P E N N S Y L V A N I A   B A N K E R S   A S S O C I A T I O N A Provider of AIB Products Effective Referrals
Course Description: Effective Referrals provides branch or operations personnel with the skills to provide confident and effective referrals. By the end of the course, students will be able to identify sales and service opportunities and use benefits statements to make the referral. Audience: Bank/operations personnel who service client transactions and are in a position to identify referral opportunities. Learning Objectives: After successfully completing this program, you will be able to:   • Describe what customers expect from their bank   • Identify the four steps in the Effective Referral Model   • Identify sales and service referral opportunities   • Match referral opportunities with the appropriate financial need type   • Make an effective referral using the appropriate referral technique   • Follow up with a customer when necessary Course Credits: AIB: 0.25 ; ICB: 0 Prerequisites: Students should have a basic knowledge of their bank's or financial institution's products and services Required Software: None Optional Software: Adobe Acrobat Reader and RealPlayer Cost: Members $95   •   Nonmembers $130       Forms Page ... Registration ... Requests ... Withdrawal PBA Contact: Jackie Catalano • (717) 255-6939 • jCatalano@paBanker.com
This educational opportunity is brought to you by Pennsylvania Bankers Association