Show We Care
This must happen upon a client's entry to a branch or within 10 seconds.
What is to greet?
To help make your ambition a reality.
What is our purpose?
This role is made for the lobby.
What is a Customer Engagement Representative?
This action can be taken to celebrate a client's milestone.
What is sending an e-card?
The minimum number of times you should say a client's name in conversation.
What is once, if/when appropriate?
A 9 or 10 rating means the client is considered this.
What is a promoter?
DAILY DOUBLE
What is Engage, Discover, Advise, Extend?
To confirm you understand by rephrasing in own words.
What is a complex confirm?
DAILY DOUBLE
What are 12 advisory emails, 2 meetings and 1 invite to a client event?
The steps to overcoming client objections.
What is Acknowledge, Probe, Prove, Advance?
The following are examples:
Let me see what I can do. I would be happy to look into it for you. I may not be able to but let me see what else I can do.
What is finding alternatives to saying no
This is 1/3 discovery questions.
-Rate your current financial situation on a scale of 1 to 10, where 1 is poor and 10 is excellent.
OR
-What are 2 financial strengths you are proud of and why?
OR
-What is one financial area you would like to improve?