Mark Arnold, nationally recognized expert is back with fresh tips along with tried and true techniques for service and selling. This unique program reinforces the fundamentals of high quality member service and selling. The series will teach your credit union staff the importance of top notch service to your members and the relationship between services, sales, and member retention.

The Secrets to Success program started with a full day, in-person training and continues with a series of three webinars.

Even if your credit union did not participate in the in-person training, your staff can still benefit. Let Mark help your staff gain a greater understanding of sales and service best practices.


Rotary Phones or Smart Phones? How to Connect and Sell to Different Generations
April 22, 2014 | 2:00 p.m. | REGISTER HERE

Rotary phones. Touch-tone phones. Cell phones. Each generation identifies itself with unique cultural images. Consumers active in today’s marketplace can also be divided into four distinct groups: Matures, Baby Boomers, Xers and Dot Comers. Your willingness and adaptability as a front-line employee to connect with different generations will determine how successful you are in reaching and bridging these critical age ranges.

This session provides:
• An overview of Matures, Baby Boomers, Generation X and Generation Y
• Practical ways front line staff can reach each generation
• Financial products each generation finds appealing

It Takes More Than Words to Sell: Improving your Non-Verbal Communication Skills
May 29, 2014 | 2:00 p.m. | REGISTER HERE

What if you removed the spoken word from the sales process altogether? Non-verbal communication is an often overlooked but critical part of successful service and sales.

In this webinar we will cover the following elements of non-verbal
communication in service and sales:
• The importance of active listening
• Cues such as posture, gestures, eye contact and facial expressions
• Matching words to behavior
• Paralinguistics (voice tone, volume, inflation and pitch)
• Your overall personal appearance

How to Close the Sale
July 24, 2014 | 2:00 p.m. | REGISTER HERE

Closing: it’s one of the most difficult aspects of any sales situation. We serve the member well. We give them good information. But we don’t get the sale. Why? Too often it’s because we don’t know how to close the sale.

This webinar covers the following key points:
• Avoiding negativity and mind-reading
• Handling objections
• Asking for the business
• Building referrals
• Learning from every sale (closed or not)
• Tips for improving your closing skills


$169 for each webinar

Credit Unions under $30 million in assets only pay $125 each.

If you attended the in-person full day workshop you are
already registered for the webinars.