Presentation for Feb. 09 credit union conference by CU Conferences.

1. www.LyonSalesInstitute.com Monday, 9:45a-10:30a February 16, 2009

11. Qualify**: “ above funnel” Cover Bases**: “ in funnel” Close**: “ best few” * Dale Carnegie, Inc., Ray Leone ** Miller Heiman, © New Opportunity or __________________ Approach or ________________________ Planned to Meet or __________________ Analysis Complete or ________________ P roposal Submitted or _______________ Contract Signed or _________________ Follow Up and CRM or _______________ What are the steps of your sales cycle? Keep the funnel filled!!! www.LyonSalesInstitute.com

13. www.LyonSalesInstitute.com So, what are YOUR steps of the sales process? It will vary depending upon your role at the credit union. Look at it from the perspective of your team (tellers, member service reps, lending team, etc..) GREAT exercise to do together during a team meeting.

16. www.LyonSalesInstitute.com Satisfied Member 1.Empathize “ I can see why you’d like to earn the maximum return.” “ I can understand why it’s important to you that ____.” 2.Question “ How do you go about…” “ Explain what happens when…” “ What do you feel is most important?” 3.Listen “ I see”, “go on”, “I understand” * Confirm * Paraphrase 4.Educate “ Here’s what I propose that will significantly improve your situation:….” “ Here’s how we can work together on resolving this:…”

19. www.LyonSalesInstitute.com Due to time constraints, we can’t get into cross-selling and up-selling today, but it’s a BIG part of the sales-influence culture in a credit union. There are simple and painless ways to have your team easily implement cross-selling and up-selling with your members. Enjoy the handout and let me know if I can personally assist you and your team.