The Teller's Handbook / Edition 6

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The Teller's Handbook shows all front-line banking personnel how to handle customer questions,
process every type of request, effectively cross-sell today's financial products, and more! A nationwide bestseller for nearly 30 years, and now completely revised, updated and expanded to encompass all financial institutions including commercial banks, savings institutions and credit unions, this essential guidebook is packed with crystal-clear charts, graphs. . .even cartoons! But don't let influential author Joan German-Grapes' friendly, interesting, and humorous style fool you.

The Teller's Handbook delivers solid, no-nonsense answers to every important operational question. On top of the comprehensive, insightful information and ""Bankability Basics"" for which this book is famous, German-Grapes has added new sections on tips and strategies for doing your job well, making sure your best work is noticed, and landing that important first promotion; practical and profitable advice on successfully selling today's complex financial services and products to every customer as well as how to deal with the competition; cross-selling, and ways to identify which customers are sure to be the best candidates for each product; and becoming a trained salesperson who knows how to ask for the business and use the best ""closes"" for different situations; and ways effective teamwork can help. Don't get left behind!

With updated information about current regulations, rules on how to dress for success, and ""red flags"" for the newest fraud and theft tactics, The Teller's Handbook will show you how to carve out a promising career in today's high-pressure, but high-opportunity, world of retail financial services.

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Product Details

  • ISBN-13: 9780786312160
  • Publisher: McGraw-Hill Companies, The
  • Publication date: 7/1/1997
  • Edition description: REV
  • Edition number: 6
  • Pages: 444
  • Sales rank: 832,736
  • Product dimensions: 0.90 (w) x 6.00 (h) x 9.00 (d)

Table of Contents

Preface: Your Investment in the Future
Introduction: "Bankability" Still
1 What Is a Teller? 3
2 The Elements of Job Success 9
3 Personal Pointers 21
4 Getting Along with Your Co-Workers 41
5 Effective Communications - The Key to Motivating Others 63
6 How to Get Ahead 83
7 After Working Hours 89
8 The Mathematics of Banking 97
9 The Bookkeeping of Banking 109
10 Knowing and Handling Money 115
11 How to Settle 125
12 Develop Efficient Work Habits 135
13 Opening New Accounts 139
14 How to Be Audited Painlessly 143
15 Safeguarding Your Cash 151
16 Cashing Checks 155
17 This Is a Holdup! 171
18 Forged, Counterfeit, and Altered Checks 187
19 Counterfeit Currency 201
20 Defalcations 211
21 Cons and Frauds 219
22 Security and Customer Courtesy 245
23 Handling Emergencies 249
24 Know Your Services 261
25 Customers Are Important 305
26 Dealing with Difficult Situations 329
27 Financial Tips for Customers 347
28 Selling Is Part of Your Job 361
29 Cross-Selling 371
30 Your Sales Talk 387
Glossary 399
Index 411
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