How to improve productivity of distribution

1. The “CARE” Program
A Professional Selling System for the 21st
Century
The business environment of the financial services industry
has been redefined in last decade. The power balance has
shifted to the customer. All these changes have impacted
how a customer chooses to buy financial products. The
“sales-transactional” centric processes are outdated.
If you are experiencing mediocre productivity, below
par performance and retention of both people &
business from the distribution, this brochure may have
some answers.
Sanyog Jain Founder Frontline Consulting
[2011]

2. Selling to the affluent target market using the “CARE” selling system
“If your relationship managers are unable to fill their appointment diary week- on-week
with qualified appointments, the problem may not be with the effort they are putting in; the
culprit maybe the selling system they are using. Thanks to internet, hyper competition and
regulatory changes, most of the sales processes currently used to interact with customers
have become outdated.”
2
It was not too long ago, when a customer environment. It uses a step by step process on
wanted information on a product or service of how to build a successful financial planning
a company, he had only one option-approach business; it goes beyond making a sale.
a relationship manager. Technology has
changed that; now you can get product The Care Selling System
information and rate comparison online-24/7.
Additionally, some of the products are The four modules of “CARE” program
available online bypassing the traditional together are an end-to-end solution for
channels. Further when the customer involves marketing financial services products in the
the salesperson, it is much later in the buying middle and affluent target market segments.
cycle. Therefore the face time with the
customer has been cut short considerably. The “CARE” Acronym
In the present scenario how can a C: How to CONNECT with the customer?
relationship manager continue to add A: How to understand customer’s AGENDA?
value or even better be relevant? R: How to design a new REALITY/ solution?
E: How to provide EXCEPTIONAL service?
Today’s customers want more than product
features and rates from relationship The CARE program can be seamlessly
managers-they want expert information and integrated with the current product portfolio
help in selecting the best solution. Further and with the existing sales tools.
relationship managers must have an
understanding of the “buying process” and be Relationship managers who have used CARE
skilled at moving the buyer from point A to report improvement in closing ratios, shorter
point B in the buying cycle. As a consequence selling cycle, multiple sales, more referrals
the tools, like the sales process which a and far greater personal and customer
relationship managers uses, have to be rebuilt satisfaction.
from ground up.
Description of each of the modules is
Introducing “CARE” provided below:
We have designed a brand new customer
engagement process called “CARE.” Care has Learning objectives of Module 1: Customers
been developed from ground-up taking into buy from those who they know and trust.
consideration the current industry Therefore, the central theme of this module is
Frontline Consulting
Backed by Experience. Proven by RESULTS!

3. how to build a trusting relationship with a reachable, responsive, reliable, readable and
customer. reasonable.
Program Delivery
Specific topics: Prospecting, opening the call,
building rapport, introducing self and service, The “CARE” program can be delivered on a
getting permission to complete the fact find. flexible platform. The basic version can be
There is additional focus on developing covered over two days in a class room setting.
listening skills.
We also offer optional value adds which are
Learning objectives of Module 2: This outlined below.
module covers how to understand/uncover
customer’s goals and aspirations. When “Learning starts in the class room but 3
relationship managers accurately understand reinforcement happens outside”
customer’s agenda they improve their
effectiveness and efficiency. Generally speaking after a class room session
the participants are excited with the concepts;
Specific topics: How to complete the fact find unfortunately, when they apply these
using open and close ended questions; techniques in real life setting they feel
understanding the buying process; how to awkward (because of lack of practice) and in
convert needs into wants; how to ask for the absence of just-in-time
referrals; how to respond to queries and how
to close the meeting.
Experts from the
Learning objectives of Module 3: In this
training field report
module we will cover how to design & present
that 90% of the training
a solution and close the sale.
has very low ROI.
Specific topics: how to open the second
meeting; difference between feature &
benefits; how to present the solution using a support/encouragement they end up going
framework; how to handle objections; how to back to the old way of doing things. In order
close the sale; how to answer specific to overcome this challenge, we offer
questions; how to close the sale and meeting; additional coaching (hand-holding) to
how to ask for referrals. participants until they reach self sufficiency.
Learning objectives of Module 4: The Starting one week after the class room
objective of this module is to teach program, every fortnight, spread over 3
participants how to cement the relationship months, we will conduct a 90 minute group
and convert the client into a customer. The session. These follow up sessions can be
client is someone who buys from the conducted face to face or over the phone. We
relationship manager once or twice; when a also offer accreditation service as an option.
client buys repeatedly and provides
references he is considered as a customer. Both the features are optional and have
separate costing structure, though we highly
Specific topics: How to explain the contract to recommend that the company consider them
the customer; The five R’s of service: for achieving higher ROI.
Frontline Consulting
Backed by Experience. Proven by RESULTS!

4. What the participants who have attended our training program have said...?
1. Now I can differentiate between a sales person and a professional
2. I learnt how to build healthy relationship with a customer
3. I learned so many things: how to open and close; everything was very good. I think now I
can improve my productivity.
4. A step by step approach to sales
5. How to build relationship by doing the small things
6. It has helped in enhancing skills, more professional way and it has boosted my
confidence on a sales call 4
7. Rather than act as a Relationship Manager, I have to act as a Trusted Advisor
Profile of facilitator
Sanyog Jain has been part of retail distribution for more than 2 decades. He has first- hand
experience of selling and training participants in all the regions of the country. Sanyog connects
with the heart and minds of the participants because of his knowledge, experience and genuine
interest in the development of the learners.
Sanyog uses some of latest research in the field of “mind and learning,” and “how adults learn.”
He is a keen listener and believes that superior learning experience is a result of inputs from the
facilitator, material and participant involvement.
His complete profile is available on LinkedIn and his blogs can be read at
coachingatworkplaceblogspot.com. Sanyog’s can be contacted on: +91 9900267049 &
sanyog_jain@yahoo.com
Frontline Consulting
Backed by Experience. Proven by RESULTS!