F
I
R
S
T
100
Thank you for your patience
What is First Class Language
100
That's the back office...
What is an example of What NOT to say
100
Customer is in your office and wants a checking and you begin opening the account on your computer. Customer walks away with an EFree account.
What is not the way to open an account
100
Based on information you have shared our secured credit card will help you establish credit
What is a way to provide solutions for customers benefit
100
Thank you for your time and patience today
What is thanking genuinely
200
Welcome to First Financial Bank
What is our Consistent Greeting?
200
How is your kids doing in basketball this year?
What is an example of First Class Language
200
Share with me how you generally manage your money each month.
What is an example of an open ended question.
200
So today we have discussed the need for convenience, accessibility, and no fees, have I overlooked anything important?
What is summarizing your client conversation
200
Do you have any friends or family members that might benefit from my services
What is asking for referrals
300
I can wait on whoever is next!!
What is an example of NOT to say?
300
Thank you for coming in this morning so that we can assist you with your internet banking. As the assistant manager, I am confident we'll find the solution.
What is a credibility statement
300
Customer spends his visit at First Financial Bank hearing about your children being sick and the school they have missed
What is not a way to uncover THEIR needs
300
I have hot carded your card
What are banking terms that clients do not understand
300
So we’ve completed your account set up, enrolled you in online banking, and taken care of your overdraft protection, you will receive a follow up call for me in a couple days, in the mean time, please log in and sign up for e-statements and bill pay like we discussed
What is setting next step expectations
400
How can I help you today?
What is an example of Good Language
400
Do you mind if I ask you a few questions while processing your request?
What is a way we can gain permission to take notes
400
Checking, Online Banking, Debit Card
What are our common solutions
400
Speak with a smile, laugh, etc
What are ways to present soutions enthusiastically
400
Give the client two business cards
What is one way to ask for referrals
500
Use clients name and remain eye contact at all times
What is the way to give attention
500
Thank you for bringing this matter to our attention
What is a way to hear, empathize and acknowledge
500
What is most important to you in a bank
What is a probing question
500
Summarize/Suggest/Close
What is the S Accronym
500
2 Days 2 weeks 2 months
What are the onboarding steps
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