ASSESS
TAKES DETAILED NOTES, ASKS CLARIFYING QUESTIONS, AND PARAPHRASES TO SHOW UNDERSTANDING.
ACTIVE LISTENING
THINKS CREATIVELY TO PROVIDE INNOVATIVE SOLUTIONS TO MEMBERS. SEES EACH MEMBERS SITUATION OR CIRCUMSTANCE AS UNIQUE. FINDS WAYS TO GIVE MEMBERS OPTIONS AND AVOIDS SAYING NO.
PROVIDES PERSONALIZED SOLUTIONS
OWNS EVERY MEMBER INTERACTION FROM START TO FINISH. BUILDS AND MAINTAINS LONG TERM RELATIONSHIPS WHILE DELIVERING EXCEPTIONAL MEMBER SERVICE.
OWNS THE MEMBER RELATIONSHIP
EFFECTIVELY UTILIZES TRANSITION STATEMENTS TO SEAMLESSLY MOVE FROM ONE TOPIC TO THE NEXT THROUGHOUT THE ENTIRE AAA PROCESS
TRANSITIONING
REFERENCES PREVIOUS STATEMENTS BY PARAPHRASING WHAT THE MEBER HAS SAID. MATCHES BENEFITS TO THE UNCOVERED NEED.
MATCH TALK
TEACHES THE MEMBER HOW TO UTILIZE PRODUCTS AND SERVICES, AND CHECKS FOR UNDERSTANDING. EFFECTIVELY SUMMARIZES WHAT HAS BEEN DONE. ENSURES THINGS ARE DONE CORRECTLY THE FIRST TIME, ALL PRODUCTS ARE FUNCTIONING PROPERLY AND ALL COMMITMENTS ARE KEPT.
PRODUCT DEMONSTRATION & QUALITY ASSURANCE
INTERPRETS VERBAL AND NON - VERBAL CUES. READS BODY LANGUAGE, TONE OF VOICE, AND EYE CONTACT. CONVEYS RESPECT AND USES CLEAR AND CONCISE LANGUAGE.
COMMUNICATION & EMOTIONAL INTELLIGENCE
CHANGES DELIVERY BASED ON VARIOUS GENERATIONS, FINANCIAL ACUMEN, AND PERSONALITIES. UNDERSTANDS THE GENERATION GAP BETWEEN SELF AND MEMBER.
ADAPTS TO AUDIENCE
CREATES CONFIDENCE WITH MEMBERS EVERY TIME, REASSURING THEM AS THEIR FINANCIAL GUIDE. FUNCTIONS AS THE PONT OF CONTACT FOR ANY FURTURE NEEDS. EXPLAINS NEXT STEPS, SETS FUTURE APPOINTMENTS AND EXPECTATIONS FOR ONBOARDING AND ASKS FOR REFERRALS
FOLLOW UP & POST SALE RELATIONSHIP
POSITIONS ONESELF AS A FINANCIAL GUIDE BY EXPLAINING THE BENEFIT YOU PROVIDE AND HOW YOU DELIVER IT UNIQUELY.
VALUE PROPOSITION
ENSURES COMMON UNDERSTANDING BETWEEN SELF AND MEMBER BY ASKING CLARIFYING QUESTIONS. ENSURES THE PRODUCT OR SERVICE IS IN THE MEMBER'S BEST INEREST, THEN REITERATES THE VALUE AND BENEFIT FOR CLARITY.
UNDERSTANDING OBJECTIONS
MAKES GREAT FIRST IMPRESSION THROUGH GREETING. ASKS QUESTIONS TO GET TO KNOW THE MEMBER ON A PERSONAL LEVEL AND ESTABLISHES A GENUINE CONNECTION.
BUILDS RAPPORT & ESTABLISHES TRUST
UNDERSTANDS FEATURES AND BENEFITS, AND IS ABLE TO ARTICULATE THEM. MATCHES THE CORRECT BENEFITS TO THE MEMBER'S NEEDS. UNDERSTANDS ONE'S OWN ROLE AS THE FINANCIAL GUIDE. CREDIBLY AND COMPELLINGLY ADVISES MEMBERS ON CUSTOMIZED SOLUTIONS.
ADVISES WITH CREDIBILITY