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How many times have you gone to a fast food restaurant planning only to order a hamburger and then left with a side of fries, too? When asked at the right time, that old question, “Do you want fries with that?” is almost always guaranteed to elicit an affirmative response.

What if your credit union could take a similar approach and effectively cross-sell additional products and services that your members want, when they want them? With the right tools and technology, you can.

Much like fast food restaurants rely on counter clerks to upsell products, many credit unions have turned to their tellers and member service representatives to market additional financial services. While a member’s decision to select additional financial services might not be quite as easy as their decision to add fries to an order, the ability to cross-sell products is vitally important to a credit union. According to a 2013 Gallup report, approximately two-thirds of fully engaged financial institution customers say their institution does not personalize its marketing messages and felt the offers they received were “general” in nature. As credit unions rely more heavily on front-line staff to step into more proactive sales roles, they must ensure these individuals have the right information and knowledge – about the individual member, as well as the products relevant to their needs – to be successful in the cross-sell.

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