Greet
Engage
Explore
Follow-Up
Three Tenets/Life's Journey
100

What is the purpose of Greet?

To create a memorable first impression and build rapport

100

Asking these types of questions encourages clients to open up about their needs.

Open-ended questions

100

What is the purpose of explore? 

To uncover life events, financial gaps, and empower the client to invest in their financial future.

100

What is the "5,15 and 35 rule for Folow-up?

  • For Consumer Delivery teams, follow up on days 5 and 35 should be done by the originating banker. For day 15, follow up should be completed by a leader, when possible. 
100

What are the three tenets?

1. Security

2. Ease and Convenience 

3. Financial Wellness

200

Name one guideline for a strong Greet

Guidelines:

  • Start every conversation with a smile - even over the phone. 
  • Introduce yourself by name to create an immediate connection, and ask for the Client's name.
  • Be personable, be present, be engaged.
  • Clarify with the Client what the call or visit is about.
  • Use Life’s Journey Conversation Starters to learn more about the Client. 
  • Effectively position your role as a financial partner. 
200

Why should you ask permission before asking questions during engage?

Respect clients potential anxiety

200

After satisfying the initial need, what should you transition to?

Life’s Journey or exploring if there are other servicing needs.

200

What tool helps document life events and Follow-up needs?

The client portrait

200

Self-Service education and enrollment in Online Access.

Are examples of?

Ease and Convenience

300

What is the main outcome for a successful Greet?

Client feels welcome, brand recognition is established.

300

How do you handle awkward silences during Engage?

Give expectations and let the Client know you are reviewing relevant notes or activity on their account.

300

What can we introduce to the client when educating on financial tools?

Introduce Online Access

300

What is the service+1 during Follow-up?

 In this model, we should always go one step further than the Client’s expected results.  

300

Exercise confidentiality when obtaining or requesting information from clients. Educate the client on payment service apps and how to protect their purchases. Assist them with setting up digital alerts.

Are examples of?

Security

400

When should you escalate during the Greet phase?

When the client is upset, escalating to a leader.

400

Fill in the blank:

_____ the Client's needs to ensure we are on the same page. 

Restate

400

How do we match solutions to the client's Life Journey?

Match financial solutions to the Client’s goals based on the client’s life journey.

400

Why is documenting in the Client Portrait important?  

Ensures the team stays aligned and improves client experience. 

400

How should you introduce the Life's Journey.

Start with a conversation starter, then use the Talk Track flow.

500

Fill in the blank:

"Welcome ____" 

 "Thank you for ____ BOKF"

1. Back

2. Choosing

500

Name one guideline for a strong Engage conversation. 

  • Life events are uncovered.
  • Client identifies gaps in Life’s Journey.
  • Client understands how BOK Financial can assist. 
  • Rapport is established. 
500

What does the "ownership" concept mean during Explore?

Take ownership of the Client’s needs and requests.  

500

List a best practice managing client expectations during Follow-up.

Review next steps with the Client and set proper expectations for follow-up dates and preferred contact method.

500

What's the purpose of Life's Journey?

To guide clients through major financial life events.

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