New Accounts: Product Knowledge and Cross-Selling

Meet your customers’ needs with product knowledge and excellent customer service.
SKU: P4334EN
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As a frontline employee, you are often called upon to open a new account. In this situation, you need an excellent understanding of your bank's products and services. You have to be able to answer questions. And, of course, you want to provide the best possible customer service. In this course, we will look at how knowledge of your bank’s products and services will help you meet customer needs and build strong customer relationships.

Learning Objectives:

  • Identify customer needs

  • Use Customer Pathways to identify products and services for customers

  • Use the Product Recommendation Grid

Course Outline:

  • Meeting Needs and Exceeding Expectations

  • Identify Customer Needs

    • The power of active listening

    • Who is taking care of our customers’ financial needs?

  • Know Your Bank’s Products and Services

    • Assignment

    • Product competitiveness

  • Customer Pathways

    • Talking to customers

    • Creating pathways

  • The Product Recommendation Grid

    • Using the Product Recommendation Grid

    • Exercise


0.42 hours


Audio, Hybrid



Products specifications
Course Language English
Length Range 30 Minutes or Less
Length (Hours) 0.42
Course Features Audio
Course Features Mobile
Module Number(s) 8729EN