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GROWING INCOME IN
RETAIL & CONSUMER
BANKING
26-27 October 2009 z JW Marriott Hotel, Kuala Lumpur, Malaysia

Consumers have more choices than ever before when it comes to handling their finances. Many
banks and financial institutions are struggling to find the right mix of retail and commercial strategies,
as well as the optimal way to combine their self-service, online and branch channels. Any institution’s
success in retail and consumer banking demands a continual investment in their business and a close
monitoring of changing trends in technology and customer behaviour.

This 2-day training workshop is designed to provide you with practical understanding and varied skills
that you need in order to succeed in such a dynamic market place for Retail and/or Consumer Banking.
In this programme you will understand what sales process is all about, how to assess customers’
needs and how to present an opportunity in a way that will have the customer look forward to doing
business with you.

Some of the key highlights of the course include:

*HWreal solutions and revitalise the core of your retail banking business
&RQYHUWyour visitors into customers
$GGUHVV common banking problems with the proper anti crisis solutions
'HYHORSstrategies to attract mass affluent customers and raise your bank’s profile

This Course aims to make a real impact on the banking experience of your customers!

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Strictly limited seating to ensure value added to all Participants - so book early! Comprehensive course materials will be provided.

Delegates who successfully complete this course will receive the Asia Pacific Centre for Continuing and Professional
Development Certificate for Participation

A division of the Asia Business Forum

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WHY YOU PROGRAMME AGENDA 2&72%(5

CANNOT MISS THIS COURSE

Upon completion of this course, participants will be 29(59,(:217+(),1$1&,$/

SESSION 1
able to: %$1.,1*6<67(06

 /($51 how to increase sales and revenue in You just cannot ignore what is going on around you. The Financial
retail banking systems: Banking, Stock Exchange, Insurance, Investments, Financial
Crisis, etc. This session will discuss captivating insights on:
 81'(567$1' the needs of the consumer
and how to profitability meet those needs z The financial crisis and its impact
z Making sense of the crisis
 0$.( sense of the coming changes to the
regulatory environment z Understanding the potential regulatory outcomes

 &203$5( which products have been z Where growth will come from going forward
successful through the different channels

 (67$%/,6+ whether your principal channels &855(17&+$//(1*(6)$&,1*5(7$,/

SESSION 2
to market are the most effective for your &21680(5%$1.6
structure
z Retail/consumer banking models post the crisis
 ,1&5($6( sales through targeted marketing
using technology
z The branch model – Advantages and drawbacks
z Which sites drive revenue and is there a role for loss-leaders?
 (1685( your brand proposition is effective
and powerful z ‘Lite-Sites’ and their use
z Global trends and new challenges
 0$.( sense and take advantage of the
technological challenges that impact retail/
consumer banks
SESSION 3 7+(,17(51(7%$1.,1*02'(/
 &5($7( a culture of customer service in
order to drive income and client retention
z Advantages and drawbacks of internet banking
z Getting and keeping customers – Difficulties in ‘online loyalty’

WHO SHOULD ATTEND z Suitable products for an internet bank

z Maximising the revenue from internet banking
This Course is intended for Professionals, Middle
to Senior Managers from Banks and Financial
Institutions, including: 35,9$7(%$1.,1*$1'&21680(5
SESSION 4
/(1',1*
™ Retail Bankers
™ Banking Managers z What happens in the private sector banking system
™ Heads of Retail/Consumer Banks z Private Banking activities
™ Heads of Branch Networks/Marketing/ z Types of fee based accounts
Product Management
z Added value and bundled services
™ Heads of Channel Distribution, Online
Banking and E-Commerce
z Revenue versus service – Where are the tipping points?

™ Sales/Marketing Managers z Drivers of client retention and profitability

™ Operations Managers z Alternative approaches used by the leading global players to

drive performance
™ Regulators
™ Researchers/Analysts
SESSION 5 7+(&$//&(175(02'(/
IN-HOUSE TRAINING
Why Not Train More People for Less Money? z Issues with call centres
If you have a team of 6 or more people who need to attend z Call centres from the client’s point of view
this training, it is more cost effective to have this Course
customised to your organisation – at your training site. z Making sure staff are trained to drive revenue
Savings can be significant!
z Make your call centres effective and profitable
For more information on our in-house training programme,
please email [email protected]
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-:0$55,277+27(/.8$/$/803850$/$<6,$ ABOUT YOUR COURSE LEADER

MARK ANDERSON is a leading

trainer of those working in
SESSION 6 67$)),1*,668(6
the field of financial markets.
His career started in broking
z Making sure staff are engaged and aware following his graduation from
z What is the front line culture that is needed in a bank Queens’ College, Cambridge
University in 1983 and he
z CRM issues – Do your staff understand the key components? became a partner in 1990 having
z Comparisons with other industries been Head of Sales Trading and
the leading salesperson in the firm.
z Problems with performance
z Measuring performance and incentives He began his training career in 1995 when he
joined BPP Training & Consultancy, building the
investment banking and investment team from
scratch. He developed & delivered courses on
SESSION 7 352'8&76 Equities & Equity markets, Investment Banking,
Hedge Funds and Investment Management as
z Plain vanilla products versus added-value products well as running Sales and Marketing courses for
corporate & Investment bankers, hedge fund
z What new products have been successful/unsuccessful? managers and service providers.
z Designing products for the customer rather than the bank
In 1998, Mark was a co-founder of Banking
z Driving revenue growth through new product offerings & Capital Markets Training developing,
z Balancing price and experience and training financial & soft skills courses -
successful training programmes for many of the
z Using knowledge management to increase income world’s leading banks and financial institutions,
as well as consulting with banks & financial
institutions.
0$1$*,1*<285%5$1'72,1)/8(1&(
SESSION 8
3(5)250$1&( In 2005, he was mandated by a leading global
financial institution to develop and deliver
z Understanding the brand proposition technical and soft skills courses to 600 staff as
z Designing products for the customer rather than the bank part of a large off-shoring project from Europe
and the US to India. This contract involved over
z Utilising intellectual property and human capital 300 days training in a two year period and was
z What methodologies can be used to advance the brand completed successfully in 2006.
perception amongst customers
Mark’s last project was to set up a Training
z What lessons can we learn from successful brands? Academy for a large emerging market investment
z Constituent steps that need focus and attention for improved bank, training staff in CRM and technical skills
results as the business experienced high growth. This
involved travelling to Russia and the CIS as well
as more developed financial centres to instil ‘best
practice’ CRM procedures to help with the bank
SESSION 9 6(//,1*),1$1&,$/352'8&76 cope with inevitable market volatility and the
impact that could have on client relationships.
z What are the key triggers points that make clients buy?
z How to make successful cross-selling a reality
z Amalgamating sales channels to increase revenue KEY POINTS ABOUT THIS COURSE
z How to ensure repeat sales
This Course will provide participants with an in-
depth focus on retail and consumer banking at both
8:00am (Day 1) Registration and Coffee/Tea the strategic and operational levels. By attending
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8:30am (Day 2) Coffee/Tea this programme, you can update your skills and
9:00am Programme Commences gain a better understanding of the impact on your
10:30am to 10:45am Morning Refreshment bank’s growth and revenue opportunities, product
12:30pm to 1:30pm Lunch development and customer requirements following
3:00pm to 3:15pm Afternoon Refreshment the global credit crunch issues. You will also learn how
5:00pm End of Programme to implement strategies to enhance cost efficiency
and productivity by creating an environment where

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customers buy more of your products and services.