Innovating Methodology – Enhancing Effectiveness – Driving Practical Transformation

The training program “Sales Skills and Relationship Building” at BIDV Bac Quang Binh, implemented by Lead-UP Academy, applies Game-Based Learning to transform sales mindset and enhance practical financial advisory capabilities.

In the context of an increasingly competitive banking industry, rapidly evolving customer behavior, and rising expectations for customer experience, improving the capabilities of sales teams is no longer optional but has become a mandatory requirement for every organization.

To address this need, Lead-UP Academy collaborated with BIDV Bac Quang Binh to deliver the training program “Sales Skills and Relationship Building,” with the objective not only of enhancing skills but also of creating a genuine transformation in mindset and working behavior.

Application of Game-Based Learning in Banking Sales Training

With a large class size of over 100 participants, divided into 12 groups and supported by 4 teaching assistants, the program was specifically designed by Expert Phạm Tô Hoài for BIDV Bac Quang Binh Branch using the Game-Based Learning approach. This methodology enhances classroom interaction while significantly improving learners’ comprehension and application capabilities.

Two game show models were incorporated into the program:

• “Road to Olympia Mount” – stimulating quick thinking and systematizing knowledge
• “Who is a millionaire?” – deepening situational analysis and decision-making capabilities

This approach enables participants not only to learn theoretical concepts but also to actively engage in simulated scenarios, thereby developing practical thinking in sales and customer service.

Transforming Sales Mindset in the Banking Industry

One of the key focuses of the program is to reshape the team’s approach to sales.

Instead of merely focusing on transaction processing, participants are guided to:

• View sales as financial solution consulting rather than selling standalone products
• Recognize each transaction as an opportunity to uncover customer needs
• Proactively approach and guide customers instead of waiting passively

This aligns with the current shift in the banking industry: from “transaction processing” to “building sustainable customer relationships.”

Enhancing Skills in Needs Discovery and Sales Opportunity Identification

The program concentrates on developing core competencies in banking sales, including:

• Identifying opportunities from transactions, data, customer lifecycle events, and relationships
• Applying the three-layer questioning technique to uncover latent needs
• Practicing active listening and interpreting financial signals
• Shifting mindset from “service delivery” to “value-based advisory”

A key principle emphasized throughout the program is:

If we do not ask, customers will not proactively reveal their needs, and any proposed solution will lack real value.

Developing Up-sell, Cross-sell Capabilities and Increasing Customer Value

In addition to needs discovery, the program enhances participants’ ability to increase customer value through:

• Cross-selling: introducing relevant complementary products
• Up-selling: advising more optimal financial solutions
• Professional closing techniques and objection handling
• Building and maintaining long-term customer relationships

A central message consistently conveyed throughout the program is:

Banks do not sell products – they sell trust and long-term value in accompanying customers.

Driving Post-Training Transformation

The program is designed not to end in the classroom but to be applied directly in operational practice through:

• Role-based practical exercises
• Development of individual action plans
• Orientation for post-training follow-up at the branch level

The ultimate goal is to support the team’s transition from “bank staff” to “financial advisors,” capable of accompanying customers throughout their financial journey.

With a modern training methodology, practice-oriented content, and a clear focus on capability transformation, the program has delivered tangible value to the team at BIDV Bac Quang Binh.

This also reflects the consistent philosophy of Lead-UP Academy: Training is not merely about knowing, but about changing behavior, standardizing practices, and delivering measurable results in real operations.

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