RETAIL FOUNDATIONS
This question should start every retail customer conversation to uncover what matters most.
What financial goals are you hoping to accomplish this year?
This Financial Fitness area focuses on savings and preparing for unexpected expenses.
What is an Emergency Fund?
This onboarding tool is used during all consumer checking account opening conversations.
What is the Consumer Onboarding Day 1 Tool?
This is the purpose of a value statement during a customer interaction.
What is explaining how I support the customer and their needs?
Savings accounts, CDs, and Easy Save are commonly recommended for this goal.
What is building an emergency fund?
After asking the Retail Foundational Question, bankers should select this number of Financial Fitness questions to dive deeper.
What is one or two Financial Fitness Key Questions?
Questions about credit cards, loans, and handling unexpected expenses fall into this area.
What is Credit Management?
This is a required question during onboarding to understand savings priorities.
What are you currently saving for, and why is that important to you?
A strong value statement should be limited to this length.
What is one to two sentences?
Credit cards, installment loans, and HELOCs support this Financial Fitness area.
What is Credit Management?
Customer responses to key questions should be documented here for future use.
What are CCM Notes?
Asking about retirement goals and risk tolerance supports this Financial Fitness category.
What is Building Wealth & Retirement?
When a customer is self‑employed, bankers should ask questions related to this area.
What is Business Banking?
This best practice helps build confidence in delivering your value statement.
What is practicing with a peer?
Online banking, alerts, and electronic statements support this category.
What are Ways to Use the Bank?
This best practice helps ensure consistency and personalization in future interactions.
What is documenting customer needs and preferences?
This category focuses on insurance and protecting income, family, or business.
What is Protecting What’s Important?
After account opening, bankers should set follow‑ups within this time frame.
What is within 30 days?
A strong value statement connects banker solutions to this.
What are customer goals or needs?
Matching solutions to stated goals helps improve this customer metric.
What is customer satisfaction or engagement?
Failing to ask foundational and follow‑up questions most often leads to this missed opportunity.
What are unmet customer needs?
Asking questions across multiple pyramid levels helps bankers achieve this outcome.
What is holistic financial guidance?
A weak or generic value statement most often causes this customer reaction.
What is confusion or lack of confidence?
The most effective recommendations are based on this customer information.
What are documented customer goals and needs?