MACU BASICS
MACU is the _______ largest credit union in the United States
What is 7th?
Mirroring helps members feel this way.
What is listened to (or heard)?
CIP
What is Customer identification program ?
This was the most popular soda option among the Goldys
What is Dr. Pepper?
Mirroring is described as a direct tool for this AAA skill.
What is active listening?
Mountain America has branches in these five states.
What are Arizona, Idaho, Montana, Nevada, and Utah?
This technique shifts the conversation from debating facts to acknowledging feelings.
What is labeling?
CRM
What is Customer relationship management?
This team member takes 2-3 weeks to finish an ice cream sunday or shake.
Who is Beth?
Active Empathy helps establish this AAA skill before moving into a recommendation.
What is Building Rapport and Establishing Trust?
Members can access surcharge-free transactions at more than this many ATMs nationwide.
What is 50,000?
The primary purpose of a No-Oriented Question is not obtaining agreement, but creating this feeling.
What is safety or comfort?
SAR
What is a suspicious activity report?
This team member has broken their back.
Who is Shadam?
No-Oriented Questions support this AAA skill by providing a low-pressure way to ask for the next step.
What is Gaining Commitment?
Deposits are insured up to this amount per member by the NCUA.
What is $250,000?
When a labeling statement is inaccurate, the member will often do this, which still moves the conversation forward.
What is correct you?
MAIS
What is Mountain America Insurance Services?
This team member has a dream of living on a sailboat one day.
Who is Marisa?
Active Empathy creates the trust needed for this AAA skill to feel helpful rather than
What is Guiding with Credibility?
The name of MACU's educational podcast
What is "Guiding you Forward"?
Calibrated Questions help create this type of relationship with members.
What is a partnership or collaboration?
FICO
What is Fair Isaac Corporation?
The number of pets (cat and dog only!) that are on team Goldy.
What is 11 (7 cats and 4 dogs)?
Mirroring and calibrated questions give us more information to do this before we do Advise.
What is Assess?