Persuading in the Swiss Banking environment

transcript

„Persuading in the Swiss Banking environment“

Swiss Federal Master Diploma in Banking Diploma in Leadership HFW

Privatemarried. 3 children, living in Bern, Switzerland

Professional Experience

SNB, RM & Swiss federal tender

RTC, Project manager

CS, Product manager

NWS, Head of sales training division

BEKB, Head of training department / Vice president

Siegel Human Resource GmbH, Zug - CEO since1996

Siegel Eastern Europe SRL, Bucharest – Pr.VR since2009

Siegel SHR Nordic AB, Stockholm - Pr. VR since 2009

Siegel Pars, Teheran - VR since 2010

Siegel MCAN, Dubai - VR since 2012

Ronald Meier

Some of our customers from the Swiss branch of Siegel

Persuading with Stakeholders & Customers to build on trust in the Swiss Banking environment

BEKB / BCBE with build on trust back to success

- 1990s the disaster / 6'000'000'000.00 of loss

- 2014 one of the most successful Banks in Switzerland

BEKB / BCBE with build on trust back to success

- 1990s the disaster / 6'000'000'000.00 of loss

. Turn arround management

. Paralised Managers

. Bad service

. Demotivated people (customers and staff)

. Angry customers

. Bankers with full of fear (Manager-Jobstress-Customer)

My Job training manager for sales and coaching

. Service test

. Concept

. Topdown Training

. Motivation &. Training for regaining trust of customers (4 Years)

All training results where maesured froman external expert

The result changed dramatically

. The worst service on the Banking place (80 people in Blind-Test)

. Better results

. Beating the competitors

. Best on Banking Place . Competitors started to hire our people (4 Years)

. Most important was – The Success and the trust was back

. It never left the BEKB

The solution was

Consultative communication with ODIR is not the key to solve all your problems in sales but it helps to keep being in the driver seat and build on trust, when dealing with customers.

Observe

successfulcalls

unsuccessfulcalls

What are the differences ?

• Behaviour of the seller• Reactions of the customer

How are successful calls researched ?

Observingbehaviour

separateinto …

I do have problems with our present system.

Our present system is nearly perfect.

I must do something about that as soon as possible.C

I’m not always entirely happy with our system.D

Customer statements

How strong is the need?

I do have problems with our present system.

Our present system is nearly perfect.

I must do something about that as soon as possible.C

I’m not always entirely happy with our system.D

THE STRONGEST

THE WEAKEST

Customer statements

Almost perfect

I’m not always entirely satisfiedI do have difficulties with...

I must do something about that as soon as

possible.

Customer statements

Bank Linth – My example how I got a major deal by using our ODIR-model

- from Holiday to work / from box moving to a concept sale- Bank Lint with success to LGT

Consultative communication with ODIR is not the key to solve all your problems in sales but it helps to keep being in the driver seat and build on trust.

It started with an Phone call

Persuading with Stakeholders & Customers to build on trust in the Swiss Banking environment - He wanted a very specific training- Very concrete – To concrete

Persuading with Stakeholders & Customers to build on trust in the Swiss Banking environment At the meeting we found out:

- They had a loss of turnover about 20 %- marked pressure- shareholder pressure- management pressure

We designed a tailor-made concept based on their needs

Bank Linth is now a successful Member of the LBB Group

Persuading in the Swiss Banking environment

Marketing