This fast-paced webinar 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 selling, 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 customer when it comes to the financial institution's CIP? Lots of questions will be answered for the frontline in this program. Topics will all relate to selling, customer service, and frontline 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 concerning policy, regulations, or procedures. You will want all of your staff to attend this InterAction Training Systems’ workshop.

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
• Convey in customer-friendly language the why’s and how’s associated with policies and regulations
• 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 financial institution

• Growing interest from the regulators regarding compliance concerns
• Risks associated with oversight or ho-hum attitudes when it comes to sales, service and compliance
• Your attitude altitude impacts whether you leave work high or low
• Five things to always do when waiting on a customer
• Five products every customer should have
• Hot regulatory buttons facing the frontline

Honey Shelton, founder of InterAction Training Systems (ITS), has provided training to over a quarter-million professionals. She brings the best of both worlds to her training sessions. From 2004 to 2007, Shelton served as executive vice president of Texas’ second oldest independent bank where she oversaw retail operations, marketing, and training. This enabled her to see up close what is happening in the trenches. Plus, she has the depth of knowledge that comes with 20 years’ experience as one the nation’s leading seminar presenters.

Prior to founding ITS in 1983, Shelton served as vice president of marketing and an executive committee member for a major holding company bank in The Woodlands, Texas. During her 15 years in banking, Shelton began developing a passion for training others to succeed.

As a graduate of the School of Bank Marketing from the University of Colorado, she realizes the value of quality education. Shelton invests time as a faculty member for banking schools around the country. She is a repeat presenter for most of the state bankers associations around the country.

Shelton continues in her own personal pursuit of excellence. She has obtained certification in Reality Therapy from the William Glasser Institute and the Training and Development Certification Program at Texas A&M.

Unlimited playback & materials. If you were unable to attend the regularly scheduled event, but are interested in the topic, you can purchase the recorded version. You will receive a web address for online viewing and an audio CD and handouts for offline viewing.