| RAPPORT/TRANSITION | INTERVIEW/RECOMMEND | ART of CUSTOMER SERVICE | NEXT STEPS | MIXED BAG |
|---|---|---|---|---|
|
Smile
Handshake/Hand customer business card Introduction Name Eye Contact-Refreshments-Sanitizer
What is the acronym we use for rapport and what does each letter stand for?
|
Daily Money Management
Preparing for the Unexpected Planning for Major Purchases Planning for the Financial Future
Name the four quadrants.
|
Appreciation
Respect Trust
What are the three emotions that we want to evoke in our customers?
|
Branch Manager Introduction
What does BMI mean?
|
Freeform answer; however, calling back information that was given earlier in the interaction is what we discuss in class.
What is an effective way to transition from one quadrant of the interview to another?
|
|
Develop a relationship with a customer to gain their confidence. PURPOSE; DOOR
What are we looking to accomplish during rapport?
Complete the blanks. Rapport with a _____. Rapport starts at the _____. |
Relationship, Cash In, Access, Cash Out, Protection
Name the 5 topics we cover in the first quadrant.
|
People vs.Technical Skills
The balance is determined by the customer.
Define scales-of-service?
|
Refer-A-Friend
$50.00 to you and your referred friend with a qualifying account, up to $500 a year.
Explain R-A-F.
|
Lending Solutions
Investment/Insurance Opportunities Deposit Products Discussed
What does LID stand for in relation to you journal notes?
|
|
Are you new to the area?
Are you switching banks? (or do you live or work nearby?)
What are the two starter questions?
|
Mortgage, AIS, RLS (Consumer Lending), Business Banking, B @ W
Name four potential partner referrals you could uncover in the interview process.
|
Acknowledge
Action Apologize
Name the three A's for handling a complaint.
|
Sales Pro-Sign. Card, PP, Managing Overdrafts, Account Disclosure, Fee Schedule
Coupa-Dep. Acct. Agreement Booklet Intranet-Interest Rate Sheet
Name the three places we get our disclosures from and what do we get from them.
|
checking-savings-direct deposit-debit card-OL-MB-BP
4.5
What is our cross-sell chant?
What is our cross-sell target? |
|
Sell yourself; sell the bank, set the agenda
BATT-Benefit, ask questions, take notes, time frame
DAILY DOUBLE-Name the three S's. Name the acronym used in the final S. What does each letter stand for?
|
Acknowledge, Ask, Answer, Ask
What are the four A's of overcoming an objection?
|
The peak emotion during the interaction and the last emotion that we leave a customer with.
Spa story
Define the peak-end rule.
Provide an example. |
Di-Disclosure
S-Set-up Digital E-Expectations for Follow-Up R-RAF T-Thank the Customer S-Session Wrap-Up
What is the acronym we use in Next Steps and what does each letter stand for?
|
Address, Update, Add Value
Name the three components of a successful Service-to-Sales interaction.
|
|
Freeform answer.
Demonstrate your transition statement.
|
Start with stated product, name the product, bundle, ask, overcome objections, next product, repeat 3-5, partner referrals.
There are 8 steps we talked about for a successful recommendation.
(To score points, you will need to name 6.) |
Where a customer, colleague, or family member falls on a scale from being in a red zone to being in a green zone. It helps us to determine how we need to interact with the customer to bring them into the green zone where they are feeling appreciated, respected and that we are a bank they can trust.
What is the mood meter and what is it's purpose?
|
Story, profile, pipeline, LID, Jill video shown, products and services agreed to by the customer (cross-sales)
What should our journal notes include?
|
Outlook, e-refer, pipeline, onboarding (program), campaign calls, working the lobby, activity triggers
Name the Daily 7 activities.
|
Support Us on Ko-fi