CHECKING
A member with a First 5 Savings account comes in to make a deposit. What open-ended questions can you ask to uncover any unstated needs?
"What's been your experience with your current financial institution so far?"
Checking account only member.
What open-ended questions can you ask to uncover any unstated needs?
EXAMPLE
“Do you currently have a savings? What’s most important to you when it comes to saving—access, growth, or security?”
A member comes in to ask when the best time is to place a travel notification on their debit card. What open-ended question could you ask to help uncover any unstated needs?
EXAMPLE
“What’s been your go-to way to manage travel or larger expenses?”
Member comes in to withdraw money to take to another financial institution for their car payment. What open ended questions can you ask to uncover an unstated need?
EXAMPLE
“Would lowering your auto payment help free up room for other financial goals? STCU could help with that.”
Member comes in with a $250k check to deposit. What opened ended questions can you ask to uncover an unstated need?
EXAMPLE
“Are you thinking about using this money right away, or would you like to explore options for growing it?”
A member who only has a loan with STCU comes in to make a payment. What open-ended question could you ask to uncover an unstated need?
EXAMPLE
“How are you currently handling your everyday spending and bills? Do you find it easy and efficient?”
Member comes in to withdraw money, making a comment about rates. What opened ended questions can you ask to uncover unstated needs?
EXAMPLE
“Have you explored other ways to grow your savings—like CDs or money market accounts?”
A member comes in to make a car payment and mentions they need to head to another institution to make a credit card payment. What open-ended questions could you ask to help uncover any unstated needs?
EXAMPLE
"Did you know STCU offers balance transfers, what is your current interest rate with your credit card?"
A member comes in to make a deposit and shares that they’ve been struggling with some past financial decisions. What open-ended questions can you ask to help uncover any unstated needs?
EXAMPLE
“Would it be helpful to combine some of your payments into one monthly amount?”
A non-member comes in to cash a check. What open-ended questions could you ask to help uncover any unstated needs?
EXAMPLE
“Have you ever considered switching to STCU that offers free checking and high yield savings?”