A CLASS Act: CUNA’s CLASS Training Program Maximizes Sales and Service

March 9, 2005

To prosper in today's competitive financial services market, credit unions must demonstrate their value at every turn. While quality member service is essential, corporate culture must be built around sales and service. Every member's phone call, visit, e-mail, or face-to-face meeting is an opportunity to strengthen a relationship and improve your bottom line.

A new culture isn't built overnight. And staff training alone just isn't enough. Management commitment, staff commitment, and a crystal-clear corporate mission must all be aligned. CUNA’s CLASS offers a variety of elements that help you succeed in building your sales and service culture:

· Facilitating development and implementation of the right sales leadership strategies · Conducting an initial assessment to determine your road map for success · Helping develop an action plan to ensure a successful culture shift · Teaching how to select the right personnel for the right positions · Implementing CLASS training throughout all levels of the credit union · Instituting "coach the coach" sessions to ensure your messages are reinforced continuously and consistently

Here’s what sets the CLASS program apart from other sales training programs on the market:

· Credit union-specific content ensures the training is relevant · CLASS modules are easily adapted to your particular needs · On-line pre- and post-tests measure the progress of each employee · All modules are taught by certified CLASS trainers

CLASS training consists of seven modules, along with materials to provide ongoing support for learning. You’ll receive a CD-ROM with both the participant workbook and facilitator’s guides for each module. A CLASS Facilitator’s Kit includes all the classroom support materials that CLASS trainers need to be successful.

The core skill-building modules are essential business skills, credit union leadership, service excellence, consultative selling, negotiating solutions, presentation skills, and successful teams.

Every employee starts with Essential Business Skills training. After that, your credit union’s needs drive the individual education plans for each employee. You can design individual education plans by job role within the credit union. Throughout this interactive learning program, participants are encouraged to build on their individual life experiences to achieve even greater success.

Customized Content

Do you use the term “checking account” instead of “share draft account?” Do you have “financial services representatives” rather than “member services representatives?” With a few simple keystrokes, you have the power to customize CLASS modules to suit your credit union. As your goals and strategies change, so can your CLASS content. You even have the capability to replace any exercise suggested in the facilitator’s guide with one of your own. All this customization is at your fingertips.

Measure and Track Learning

With CLASS, knowing how well your employees are proceeding and succeeding is easier than ever. Pre- and post-tests for each module help you accurately evaluate the strengths and weaknesses of each employee. Students have 24/7 on-line access, so they can complete the 40-question, multiple-choice tests when it’s convenient for them. Post-tests can be administered at any point after the training, so you can easily measure 30-day, 60-day, or 6-month retention.

Knowledge and skills learned are instantly measured and tracked through CUNA’s Learning Management System. The system enables you to focus on employee development rather than paperwork. Trainers can log on any time to gain access to employee learning records.

For more information, visit http://training.cuna.org/class/index.html, e-mail eLearning@cuna.coop, or call Diana Sullivan at 800-356-9655, ext. 8282.