The Teller's Handbook: Everything a Teller Needs to Know to Succeed [Paperback]

Joan German-Grapes (Author)

Book Description

Publication Date: July 1, 1997

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.

Editorial Reviews

From the Back Cover

Strategies to Take You From the Teller's Window to the Top!
"I enjoyed The Teller's Handbook by Joan German-Grapes. The essentials tellers need to know are presented in a format tellers can relate to. My tellers particularly liked the history and the chapters on "Dealing with Customers Effectively" and "The Teller as a Seller." We are looking foward to using The Teller's Handbook as a training tool."--Mary I. Wilson, President/CEO, Pasedena Federal Credit Union.

The Teller's Handbook, a nationwide bestseller for nearly 30 years, contains clear and easily understood strategies and tactics that show all front-line personnel how to handle customer questions, process every type of request, sell today's financial products, and more! Now completely revised, updated, and expanded to include 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 question. On top of the comprehensive, insightful information, and "Bankability Basics" for which this book is famous, German-Grapes has added new sections that include: How to Get Ahead: Tips and strategies for doing your job well. Making sure your best work is noticed, and landing that important first promotion. Selling is Part of Your Job: 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: Hot to intuitively spot sales opportunities, and identify which customers are sure to be the best candidates for each product.
Your Sales Talk: To get ahead, you must be a trained salesperson! Learn how to ask for the business, how to sue the best "closes" for different situations, and ways in which 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, work of retail financial services.

Product Details

• Paperback: 421 pages
• Publisher: McGraw-Hill; 6 edition (July 1, 1997)
• Language: English
• ISBN-10: 0786312165
• ISBN-13: 978-0786312160
• Product Dimensions: 9 x 6 x 1 inches
• Shipping Weight: 1.4 pounds (View shipping rates and policies)
• Average Customer Review: 4.0 out of 5 stars  See all reviews (2 customer reviews)
• Amazon Best Sellers Rank: #884,361 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

10 of 12 people found the following review helpful:

5.0 out of 5 stars A Must-have Handbook for Tellers, November 1, 1998

By A Customer

This review is from: The Teller's Handbook: Everything a Teller Needs to Know to Succeed (Paperback)

Its topics are superb in enhancing tellers' banking knowledge, or bankability quality. Not only it can be considered or drafted in part of the banking institutions' training manuals. It serves to boost your self-confidence in opting for this profession as your career prospect. You will definitely enlightened as I had; that changed my minds to remain in this frontline business rather than to some administrative position. You would not regret reading it or even to the extend of buying it for your library collection as I did.

3 of 4 people found the following review helpful:

3.0 out of 5 stars Depends on what you're looking for.., February 8, 2006

By 

sbanks (MD) - See all my reviews

Amazon Verified Purchase

This review is from: The Teller's Handbook: Everything a Teller Needs to Know to Succeed (Paperback)

I was hoping for a resource that might be helpful for a little extra study for my new job as Teller. This book fell quite short of my expectations. The book costs $24.95 so I didn't expect the moon, but it was a bit disappointing. Several chapters were dedicated to advising the reader on how to handle themselves on a job.All but the most common negotiable instruments were mentioned, on the other hand she offered a sound treatment on the most critical aspects of the job on a day to day basis, such as security, settling, and check cashing , still were it that simple!Having just completed teller training, I have to say that any financial institution would have given you these basics at least, the book is more of a Teller development guide, if you're hoping for some extra help with operations, it's not really here.

The content might best be described as MENTORING in a book. For those working in very busy locations you may also wonder at the reality of the job of a Teller as she envisions it.