New CUNA program supports staff product knowledge

October 24, 2014

MADISON, Wis. (10/27/14)--The Credit Union National Association has released an enhanced Product Knowledge Program, a customizable resource tool for credit union products.

"When a frontline staff member doesn't make a referral or close a sale, it's usually because they're not confident in their understanding of the products their credit union offers," said Carla Schrinner, CUNA Creating Member Loyalty implementation manager and senior master trainer. "The Product Knowledge Program simplifies and systematizes the ins and outs of each product and service a credit union offers, empowering staff to turn knowledge into confidence, and confidence into sales."

As part of the package, the Product Knowledge Program provides the ongoing tools and framework to train staff and reinforce product proficiency for all staff.

The Product Knowledge Program includes:

  • More than 70 pre-built, customizable product profile Microsoft Word templates to create a credit union-specific member-needs handbook that includes product information, probing questions and cross-selling opportunities;
  • Team leader's guide, including games, quizzes and practice scenarios; and
  • traightforward instructions for editing, tailoring or creating additional profiles for specific products and services.

Developed by CUNA Creating Member Loyalty, the Product Knowledge Program provides complete customization ability for credit unions to include specific product details. The product template profiles as well as the accompanying training tools provide consistency to encourage frontline referrals.