Calling on Small Business Customers teaches students how to plan effective calls with small business clients. It begins with an exploration of small business fundamentals including business legal structures/characteristics, types, needs/expectations, and operating/life cycles. Students then learn the Call Planning Model steps, and practice applying them with fictitious clients.

After completing this course, students will able to plan calls with a high degree of skill and confidence.

Audience

Bank personnel responsible for face-to-face small business customer calls.

Learning Objectives

After completing this course, students will be able to:

• Describe small business fundamentals including business legal structures/characteristics, types, needs/expectations, and operating/life cycles
• Explain the importance of planning calls and setting call priority
• Identify call situations and associate them with the four call types: Introductory, Profiling, Presentation, and Follow-up
• Summarize and apply the Call Planning Model steps including:
  • Identify internal and external resources for planning calls
  • Formulate first and second goals for calls
  • Strategize actions for calls including: opening a call, asking questions, responding to objections, and closing a call.

Enrollment Form

(Download and print from SER-CFT website, complete and fax to 904-354-1834)