Conversion Sales Culture

The Challenge

As part of a bank acquisition the retail network of the acquired FI had to be converted to the sales system and sales culture of the acquiring FI. The acquired FI had a needs based sales process but it was not as robust as the acquiring FI and did not have an automated sales process. The sales team believed in their processes and systems.

With a multi state branch network that performed at a high level, the challenge was to understand their sales process and technology, identify those segments that aligned with the acquiring FI’s, document those that did not and develop a conversion education and system plan that ensured a successful conversion. their sales processes and branch network I analyzed over 10% of their 365 branches. During visits to each location I observed their sales process, spoke with the branch staff about the new processes and systems they would be using and discussed the training and roll out plans.

The Solution

  • Visit over 10% of the branches in the network to;

    • Meet the sales team.

    • View their sales system in action.

    • Introduce them to the new sales system.

    • Get their input on how the new sales system would impact them post conversion.

  • Met with back office departments that supported in branch processes to identify any pain points.

  • Presented findings to leadership and developed a conversion plan that ensured success.

  • c sales behaviors for each component of the sales culture.

  • Implemented a coaching framework to improve sales performance and consistency through all levels of the sales team.

  • Developed instructor led and eLearning learning tools to introduce and support the sales culture.

  • Conversion learning tools provided the basis for the development of a learning curricula that was implemented post system conversion.

The Result

  • Delivered

    • A successful conversion that;

      • Deployed training resources to over 365 branches locations.

      • Built a systemic approach to learning that delivered over 24 hours of blended learning.

      • Implemented a behavioral based performance and coaching system.

      • Merged the sales cultures of both organizations.