GUAC
Includes a closing statement
What is close?
Can you tell me more about the transaction from Wal-mart?
What is open-ended?
After your open-ended questions, the member states that they are looking to consolidate their transactions to one account in the easiest method.
What is ClickSwitch?
Confirms the member's best contact number
What is the greeting?
Did you review the transfers on your account?
What is closed-ended?
"The cash-out refinance would allow you to get the extra funds that you need and lower your rate on the auto loan." What is occurring in this statement?
What is reinforcing?
Provide appropriate advice and solutions relevant to the needs we’ve uncovered through open-ended questions. Provide self-service options relevant to the issues presented by the caller to prevent the same or closely related issues in the future.
What is Advise Appropriately?
What other financial concerns can I help you with?
What is open-ended but will not count
"Based on what you've told me, it sounds like you need a way to put funds away and lock them." This is considered what type of statement?
What is a clarifyinf statement?
Ask open-ended questions to fully understand the caller's concerns, identify their actual needs, build rapport, uncover the why, and uncover potential opportunities to ensure we have the information to advise them correctly and efficiently.
What is ask open-ended questions?
You would like to speak to a supervisor? Can you explain the issue to me and see if I can help you first?
What is open-ended?
What follows if the member declines the buy-in statements?
What advise the membe to call us back if they change their mind?