Spot the Opportunity
During the conversation, the customer mentions wanting a new credit card. What potential Plus One product should immediately come to mind?
What is a credit card?
A customer has an identified personal lending need and is interested in discussing available options. Where should the associate get the customer connected?
What is the Digital Branch
You've uncovered a business payment-processing need and determined that the appropriate next step is a Merchant Services referral. What might you say to the customer?
“Based on what you've told me about how your business is accepting payments, this sounds like something our Merchant Services team may be able to help you explore. I'd like to get you connected with the appropriate team.”
“I own a small business and I'm spending way too much time managing payments and other banking tasks.”
What is an opportunity to explore a Treasury Management, TM Essentials, or other appropriate business referral?
A business owner needs help with accepting payments from customers. You’ve identified Merchant Services as the appropriate solution. Where does the opportunity go next?
What is a Merchant Services
You’ve identified that the customer is interested in exploring a credit card. Rather than simply telling them to contact someone else, complete the handoff.
“Based on what you’ve shared, a credit card may be worth exploring. I’d like to connect you with our credit card department so they can review the available options with you.”
A customer says, “My teenager just got their first job.”
What is an opportunity to ask whether they have discussed banking needs for their teenager?
Discovery shows that a growing business has broader banking needs that may benefit from Treasury Management or TM Essentials. Where should the opportunity go?
What is the appropriate Treasury Management / TM Essentials referral channel?
A business customer explains that managing the financial side of their growing business is becoming more complicated. You’ve identified a potential Treasury Management opportunity. How do you transition the customer?
It sounds like your business needs are changing as you grow. We have a team that specializes in learning more about those needs and exploring available solutions. I’d be happy to help get you connected with them.
“Payroll is becoming difficult to manage.”
Paychex referral
You’ve identified a legitimate Plus One opportunity and the customer wants to move forward, but you aren’t certain which team or referral process currently owns it. Where do you send the customer?
What is verify the current referral procedure before routing rather than guessing?
While helping with the customer’s original request, they mention that they need financing for an upcoming expense. You’ve asked follow-up questions and identified a possible loan or line-of-credit opportunity. Complete the handoff.
Based on what you’ve told me, it may be worth speaking with someone who can go over our lending options with you. I can help get you connected with the appropriate team to discuss what may fit your needs.
A customer mentions needing to borrow money for an upcoming expense. Instead of immediately ending the interaction after handling their original request, what potential need could you explore?
What is a loan or personal line-of-credit opportunity?
A business owner explains that managing payroll for their growing staff has become difficult. You identify Paychex as a potential referral opportunity. Where should the opportunity go next?
What is a Paychex referral through Treasury Management Sales?
A customer calls about a personal banking issue. During the conversation, they also mention that they recently started a business and need a better way to accept customer payments. You recognize a Merchant Services opportunity. What does a strong handoff sound like?
You mentioned that accepting payments is becoming more important as your business grows. That sounds like something worth exploring with a team that specializes in business payment solutions. With your permission, I’d like to help get you connected so they can learn more about your business and discuss the available options.