QBS6
What does QBS6 stand for?
Question Based Service 6 steps
How soon should you acknowledge a member when entering the branch?
Within 3 seconds
What pillar am I: We work to resolve issues in a timely manner to satisfy the member
Resolution
What is the fee for an international wire transfer?
$60
In what year was Credit Union 1 founded?
1958
What are the names of the forms used within QBS6?
Outbound Call Planner
Meeting Planner
Prospect Summary Sheet
Needs Assessment Sheet
Before you can offer solutions to members you want build what with them?
Rapport
What pillar am I: We are ethical in all our interactions and we do what we say we will do.
Integrity
What personal checking account earns dividends and will also waive fees for stop payments?
Premium Plus Checking
What are our corporate values?
Be Great
Be Engaged
Be Open
Be Nice
What is the follow up process with the nurture step?
2 days
2 weeks
2 months
6 months
Quarterly
What is the difference between open ended & closed ended questions?
Open ended questions do not have a yes or no or absolute answer and require a person to come up with additional details and information.
Close ended questions have one correct answer or that give limited options to the respondents to answer.
Expectations
What is the routing number for CU1?
271188081
What branch of the military was the original base of membership of personnel from?
Air Force
What key things are involved with the closing?
Agree on next steps
Schedule next contact in outlook
Thank member for business
Ask for future business & referrals
What are some actions you should take when serving the member?
Ask how you can help
Validate the members information
Listen carefully to the request, acknowledge, and clarify the request or issue
Ask permission to take notes and ask questions it the request is complicated
Ask open ended, high gain questions
What pillar am I: We put ourselves in the members shoes and treat them the way we want to be treated.
Empathy
What is the minimum balance requirement on a business express premium plus checking account?
$25,000 otherwise there is a MMF of $50
What is our mission/vision statement?
Provide a personalized banking experience to create a brighter future for all
What are the 6 steps of QBS6?
Prospect / Research
Discovery / Needs Assessment
Presentation / Demonstrate Value
Objection Management
Closing
Nurture
What are the five steps to a great member experience?
Greet the member
Serve the member
Offer solutions
Transfer to a partner
Close or follow up
What are the 5 pillars of member experience?
Integrity
Expectations
Time & Effort
Resolution
Empathy
How many items are allowed per month on a business express plus checking account?
Up to 350 items per month
Name the 8 members of our executive team
Todd Gunderson
Scott McDonald
Paul Fitcher
Jeffrey Rothmeyer
Michael Hirt
Sue Heyen
Kevin Allen
Michael Eck