Project Description

MENTOR conducted a training program as part of a strategic initiative to increase sales effectiveness and business growth for a major Islamic bank in Dubai. The program was a combination of several elements, including a market study, competition analysis and mystery shopper report, all of which were later integrated into the learning and development program. Training material was based on information gathered from more than 45 related documents, research papers and training programs on sales effectiveness in retail banking. The program was delivered repeatedly over a two-year period, and contained several modules on relationship building, sales cycle, customer target group characteristics, and cross-selling of banking products. Participants were required to generate action plans to apply learning into the workplace and their managers were trained in coaching and reviewing performance of their employees. The whole initiative was linked to a tracking tool in the form of a dashboard in each retail branch, which was used to track the level of sales and cross-selling activity. As a result, bank sales showed a two digit increase and the internal sales process of the bank was further developed.