Communication is of highly importance and all over present in almost every business process. If efficient enough, it leads the salesperson to their main goal which is sale. It can be concluded that communication is the main tool of every successful banker. All of their tactics and strategies are based on their communication and presentation skills. This paper comprises basic terms connected to communication, types of communication and the importance of active listening. Topics and literature referred to for this paper are psychology of sale, ways in which a banker's presentation should be customized to their client's needs, communication through the sales process and finally a research has been conducted in the form of a survey. The main goal of this paper was to state communication types between a banker and their client; communication as the key indicator of business efficiency; the importance of non-verbal communication; ways of communicating with „hard clients“; whether Zagrebačka bank regularly invests in knowledge and communication skills of it's employees; ways of customizing the sales process; the role of a banker's physical appearance and to state to which extent are bankers content with the quality of communication between them and their clients. According to the research results the majority of bankers communicate with their clients in person. Secondly, the majority of bankers think that communication is the key indicator of business efficiency but valued non-verbal communication as highly important too. Also, most of the respondents confirmed that their employer regularly ensures the development of their communication skills and techniques through education. Furthermore, the majority of respondents stated to have excellent communication with their clients and pointed out that the main reasons of „poor communication“ are lack of active listening, overuse of technical terms, misunderstandings, client's unrealistic expectations, unsuitable or maladjusted communication, etc.