Scenario Package
Member comes in upset about fees. Wants to reverse all fees from statements.
Product - E-Statements
A nonmember states that she wants to open a new account because she felt sketchy about her account being accessed at Chase Bank.
What is Security?
The item you give to the member prior to seating
What is a business card?
The "Golden Questions" for CU1
What loans and accounts do you have with Credit Union 1?
Benefit - Service
Service request - Fraudulent debit transaction
Product - CU1 Card Control
Already has Online Access
Any benefit statement using Service in proper form for additional product.
Member comes in to dispute fraud, comfortable with internet and wasn't aware it had happened. Disputed the fraud 30 days after it happened. Has an iPhone X
Product - Online Access
Additional service - CU1 Card Control
A nonmember just shopping around for the best rate because he wants to have this brand new shiny Camaro that he feels like he deserves.
What is Prestige?
You get this from the member when meeting them.
What is obtaining the members' full name?
The " Golden Questions " for other opportunities.
What loans and accounts do you have elsewhere?
Benefit - Security
Primary product - Personal loan
Associated service - Autopay
Any benefit statement using Security in proper form for both services.
Nonmember comes in to get an auto loan. Has mortgage, checking, CC, and motorcycle loan with AKUSA but came to us for auto with best rate.
Product - Auto loan
Associated service - Autopay
Additional product - Checking account
A nonmember comes in hoping to get a loan because they can't pay their rent this month and can strictly only afford $80 a month in their budget.
What is Economy?
Summer plans, winter plans, weekend plans.
What is a Non Business Conversation?
The question you would ask for a nonmember that has no credit and opening a new account.
What do you know about credit?
What is your experience with credit?
What are your plans on building your credit?
Benefit - Convenience
Product - New Account
Associated Service - Online Access
Additional Product - Auto Loan Refinance
Any benefit statement using Convenience in proper form for all three services.
A member comes in to get a notary for a vehicle claim. The vehicle is a 2006 Ford Focus. Has a savings with us , cc with us. Barely uses account.
Product - Auto Loan
A nonmember would like to apply for an auto loan. They were referred by a friend to CU1. The nonmember works 2 jobs full time.
What is Convenience?
"Hi there, my name is John Doe."
What is introducing yourself with full name?
Evaluating questions for a new account.
What are your balances going to be after you pay your bills?
Tell me how you prefer to pay your bills?
How will you be using this account?
How do you prefer to monitor this account?
Benefit - Prestige
Primary product - Pledge of Shares
Additional service - Automatic payment
Additional product - CD
Any benefit statement using Prestige in proper form for all three services.
Nonmember wants to open account and connect 8 bills automatically to her card monthly. She had a charged off account with AKUSA 3 months ago, and a repo'd auto with AKUSA. Likes to monitor her account from phone. Depositing 4000 into the account.
Product - New Account
Associated Service - Online Access
Associated Product - Secured Card
A nonmember comes in to open a new account, they are upset at how they were treated at Wells Fargo.
What is service?
This should happen when members reach your desk.
What is offering a seat?
" I can set you up with this account for you today, I'd also like to ask you some other questions about your other loans to see how I can help you there. "
What is a Transition Statement?
Benefit - Economy
Primary product - Spending account
Additional service - Debit card
Additional product - Personal loan
Any benefit statement using Economy in proper form for all three services.