Professionalism
True or False? Is it okay to utilize your cell phone in the presence of members? Explain.
No, it can be a distraction and interfere with member service.
Sales and _______ go hand in hand!
Service.
What does PSO stand for?
Potential Sale Opportunities
Why is it important to smile while assisting members?
Tells members that you are glad to help and you love serving members.
What is our (KFCU) motto?
Be Extraordinary
True or False? Gum chewing is allowed when assisting members on the phone. Why or why not?
False. It is not professional.
What are closed-ended questions?
Questions that result in a yes or no answer.
What purpose does PSO serve?
False. It is never okay to interrupt a member.
What month and year was KFCU founded?
October 1947
Why is adhering to dress code important?
Your attire is a representation of the organizations standards and exemplify its positive image to our members
What is an open-ended question?
Questions that require you to give an expanded answer therefore giving the representative more information to better uncover needs.
Where can you access the PSO report?
In ARCU
Who should sit first when entering the FSR office?
The member sits first. The lender may sit after the member does.
What are our (KFCU) core values?
1. Authenticity
2. Approachability
3. Commitment
4. Empathy
Name 4 attributes of Professionalism
Attire (Image), Knowledge, Demeanor (Self-Regulation), Honesty & Integrity, Accountability, Competency, Polite, Tone of Voice, Word Choice
Why are closed-ended questions not suggested when getting to know the member?
It doesn't give the member a chance to explain what they really need.
How often can you expect a PSO update via email?
Every Monday and the 1st of each month.
True or False? Having etiquette over the phone is just as important as in person?
True. We should always practice etiquette no matter the form of communication.
Service and ______ go hand in hand.
Sales
What are some "don'ts" of appearance?
Extreme hairstyles, visible "bad taste" tattoos, dresses or skirts shorter than 2' above the knee. Back office attire is a little different than front line member facing.
Why is it important to interview our members while assisting them?
To seek out additional PSO's that would benefit the member.
Why should we strive to meet the PSO goal that we are given by our supervisor?
This gives our members plenty of opportunity to utilize the great products and services that KFCU offers!
True or False? Being a listening ear is a form of etiquette.
True. Sometimes our members just want someone to listen to them and you are practicing etiquette by listening.
What is Psychological Reciprocity?
People are instinctively motivated to return to us the same feelings and attitudes we give them.