Funny how a little word like “and” can have such a dramatic impact on your bottom line. In the past, people tended to think of “Sales” and “Service” as two independent functions of a credit union. And to stay true to our mission, most credit unions tended to lean heavily on the “Service.” What successful credit unions are discovering is that you need to think “Sales and Service.” When combined, these two concepts can work hand-in-hand and provide an outcome in which both the credit union and the member benefit. The CUNA Sales and Service Culture Institute provides the methodologies for making this combination work for your credit union. The Institute is a study in proven success strategies, in which credit unions have successfully transitioned from the service-only approach to one in which sales becomes enmeshed with your culture. In each case, credit unions have discovered that both staff and members are appreciative of the transition.

During this program, attendees will focus on these key areas:

• Critical Success Factors for a Value-Driven Sales Culture
• Successfully Navigating Organizational Change
• Transitioning to a Sales Environment
• Advancing Your Sales Culture
• Transforming to a High Performance Sales Culture
• Action Planning

CUNA Sales & Service Culture Institute: August 6–8, 2012

THE RITZ-CARLTON CHICAGO
160 E Pearson St
Chicago, IL 60611-2308
Phone: (800) 621-6906
Fax: (312) 266-1194
Room rates: $175 per person per night for single or double occupancy^*

Hotel Reservation Deadline: July 16, 2012 Airline Information


Delta Airlines is pleased to offer special discounted airfare for CUNA. To reserve your tickets at the discounted rate, please visit www.delta.com/booking and enter meeting event code NM7EF. Then complete the booking process. Or, call Delta Meeting Network® Reservations at 800-328-1111, Monday through Friday, 7:30 a.m. - 7:30 p.m. (Central Time), and refer to File Meeting code NM7EF.

Critical Success Factors for a Value-Driven Sales Culture

• Understand the power of an aligned organization
• Learn how your credit union’s strategy can influence your culture
• Identify the factors that create the optimal member and employee experiences

Successfully Navigating Organizational Change

• Learn how to create the optimal change team
• Evaluate the gaps in your current sales culture
• Define your role in the change process

Transitioning to a Sales Environment

• Communicate your vision to staff
• Re-define roles and expectations
• Evaluate organizational needs
• Explain measurement
• Establish team goals and rewards
• Train best practices for sales culture success
• Coach one-on-one and examine sales meetings
• Communicate team progress
• Learn how to reward progress
• Evaluate overall achievements

Advancing Your Sales Culture

• Add individual goals
• Elevate your coaching process
• Publish progress reports
• Recognize individuals and team successes
• Handle poor performance

Transforming to a High Performance Sales Culture

• Define compensation structures
• Simplify tracking using measurement and information systems
• Learn about advancing sales training and coaching

Action Planning

• Application: Analyze and make recommendations for a credit union based on earlier learning.
• Establish an implementation plan for your organization

This institute is designed for CEOs, senior management, branch managers and those vested with the responsibility to transform the service culture of their credit union.

Affiliation with CUNA/League is required for attendance.

CPE Credits

“I had been running sales organizations for 20 years before I came to the credit union industry. I wondered how credit unions would infuse sales into their organizations, considering they have such a strong service background. I was chartered by my boss to transition our credit union to a sales culture. Using the fundamentals from the Sales and Service Institute, I put together a program. We’ve since hit 200% of our objectives every month. I was surprised by how much was covered in three days at the Institute. They cover everything, from A-Z, on how to set up an effective sales organization. I loved CUNA’s Sales and Service Institute. The tools that I implemented from the course have led to unbelievable success.”

“I learned how to motivate my staff and put sales into a different perspective that is exciting, motivating and most importantly, a big key to 100% member satisfaction.”

Denny Graham

Carla Schrinner

Cancellations received in writing (via fax 608-231-4327) before the end of business on July 29, 2012 are eligible for a refund of the amount paid minus a $200 administrative fee. No refunds will be granted for cancellation requests received after July 29, 2012. Substitutions are accepted anytime prior to the start of the program at no additional cost. Simply fax event and contact information, listing the new participant and who they will be replacing. Cancellation fees do not apply for free or complimentary programs.