C is for CONNECT
What's the first thing you should do when starting a CONNECT conversation?
Acknowlwgde the member immediately, use their name, and smile :)
These are the 2 types of questions used in the Con2ect Model?
What is Open and focused
These are the two types of needs you should explore?
What is Immediate and additional/long-term needs
Name 3 typical member's objections.
Cost too much, interest rate too high/low, not enough time, I need to talk to my spouse/partner
What's the only sport to be played on the moon?
Golf-1971
What does the acronym N2 represent in the CONNECT model?
Note and summarize
Give one example of expressing desire to help
I'd love to help you with that!
What's the one effective question to explore long-term financial needs?
What are your plans for saving or investing over the next few years?”
The minimum commitment you should get when a member needs to "think" about your offer.
What is a commitment to follow up with them?
Name the film or the character:
"I'm going to make him an offer he can't refuse."
Don Vito Corleone (The Godfather)
Fill in the blank "When creating a connection, it's important to make the member feel ______"
Values, heard, and welcomed.
If member come in to open CHQ account what are 2 open questions we can ask them?
How will you be using this account? or Who will have access to this account?
Why is it important to ask about the member’s current financial situation?
To provide solutions that fit their overall financial picture
The worst thing you can do when facing an objection.
What is argue?
The number 57 on the Heinz ketchup bottle represent this.
What is the number of varieties of pickles the company once had?
What is the purpose of the CONNECT model?
To provide a structured way to build trust and address member needs
These are the four categories or pillars we explore with our questioning strategies.
What is Bank, Borrow, Protect and Invest?
When opening a new membership, this report can be a helpful tool in spotting opportunities/nees to refer the member to a AR for a deeper conversation.
What is the credit bureau?
These are the 4 stages of the Handling Objections Model
What is AERC = Acknowledge, Explore, Resolve and Check for satisfaction
What is the name of Han Solo's ship in Star Wars?
Millennium Falcon
Name one way to transition into the Open Dialogue phase of CONNECT.
Asking, ‘May I ask you a few questions to better understand your needs?'
Whats are 3 words that preface open ended questions?
Tell, How, What, Who, When, Where
This is the meaning of TAG
Transition to member's cues,
Ask member to prioritize,
Gain members Commitment
What is the difference between sympathy and empathy?
Sympathy - Understanding how the member is feeling and acknowledging their concerns.
Empathy - "Jumping the counter" and Siding with the member.
What was the original name of Google?
BackRub