Let's Talk Banking
A customer wants easy access to their money for everyday purchases. They currently do not have any savings but want to start saving for a new car. They also do not have great credit right now. What could we do to help this customer?
WHAT IS
We should start by asking more questions about their situation. Will they have a direct deposit? How much would they like to save each month for the new car?
We can tackle both issues by offering a checking account and a credit builder loan for the customer!
What is one important date to review with the customer when discussing their CDs?
WHAT IS
Maturity Date
A customer walks into the branch and says, "I'm just looking around." What should you say?
WHAT IS
Welcome to Carter! How may I help you today?
A customer says they do not want to hear about any products we offer. What can we do?
Respect their decision. Let them know we are here if they need anything. Continue helping with their original request.
A customer has been banking with us for 10 years. What is one way we can strengthen the relationship?
WHAT IS
Ask about their current situation. A lot can change in 10 years. If they are saving for anything, if they have any big purchases planned, etc. The products they are using may not fit their needs anymore.
Let the customer know they have a CD in maturity and today is the last day to renew it. Offer to sit down with the customer for an in-person or phone conversation to review their renewal options.
How can you turn a routine transaction into a meaningful customer interaction without holding up the customer?
WHAT IS
Ask questions! Just starting a conversation can turn into uncovering several ways we can help the customer.
A customer says, "Another bank is offering a better interest rate. Why should I stay here?"
WHAT IS
Acknowledge their concern. Find out what matters most to them, talk with the customer to uncover how we can deepen the relationship, where else they bank, etc. Carter has several benefits that customers may not be aware of. Show them why Carter is different!
A customer has extra money they won't need for several months and wants to earn interest. What product(s) might be worth discussing? How can we further help the customer?
A CD
Ask when they will need the money, how much money it is, etc. to best fit them in the correct term.
A customer's CD matures in June, but it's currently October. Your goal is to schedule a conversation with the customer before maturity. How could you offer the appointment?
Explain that you'd like to review their upcoming CD maturity, learn about their plans for the funds, and discuss available options before the renewal date to build a better relationship with them.
A customer is upset about an unexpected fee. What should you do first?
Listen without interrupting, acknowledge their concerns, review the account to understand what happened. See how you can turn their frown upside down.
A customer comes into the branch and requests to withdrawal a large sum of money in cash. They are on the phone and are acting strange. Is there a conversation to be had with the customer? What kind of questions?
WHAT IS
There can be several reasons they are taking out the cash. We can ask multiple questions to gain clarity. We want to always do our due diligence and pay attention to make sure customers aren't becoming victims of fraud. Keep in mind, scammers will coach their victims on what to say when questions are asked.
Phone: "Hello I was just calling to check what your CD rates are right now." How would you handle this phone call?
Don't just list the rates. Ask if they are a customer at Carter already and what their name is. Try to dig deeper, if okay with them, to see if they are shopping around at different banks for the best rate, what the CD will be used for, how much/how long they would like the CD for, if they have found better rates elsewhere, etc.
You have uncovered that a CD-only customer has $225,000.00 at another institution. What should you do?
Have a more in-depth conversation with the customer to see if they are open to bringing their other accounts to Carter. If the customer is open to it, send an activity to deposit strategy for a rate bump request for the CD in hopes they will bring their full relationship to Carter.
A customer calls to ask about a transaction they don't recognize. What is your next step?
Verify the customers identity according to bank procedures, review the transaction for the customer, follow the appropriate procedures to assist the customer.
A customer has $15,000.00 sitting in a checking account and has never mentioned opening something else. What are some questions we can ask the customer?
There are several questions we can ask without trying to pressure the customer into a product. We could ask questions like "Are you planning to use those funds in the near future?"
Don't assume the customer needs a new product simply because they have a high balance.
Someone walks in and says, "I would like to cash this check." What would you do throughout the transaction?
No right answer
Based on if they are a non-customer or customer, follow proper procedures. Have a conversation with the person and see what you can uncover.
A customer says they are saving up for a home. What is a good follow-up question?
WHAT IS
Ask about their goals and timeline. Explore if there is any services the bank offers that can assist them with their planning/saving.
Think about a mortgage referral!
WHAT IS
Explain to the customer that the CD will automatically rollover into the base rate and it's best to renew with one of our CD specials to earn more in interest. Offer to help with renewing the CD and finding the best term/rate for them.
A customer comes into the branch and says they have several transactions on their account that they don't recognize. They have $20,000.00 in a checking account. What can we do to better help them?
WHAT IS
Offer to review their account with them. Dispute any fraudulent charges, offer to help them better protect their funds with a savings account, give the customer extra guidance on avoiding fraud in the future (using a credit card for online purchases, separate account for online purchases)
"I'm not interested"
What should you do?
Sometimes there is nothing we can do, but we can always remind the customer we are here if they need us. As long as the customer remembers our conversations when they may need us next!