Customer Experience
Discovery
Digital
Credit Protection
RESL
100
Review appointments for the day, review customer portfolio, clean desk/office.
What is being prepared? TIP: Being ready increases customer satisfaction and reduces your workload, distractions and stress. Own your calendar, book time to prepare and to make calls.
100
Understanding your customers full financial picture.
What is collecting OFI? (Assets and Liabilities) TIP: Being curious is important in providing the best in-class advice. Print the PA upfront, Ask - "what has changed since we last met?"
100
A quick and easy way for customers to send money to over 170 countries and in 150 currencies using EasyWeb?
What is Visa Direct? TIP: Cost effective way to send up to $2500 internationally conveniently.
100
3 Questions during your OFI update for Insurance Coverage
What is How much? What type? What is the purpose? (Why) TIP: Obtaining this information upfront is crucial to every CP conversation. 70% of customers with a mortgage do not have Credit Protection.
100
Product that offers Convenience, Flexibility, Peace of Mind and Saves Money
What is a Flexline?
200
What C3 item would paint a visual picture to understand customer needs/wants?
What is a tool? (Discovery Tool, Credit Worksheet, Retirement Planner, Credit Protection Analyzer) TIP: Using a tool can actually save time, ensure we ask all the important questions and provide consistent recommendations.
200
Dreams, savings, future needs, future financing, etc.
What are Goals? TIP: Customers know you are the experts so they expect you to help them achieve their financial goals.
200
Warm welcome, understand the reason for their visit, provide Digital Advice
What is Lobby Leadership?
200
Credit protection coverage limits?
What is $300K on HELOC/FLEXLINE and $500K on MTG's. TIP: Use the Reason to believe web page for product info, resources, and videos. Increase in MTG protection to $1million.
200
A customer currently has a mortgage and/or Term Portion(s) on their HELOC/FlexLine but requires further financing in the form of a FlexLine. Porting a MTG or Term Portion(s) is known as...
What is the FlexTerm Option TIP: With the use of the FlexTerm Option Calculator a MTG or Flexline Term Portion is portable. It must have a minimum 6 month term at time of funding.
300
Definition: eager to learn or know, shows interest. _ _ _ _ _ _
What is curious? TIP: In order to show interest, learn and know more about our customers we need to be curious. "Tell me what has changed since we last met?"
300
Two methods used to deepen relationships through follow-up;
What are SGLs and iCal Appointments? TIP: Create SGL's and iCal appts before the customers leave to show you care about their goals and future needs.
300
Maximum daily amount that a customer can deposit via Mobile Deposit
What is $15000? TIP: Great feature for Personal and Small Business customers. Hold limits do apply.
300
Used upfront to understand cash flow and CP need.
What is the cash flow analyzer? (CP tool) TIP: Understanding cash flow and budget is crucial for all credit applications and how you determine if there is a credit protection need.
300
Provides customers with a current picture and solution/recommendation that calculates cash flow and interest savings.
What is the Credit Worksheet? TIP: The Credit worksheet is important to use during MTG Renewals, Refinancing, MTG OFI Transfers. It provides you the ability to show interest and cash flow savings, along with protecting a customer and creating a savings plan.
400
Open door, smile, ready, "I would like to help you here" and "Thank you for your business Mrs. Jones, I look forward to hearing about your trip when you are back in the branch"
What is Warm Welcome (Welcoming) and Fond Farewell (Thankful)? TIP: Think of how you welcome and thank friends and family. Make it your own and Make it Personal.
400
A statement that helps you build rapport and establish trust with new customers.
What is a Credibility Statement? TIP: Customers need to know how you can help them. Make it your own.
400
Zero liability transactions
What is Flash Transactions? TIP: Customers on average perform 13 flash transactions a month. Unauthorized transaction amounts are returned within 5 business days.
400
Calculate - Life payout: Customer obtained a $1million MTG, customer has accepted 50% coverage. 5 years later the balance was $750K.
What is $325K in Partial Coverage? TIP: Customers will be able to choose a % of coverage with a minimum of $300K. Rates are based on product coverage limit not total MTG/HELOC value. Calculation is; Payout % = Coverage amount/MTG amount.
400
It includes 6 simple questions which gives customers an idea of their home purchasing ability
What is the Home Affordability Tool (Discovery Tool)? TIP: The Home Affordability Tool can be leveraged to help customers understand their budget and/or when customers are not ready to start an application.
500
Definition: to want the well-being or protection of a person. _ _ _ _ _ _
What is caring? TIP: During conversations learn more by starting statements with "Tell me..."
500
Every appointment starts with...
What is the Personal Assessment (OFI and Financial Goals) TIP: Print the PA upfront, understand future goals and needs, Ask - "what has changed since we last met?"
500
Newest Interac e-transfer feature
What are Request Money and or Autodeposit? TIP: Request Money allows customers to request money through Interac e-transfer. Autodeposit allows customers to receive money without a security question.
500
Current types of Life and CI coverage's on a MTG and HELOC/FLEXLINE
DAILY DOUBLE!!! MTG; What is Life, Life Threatening Illness, Dismemberment, Heart attack, cancer, stroke. HELOC/FLEXLINE; What is Life, Dismemberment, Heart attack, cancer, stroke. TIP: TD pays over 90% of claims and pays approx. 7 claims per day.
500
House value = $600K * original plan limit = $400K * current balance = $350K * Revolving limit = $?
What is 390K? TIP: TD has adjusted its language on Flexline agreements to make it easier to understand for customers.
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