The Task

A leading multinational bank had a pressing need to improve the conversion ratio from prospect to customer in the personal banking business. Besides, it also wanted to augment the customer satisfaction feedback in the mortgage business.

The Solution

Learning & development experts Centum Learning partnered the client and identified following skills to achieve business objectives:


  • Relationship Selling Skills for Personal banking business
  • Asset Selling Skills for Mortgage Business


relationship selling skills and asset selling skills
Training solution for the personal banking business was focused around following areas:

  • Business etiquettes
  • Repo building
  • Market intelligence
  • Confidence building
  • Maintaining high ethics
  • Process adherence


For the mortgage business, Asset Selling Skills training solution was proposed which primarily involved grooming the candidates & enhancing process adherence.

The content for the workshops was standardized for conducting training sessions across client branches Pan-India while the language for training delivery was delivered in regional language for effective results.

The Result

  • The learning intervention impacted more than 400 professionals in the bank across personal banking and mortgage business.
  • The application reject ratio was impacted by 12% suggesting a remarkable increase in adherence to processes.