Pub. 7 2018 Issue 3

Presenter: Honey Shelton, InterAction Training Honey Shelton brings the best of both worlds to her speaking and training engagements. She has 30 plus years of experience as a train- ing and quality improvement con- sultant for banks and banking as- sociations across the country. Her substantial banking background includes spending three years as Executive Vice President/Chief Re- tail Banking Officer with a $1 billion South Texas bank. Nationally recognized as an out- standing speaker, over a half mil- lion bankers have participated in programs Honey has presented. Her depth of knowledge, enthusi- asm, and compelling personality have left a lasting mark on InterAc- tion Training, the firm she founded in 1983 2018 Frontline Fundamentals Sales, Service and Communicating Compliance This fast-paced workshop is all about expertise and performance. Focusing on the key issues the frontline must manage effectively everyday, Frontline Fundamentals, will heighten awareness, teach techniques and provide information concerning sell- ing, service delivery and compliance follow-through. The theme is communicating the right way at the right time with the customer! Can your staff identify what the customers need? Can they provide solutions? Can they resolve issues with difficult or upset customers? Can your staff introduce products and services effectively? Do they know how to convey what is required of the cus- tomer when it comes to the bank’s CIP? Lots of questions will be answered for the frontline in this program. Topics will all relate to selling, customer service, and front- line compliance issues. Learning how to be tactful, professional, and enthusiastic are some of the many highlights of the workshop. Your staff will be more confident and capable of making the most of encounters with the customer whether it’s a sales opportunity, a service request, or a time when an explanation is needed con- cerning policy, regulations, or procedures. You will learn how to:  Stay alert for money laundering scams  Understand the critical pieces to REG CC and BSA for the frontline  Turn a complaint into an opportunity  Manage difficult questions and people like a pro  Quickly identify what products/services are a good match for your customer  Improve your persuasion skills  Master the art of referrals and do your part to increase investments, deposits and loans  Increase your cross-selling ratios and tie the customer to YOUR bank All tellers, teller supervisors, teller trainees, new accounts personnel and all frontline staff should attend this workshop. June 12 - Hays June 13 - Garden City June 14 - Wichita June 19 - Salina June 20 - Chanute June 21 - Topeka These are evening programs Recommended 3.0 hours CPE credit