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CUNA Sales & Service Culture Institute
April 19–21, 2010Denver, CO
Cost: $1,295
CUNA Council members receive a $100 discount.
Expand allAbout This Event
Explore the training, strategizing, and coaching skills you'll need to strengthen member relations and improve your bottom line. Discover how to create a new, vigorous sales culture in your credit union -- from the front line to the back office!
- 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
"Of course, creating a sales and service culture doesn't happen overnight; and it can be a daunting task because there are so many moving parts that are interlinked. The CUNA Sales and Service Culture Institute provided an "A to Z" step-by-step framework that guides you through the transformation process to build a foundation for a strong sales and service culture and shows you how to lead the transformation effectively.
The sessions were informative and engaging, and I really enjoyed the interactive group sessions that afforded me the opportunity to learn from my peers. I walked away with so many ideas and concepts I could apply immediately. I would recommend the CUNA Sales and Service Culture Institute to anyone who is contemplating a sales and service culture as well as anyone who is already involved in the transformation process."
- Celeste Cook, 2009 Past Attendee
HR, Sales and Training, Georgia's Own Credit Union
Location Information
CUNA Sales & Service Culture Institute: April 19–21, 2010
GRAND HYATT DENVER
1750 Welton St
Denver, CO 80202-3940
Phone: (303) 295-1234
Reservations: (800) 233-1234
Fax: (303) 292-2472
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.
Preview the schedule
Topics & Objectives
Critical Success Factors for a Value-Driven Sales Culture
- Understand the power of an aligned organization
- Learn the relationship management model: Defining the member experience
- Discover the sales management process: Defining the employee experience
Successfully Navigating Organizational Change
- Connect your business drivers to create a service/sales culture
- Discover the steps to implement successful change
- 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 sales meetings
- Communicate team progress
- 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
- Establish an implementation plan
Who Should Attend
Affiliation with CUNA/League is required for attendance.
CPE Credits
What past attendees say
“Of course, creating a sales and service culture doesn’t happen overnight; and it can be a daunting task because there are so many moving parts that are interlinked. The CUNA Sales and Service Culture Institute provided an “A to Z” step-by-step framework that guides you through the transformation process to build a foundation for a strong sales and service culture and shows you how to lead the transformation effectively.
The sessions were informative and engaging, and I really enjoyed the interactive group sessions that afforded me the opportunity to learn from my peers. I walked away with so many ideas and concepts I could apply immediately. I would recommend the CUNA Sales and Service Culture Institute to anyone who is contemplating a sales and service culture as well as anyone who is already involved in the transformation process.”
- Celeste Cook, 2009 Past Attendee
HR, Sales and Training, Georgia’s Own Credit Union
"I've been to several conferences over the years, and I must say this is among the best. The material was relevant and practical to sales and service. The speakers were outstanding -- not only were they knowledgeable, but they were inspiring. I came away with a lot of ideas on how to improve the sales and service culture. I also came away with a greater respect for the importance of employees and the need for time, money, and resources to be invested in employees. They are the key to being a world-class credit union. Thank you for a great conference."
"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."
"The instructors were very good. I also liked the interaction with the classmates. It was really good to hear you were not the only one having difficulty, and it made you feel good when you could help others."
Instructors
Angela Prestil
Angela is director of sales culture development for Creating Member Loyalty™ at the Credit Union National Association (CUNA). 
Her responsibilities include ensuring the successful implementation of the Creating Member Loyalty™ program for more than 200 credit unions nationwide, as well as managing the development and design of the Creating Member Loyalty™.
Angela brings more than 20 years of experience developing and delivering educational programs and products to CUNA. Her expertise lies in marketing, sales, innovation and train-the-trainer programs and products, as well as in customer relationship development. She joined CUNA in February of 2000. Since coming to CUNA, Angela has conducted training around the country at League meetings, CUNA schools and CUNA webinars.
Carla Schrinner
As implementation manager for CUNA's Creating Member Loyalty™ program, Carla is responsible for consulting with credit unions to help implement and drive the program solutions. She works regularly with credit union's senior teams and managers to help them advance their sales and service culture and ensure that the programs effectively meet their business strategy. Carla is also the senior master trainer for CUNA's Creating Member Loyalty™ program. She has coached, trained and certified more than 400 credit union trainers. She's conducted participant training for credit unions both here in the U.S. and internationally in a number of programs and designs and develops custom training solutions for credit unions. Carla has been active in training and staff development for nearly 30 years - 18 of those working exclusively with credit unions through CUNA and CUNA Mutual Group.
Cancellations
For more program content information, call 800-356-9655, ext. 4249, or e-mail training@cuna.coop.
For registration questions, call 800-356-9655, ext. 4400, or e-mail reginfo@cuna.coop.
100% Guarantee
CUNA Center for Professional Development is committed to providing a quality learning experience with cutting-edge topics and expert instructors. If for some reason you are not fully satisfied, contact us and we'll provide you a full tuition refund or credit.
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