Sales Introduction
This introduction comes directly from our own portal, where we help employees understand each department's role at CU*Answers. Here, we share the same information with you that we share with our employees.
Scott Page
Executive Vice President Sales
As the Director of CU*Answers Product Sales, I am always on the lookout for new products and techniques for approaching clients. For instance, when speaking with others, it is important to utilize the word "client" versus "customer". The level of partnership and interaction we experience with our clients is far greater than other processors. This is a unique benefit of CU*Answers. After all, we advertise ourselves as being an extension of our client's staff. We must capitalize upon this and make sure our client base understands their value to us. One way to do this is to simply tell them periodically how we appreciate their business.
The industry we serve is also unique as based upon peer to peer interaction, branch sharing strategies, MCUL and MACU participation and much more. Banks have customers while credit unions have members. It is important for us to always remember this distinction. Additionally, when I say client, I am referring to both existing and prospective clients. Remember, an existing CU*Answers client utilizing select service(s) is many times a prospective client for another product offering. They are also normally our most captive audience for discussing a new product since they already have an existing CU*Answers relationship. Our off-line Check Processing relationships have demonstrated this value again and again. The addition of the Network Services team and initial development of Xtend, Inc. provides exciting opportunities for developing future client relationships.
As stewards of CU*Answers, one of the biggest on-going challenges we have is to be constantly vigilant to client needs and opportunities for developing new relationships. Be observant to what clients are telling you. Many times it is not the words they are saying but the meaning and emotion they are conveying. What is the perception you are presenting to that client each time you talk to them? Are you professional? Do you treat clients with respect? Do you employ empathy and make their concern seem important? Do you demonstrate a sense of urgency in following through with commitments?
Our web site is a key component for conveying this desired image to clients. Consider this: we have invested considerable dollars to project an image of organization and professionalism when a client personally visits CU*Answers. Why should our web site be any less important?. For many clients (and potential business partners) this will be their first "visit" to CU*Answers. A client can literally be turned away from a vendor based upon the perception they obtain from visiting a site. First impressions are lasting impressions, and each of us has an on-going responsibility for maintaining the quality of our site. From a sales prospective, we steer nearly every credit union considering CU*Answers to our web site so they may gain a better feel for the level of service we provide and additional company insight. We also refer to the web site in every CU*BASE demo to demonstrate features such as on-line documentation, Virtual CU*Answers University and PC Home Banking.
Simply remember this. The perception a client leaves with is often determined by his most recent interaction with a business partner. Today, that image must not only be maintained through personal meetings, but through virtual interaction with a vendor's web site. Let's continue working as a team to maintain that lofty level we have worked so hard to achieve�
When Scott is not working with clients to develop customized, cost- savings solutions for implementing new business initiatives, he spends almost no time dreaming of new ways to coax unsuspecting CU*Answers staff into foolishly believing they can match his athletic prowness, charming wit and superior gamesmanship in a friendly game of golf.
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