CSS/CX
When should we provide?
After we have gathered as much information as possible about the customers situation for said solution to fully understand it.
How do we ask a customer to use Chip and Pin on the line effectively?
As long as the answer is assumptive to using the technology as the priority when on the front of the line.
A way we can build into Small Businesses in our area with Financial Benefits by getting permission to talk to a decision maker and gain New Households?
Workplace Banking
A dynamic Statement that builds your credibility with the customer and gives them reason to believe that what you have to offer to them is credible and valuable for them.
Capability Statement
Name 5 documents we need to collect for a Business checking account?
1. Signature Card
2. Deposit Account Resolution
3. W 9
4. BOLT
5. Legal Documents (Good standing, Articles, Minute meetings, etc.)
Name 3 things we can identify from someones profile to have a meaningful Credit Card conversation.
Low even payment amount on a large balance, Reward points, No alerts, High Balance, High Interest Rate
Name 2 things we can do to "Own it" for the customer experience.
Apologize and Empathize
Set expectations
Follow up
Limit the customers efforts
Do the extra things to make a difference
What are 2 new account documents that we can NOT recreate?
CD Certificate and Credit Card Application
Name 5 Benefits of opening a HELOC that a customer on the fence would see value in.
Flexibility with spending and borrowing
Interest only payments
Lower interest rates
No closing costs
Convenience
Develop an overcoming objection model and role play with your partner. Best one wins
Encourage
Question
Confirm
Provide
Check
What should happen for any Business account or Specialized account AFTER it's opened in the branch from a compliance standpoint?
1. Reviewed by Banker with checklist
2. Updated on the tracker if Business account
What products qualify for an Other Solution?
Bonus: What are the weighting % targets for Primacy for the 3 categories.
Most wins
Other = 21%
Digital = 80%
Direct Deposit = 45%
Develop your best High Gain Question.
Best question wins
High Gain question = an open ended question that you can into one of 3 categories:
Evaluate or analyze
Speculate
Express Feelings
Should cause a person to pause and think. Causes deeper thinking.
How do we assess if a business customer is a good fit for a BLOC?
What are the fees associated with opening a Small Businees Unsecured Line of Credit?
Cash flow needs - high revenue but low balances
Large purchases, consolidate debt
Basically Same as a HELOC
$175 Annual fee
Develop your best "Provide" to a Business customer who who would be a good candidate for Work Place Banking.
Best answer wins