The improvement of skills must go through a lot of practice and drills, and finally let the market test the feasibility.
Although this training course has ended, the new journey has just begun. I will put the knowledge, attitude, habits and skills I have learned in the training course into the intense and orderly practical work, and with perseverance and serious and rigorous style, I am determined to strive for the brilliant cause of PICC P&C in China for life!
In 2022, I entered Futian Sub-branch of Shenzhen Branch of China xx Bank with longing and pursuit for financial career. Here, I will release the energy of youth and ignite my career dream. In Futian Sub-branch, I worked as the most common teller. Some people may say that ordinary tellers are not professional. No, they can do brilliant work on the counter. Excellence begins with the ordinary, and perfection comes from the earnest. I love this job and regard it as the starting point of my career. As an ICBC employee, especially a front-line employee, I deeply feel the heavy responsibility I shoulder. Counter service is a "civilized window" to show the good service of ICBC system, so I win the trust of customers with full enthusiasm, dedicated service and sincere service every day, bearing in mind the thought of "three hearts" and "five quantities" and positive working attitude. Time flies. It has been a year since I came to Futian Sub-branch. In this short year, my life has undergone tremendous changes. I learned some marketing things from my unfamiliarity with bank teller marketing. Among them, studying abroad also won the trust, care and guidance of the leaders, and my colleagues also helped me patiently, which benefited me a lot and helped me create good results in my career.
In bank teller marketing, I mainly have the following experience:
First, I can learn the operating rules and various system documents of ICBC more actively in my thoughts and work, and master them in time. The dedication and sincerity of my colleagues always infect me. During my work, I was able to consult my colleagues with an open mind, learned a lot of professional knowledge and skills outside books, and realized the importance of teamwork, communication and coordination more deeply, and accumulated a lot of wealth for myself in my future growth. At work, I have a strong sense of professionalism and responsibility. I can work hard, not picky, and seriously implement every job and task assigned by the leader. Pay close attention to market trends every day, study customers under the premise of grasping the objective environment, understand customers' business needs through customer research, strive to satisfy every customer, and safeguard every customer through their own efforts.
Secondly, in terms of skills, I can personally take an active part in training myself. During this year, I always maintained a good working condition, strictly demanded myself by the standards of a qualified ICBC employee, based on my own work, devoted myself to business skills training, and made a contribution to the cause of China Merchants Bank in an ordinary post.
Third, the understanding of the market, in addition to grasping the product itself, we also need to accurately locate it, and we must also have a general understanding of the corresponding market for the product.
Fourth, face-to-face communication with customers. In this process, what I feel most is that while fully understanding the products, we should also fully understand the public psychology, create a relaxed and comfortable conversation atmosphere in communication with customers, listen to their demands extensively, fully understand what they want, how to get it, and the benefits they can bring, answer customers' questions in time and patiently, and recommend suitable products to suitable target customers.
Fifth, be good at using all kinds of favorable time and gaps, actively communicate with customers, communicate with customers more, seize any favorable opportunity, and create favorable marketing opportunities anytime and anywhere.
Sixth, keep a positive working attitude. We have to deal with different customer groups every day, so some details often affect the communication with customers, and even lead customers to reduce their established loyalty to our industry. We should treat customer rejection with a positive attitude, remember not to affect our sales enthusiasm, and analyze the reasons for customer rejection so as to correct and improve it in the future.
Seventh, do a good job in after-sales service, explain in detail the functions of products sold daily to customers, and demonstrate when necessary to improve customers' use of our products and lay a good foundation for recommending other related products to customers in the future.
I believe that opportunities always favor those who are prepared, and lifelong learning can keep innovating. Knowledge makes talents, posts make dreams. There is a career that needs youth and ideals to pursue, and there is a pursuit that requires hard work and hard work. I hope that the ICBC I am engaged in will always be young and magnificent, and will always prosper and develop!
Bank teller marketing tips 5 Now the financial industry is fiercely competitive, and counter marketing has become a normal state in our work. Here are some tips for my usual reverse marketing.
First, dare to speak and speak frequently.
First of all, we should actively communicate with customers and understand their needs. Don't be afraid to refuse marketing. If you dare to speak, you have a chance of success. If you talk often, you will win more chances of success. Don't talk, don't even give yourself a chance to refuse. What are the chances of success? Secondly, we should have the mind and mentality of "magnanimous tolerance of the world" and always laugh at rejection and failure.
Second, combine rigidity with softness.
Softness means selling yourself and products to customers with a smile, patience, honesty and enthusiasm for studying abroad, so that customers feel that they need, like and deserve to buy in a warm and respectful atmosphere. However, I will always keep my passion at work, understand the products, have confidence in my products, and let my products bring benefits to customers and help them solve problems; Therefore, only when we are aware of our products can we be more sensitive and rational to our customers and pry open the door of marketing.
Third, take marketing as fun.
If we are passively marketing under the pressure of product tasks every day, then we will be numb and customers will refuse us mercilessly. Only by admitting this challenge from the heart, actively marketing and infecting every customer with your enthusiasm can we get a great sense of accomplishment from every success, find real happiness in marketing, and turn this happiness into motivation and infect colleagues and customers.
Fourth, marketing should have a good attitude.
First, if you devote yourself wholeheartedly to your environment, you will become the master of the environment, not the victim and eliminator of competition.
Second, we should persist in learning, never too old to learn, constantly update our knowledge and meet new challenges. Pay attention to learning everywhere and learn the marketing skills of colleagues around you for your own use.
Third, persevere, don't be discouraged because of one or two rejections. Failure is the mother of success, and I believe that sunshine always comes after storms. Only by exerting the unremitting marketing spirit can we grow up in constant practice and be invincible.