The Zambia Institute of Banking & Financial Services (ZIBFS) and the Frankfurt School of Finance and Management (Germany), will be holding sessions of three (3) days intensive training in Customer Relationship Management & Sales Negotiations. Limited places available. Register Early.
Training Dates:  (You can choose any session from the dates below)
01 – 03 August 2019 ;
07– 09 August 2019; 12 – 14 August 2019 ; 15. – 17 August 2019 ;
02. – 04 Sept 2019 ; 09. – 11 Sept 2019 ; 12 – 14 Sept 2019; 16 – 18 Sept 2019;

02 – 04 October 2019 ; 07 – 09 October 2019

Charges: 150 Euro (discounted) for 3 days of intensive training (materials, certification and lunch/ refreshments included)

Training Objective

Having a proper CRM system in place is essential for a financial institution’s success. Designing and developing effective and efficient service processes for customers can help financial institutions achieve excellence in customer relationships, retain and increase their client base and satisfaction. This training is designed to give you a better understanding of how to successfully manage customers, and how to better understand their behaviour and their needs in order to provide the right solutions, quickly with high quality, if you seek to create customer-centric approach or individual customer journeys. It furthermore provides you with in-depth insights and techniques for sales negotiations and on how to successfully close sales.


Module 1: CRM (2 days)

  • Total customer relationship management (Business & Private)
  • Needs analysis
  • Dealing with objections and difficult clients
  • Preparing benefit statements and questions for conversations with clients and prospects
  • Interview techniques
  • How to organize on site visits
  • Common marketing events – concept and how to organize one
  • Recovery techniques
  • The Importance of personal creditworthiness and how to evaluate it

Module 2: Sales Negotiations (1 day)

  • Presenting yourself, body language and Opening the Sales Conversation
  • The Sales Cycle and the importance of sales
  • Closing the sale and sales monitoring, follow-up.
  • Sales management and negotiation of basic concepts
  • Using questions and benefit statements in sales conversations

Key Take-Aways

  • Build successful relationships with customers – to source, identify and increase retention of customers.
  • Be able to design an analytical framework necessary to understand what customers value, and where to concentrate improvement efforts
  • Be able to manage the customer values better
  • Be able to present written and oral information in the most impacting manner to any audience including SME customers
  • Improve negotiation skills.
Registration Procedure
  • For registration visit the website:
  • Discounts will be applied according to the numbers of participants from the same institution
  • Both modules (CRM and Sales Negotiations) can also be booked separately
  • Registration deadline: 7 working days before each training date
Contact Zambia
Zambia Institute of Banking and Financial Services
Ms. Esther Lwele
Regional Training Coordinator
Tel.: +260 211 237281
Contact Frankfurt Germany
Frankfurt School of Finance & Management
Ms. Jennifer Schiebel
Training Coordinator
Email: Tel.: + 49 69 1540083 493

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