Comment: Telling Responses on Teller Cross-Sales

By Nadler, Paul | American Banker, September 25, 2001 | Go to article overview

Comment: Telling Responses on Teller Cross-Sales


Nadler, Paul, American Banker


Wow, did I hit a hot button on the topic of tellers cross-selling.

In a recent column I asked readers if they thought that tellers should try to cross-sell bank products when they are serving customers or they believed tellers should just concentrate on doing their jobs as quickly as possible. The author of the best response, as usual, would be named President for a Day of Schmidlap National Bank, and I'm happy to report that I've never received more responses in five years of Schmidlap contests.

Naturally, readers came out on both sides of this issue.

Mike Kearney of SunTrust Banks Inc. in Atlanta said: "Timing is critical. The teller window is the wrong time even if the bank has the right product."

But Michael White of the consulting firm Michael White Associates in Radnor, Pa., talked about the great potential of this practice. "People have money parked in many places," he wrote. "Employees who take the time to talk with customers uncover previously undisclosed assets and new sources of funds for products that better meet customer needs."

How can you reconcile these opposing views?

Lorraine Mascino of Unitech Systems suggested this: "Have a few lines dedicated to clients who just need to get in and out and the remaining lines dedicated to individuals who have a little more time."

A respondent who requested anonymity said, "Tellers should not cross-sell, but they should identify who should be cross-sold," and they should be trained to readily identify what products a customer may open to and then direct them to other personnel in the branch.

Josie Callari of $22 billion-asset Astoria Federal Savings in Lake Success, N.Y., had similar advice: "When a payroll check is being deposited, why not suggest a direct deposit? If a money order is being purchased, why not suggest a checking account? Why not refer a customer to a financial consultant if a large check is being deposited?"

Gordon Shaw of Management Solutions Group in Tampa concurred. He wrote: "For years managements have attempted to turn people into selling machines, and still most of them still have little knowledge of the customer and his needs. They request and even exhort contact people to push product without a clue as to what is important to the customer."

This dovetails with the observations of Larry Huffman, the chief executive officer at $470 million-asset Kankakee Federal Savings Bank in Kankakee, Ill.

"Every employee should be engaged in cross-selling. This, however, means smart cross-selling primarily through being a good listener rather than a fast talker. …

The rest of this article is only available to active members of Questia

Already a member? Log in now.

Notes for this article

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
One moment ...
Default project is now your active project.
Project items

Items saved from this article

This article has been saved
Highlights (0)
Some of your highlights are legacy items.

Highlights saved before July 30, 2012 will not be displayed on their respective source pages.

You can easily re-create the highlights by opening the book page or article, selecting the text, and clicking “Highlight.”

Citations (0)
Some of your citations are legacy items.

Any citation created before July 30, 2012 will labeled as a “Cited page.” New citations will be saved as cited passages, pages or articles.

We also added the ability to view new citations from your projects or the book or article where you created them.

Notes (0)
Bookmarks (0)

You have no saved items from this article

Project items include:
  • Saved book/article
  • Highlights
  • Quotes/citations
  • Notes
  • Bookmarks
Notes
Cite this article

Cited article

Style
Citations are available only to our active members.
Buy instant access to cite pages or passages in MLA, APA and Chicago citation styles.

(Einhorn, 1992, p. 25)

(Einhorn 25)

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited article

Comment: Telling Responses on Teller Cross-Sales
Settings

Settings

Typeface
Text size Smaller Larger Reset View mode
Search within

Search within this article

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

Help
Full screen

matching results for page

    Questia reader help

    How to highlight and cite specific passages

    1. Click or tap the first word you want to select.
    2. Click or tap the last word you want to select, and you’ll see everything in between get selected.
    3. You’ll then get a menu of options like creating a highlight or a citation from that passage of text.

    OK, got it!

    Cited passage

    Style
    Citations are available only to our active members.
    Buy instant access to cite pages or passages in MLA, APA and Chicago citation styles.

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn, 1992, p. 25).

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

    "Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences."1

    1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

    Cited passage

    Thanks for trying Questia!

    Please continue trying out our research tools, but please note, full functionality is available only to our active members.

    Your work will be lost once you leave this Web page.

    Buy instant access to save your work.

    Already a member? Log in now.

    Author Advanced search

    Oops!

    An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.