Understand the Member
A member says:
“I've never liked credit cards. If I don't have the money, I don't buy it.”
Main question: How would you respond in a way that respects the member's philosophy while opening an opportunity to understand their perspective?
Relationship bonus (+100 points)
The member replies:
“I thought you always had to pay interest when you use a credit card.”
Bonus question: What would you explain?
“I can appreciate that. It sounds like living within your means is important to you. Is there something about credit cards that concerns you most?”
Other possible answers: Ask about past experiences, concerns about debt or interest, or whether the member has ever considered using credit only for budgeted purchases.
Possible bonus answer: Many cards offer a purchase grace period. When the member pays the full statement balance by the due date and meets the applicable conditions, they can generally avoid purchase interest. Carrying a balance can change how interest applies.
Additional questions we may ask:
“Have you ever had an experience with credit cards that influenced how you feel about them?”
“Would you be interested in learning how some people use credit cards for planned purchases without paying purchase interest?”
A member says:
“I always pay my credit card on time, so I shouldn't have to pay interest.”
Main question: What's the important difference the member may not understand?
Relationship bonus (+100 points)
The member asks:
“So what's the best way to use my card without paying unnecessary interest?”
Bonus question: What would you recommend?
Possible answer: Paying on time avoids late payments, but paying only the minimum or less than the full statement balance may still result in interest. Paying the full statement balance by the due date generally avoids purchase interest when the grace period applies.
Possible bonus answer: Use the card for affordable, planned purchases, track spending, and aim to pay the full statement balance by the due date. Explain the grace period and how carrying a balance can affect it.
Additional questions we may ask:
“When you review your statement, do you typically look at the minimum payment or the full statement balance?”
“Would it be helpful to go over how the due date and grace period work together?”
A member says:
“I use my credit card for groceries, gas, and other everyday expenses. I pay it off every month, but I don't earn any rewards.”
Main question: What would you want to understand before introducing Navigant's Cash Back World Mastercard?
Relationship bonus (+100 points)
The member responds:
“I spend about $1,500 monthly, mostly on groceries and gas. I always pay my full statement balance.”
Bonus question: How would you introduce the card?
Possible answer: Explore where the member spends most, approximately how much they spend, whether they consistently pay the full statement balance, and what they value about their current card.
Possible bonus answer:
“It sounds like you're already using credit thoughtfully. Since you're paying your balance in full and making purchases you would make anyway, would you be interested in comparing the rewards you're currently receiving with what our Cash Back World Mastercard offers?”
Explain the relevant rewards categories and terms without encouraging additional spending.
Additional questions we may ask:
“What do you currently appreciate about your card besides the rewards?”
“If you could earn rewards on purchases you're already making, how would you prefer to use those rewards?”
A member says:
“I've had the same credit card for years. It works fine, and I don't see a reason to change.”
Main question: What would you ask to learn whether the member's current card still meets their needs?
Relationship bonus (+100 points)
The member responds:
“I like that it's simple. I don't want to keep track of points or pay an annual fee.”
Bonus question: What's the next step?
Possible answer:
“What do you like most about the card you have today?”
Follow naturally with what they would change, if anything.
Possible bonus answer: Respect the preference. If the member is interested, discuss whether a straightforward no-annual-fee option offers meaningful value. If they're satisfied, there's no need to push a new card.
Additional questions we may ask:
“What do you appreciate most about how your current card works for you?”
“If there were one thing you could improve about your current card, what would it be?”
A member says:
“I pay everything on time, but my credit score still isn't as high as I expected.”
Main question: What other aspects of credit management might influence their score?
Relationship bonus (+100 points)
The member says:
“My card has a $5,000 limit, and I usually have about $4,000 on it.”
Bonus question: What would you explain?
Possible answer: Credit utilization, length of credit history, account mix, recent applications, and other information in the credit report can affect scores.
Possible bonus answer: The member is using about 80% of the credit limit. High reported utilization may affect credit scores. Paying down the balance can reduce utilization, although no particular score increase is guaranteed.
Additional questions we may ask:
“Do you typically carry that $4,000 balance from month to month, or does it change throughout the month?”
“Have you had an opportunity to review your credit report recently to see what information is being reported?”
Two members want a new credit card.
Member A pays in full monthly and wants rewards.
Member B occasionally carries balances and wants to reduce interest expenses.
Main question: Which Navigant credit cards would you initially explore, and what else would you need to learn?
Relationship bonus (+100 points)
Member B says:
“I only carry a balance when unexpected expenses come up.”
Bonus question: What's a thoughtful follow-up?
Possible answer: Cash Back World may suit Member A's interest in rewards. Platinum may be worth exploring with Member B because of its lower-rate positioning.
But we should still understand spending patterns, existing rates, balance sizes, and repayment habits.
Possible bonus answer:
“When that happens, how long does it usually take you to pay the balance off?”
The answer can help determine whether a lower ongoing APR matters more than rewards and whether discussing emergency savings would also be useful.
Additional questions we may ask:
“When you carry a balance after an unexpected expense, is it usually something you can pay off within a month or two?”
“When choosing a credit card, would you place more value on earning rewards or having a lower interest rate when you need additional time to repay?”
A member says:
“I'm hoping to buy a car next year, and someone told me I should get a credit card to build credit.”
Main question: What would you want to understand before recommending that they open a card?
Relationship bonus (+100 points)
The member says:
“I've never had a card. I thought you had to carry a balance to build credit.”
Bonus question: How would you respond?
Possible answer: Explore their existing credit history, whether they've used other forms of credit, their understanding of payments and interest, and their timeline for purchasing the vehicle.
Possible bonus answer:
“You don't need to pay interest or carry a balance to build credit. Using a card for purchases you can afford and paying on time can help establish responsible credit habits.”
Explain that outcomes depend on credit reporting and the member's broader credit profile.
Additional questions we may ask:
“What have you heard about the things that help someone establish a good credit history?”
“As you prepare to purchase a vehicle, what other financial goals are you working toward?”
A member says:
“The statement tells me the minimum payment, so that's what I pay.”
Main question: How would you explain why paying more than the minimum may be beneficial?
Relationship bonus (+100 points)
The member says:
“I didn't realize it could take so long to pay off. How can I figure that out?”
Bonus question: What would you offer?
Possible answer: Minimum payments generally keep the account current, but can prolong repayment and increase total interest. Paying more can reduce principal faster and lower borrowing costs.
Possible bonus answer: Offer to review the minimum-payment warning or repayment illustration on the statement and compare different affordable payment amounts.
Additional questions we may ask:
“Would you like to look at how paying even a little more each month could affect your repayment timeline?”
“What amount could you comfortably pay each month without putting pressure on your other financial obligations?”
A member says:
“I've never had a credit card. I'd like to establish credit, but I'm worried about getting approved and making mistakes.”
Main question: How would you educate the member and determine whether Navigant's Platinum Secured Mastercard might be appropriate?
Relationship bonus (+100 points)
The member says:
“If I get approved, I think I'll use the card for gas and pay it off every month.”
Bonus question: How would you build on that plan?
Possible answer: Ask what the member already knows about credit and how they plan to use the card. Explain that the secured card is backed by pledged funds, but purchases still need to be repaid.
Discuss affordable spending, payment due dates, credit reporting, and how a secured card differs from a debit card. Explain applicable fees and the application process without promising approval.
Possible bonus answer:
“That's a manageable way to start. How do you normally keep track of bills and payment dates?”
Then discuss alerts or automatic payments, if appropriate.
Additional questions we may ask:
“What would help you feel most comfortable managing your first credit card?”
“Would you prefer to start with one predictable expense each month so you can establish a routine for paying it off?”
A member says:
“I make my credit card payment every month, but I never seem to get ahead.”
Main question: What two questions would help you understand what's happening?
Relationship bonus (+100 points)
The member says:
“I pay $150 every month, but I usually charge another $100 or $200.”
Bonus question: What would you explain or offer to review?
Possible answer:
“Are you paying the minimum, a fixed amount, or the full statement balance?”
And:
“Are you continuing to make purchases on the card while paying it down?”
Possible bonus answer: Explain how new purchases and interest charges may offset payments. Offer to review the statement, interest rate, and repayment information to help the member understand why the balance isn't decreasing.
Additional questions we may ask:
“Have you had an opportunity to look at how much of your monthly payment goes toward interest versus reducing the balance?”
“What would feel like a manageable monthly payment if your goal were to gradually reduce what you owe?”
A member says:
“I've transferred my credit card balances before, but somehow I always end up with debt again. Maybe another 0% offer will fix it.”
Main question: What would you explore before discussing another balance transfer?
Relationship bonus (+100 points)
The member says:
“I transfer the balance, but then I start using the old cards again.”
Bonus question: What could you say?
Possible answer: Understand why the debt returns, whether the member continues using the old cards, the underlying expenses, and their ability to follow a repayment plan. Explain that a promotional APR may reduce interest temporarily but doesn't eliminate the debt.
Possible bonus answer:
“It sounds like the transfer helps for a while, but the overall balances start growing again. What usually leads you to use those cards afterward?”
Use the answer to explore spending needs and possible repayment or budgeting strategies.
Additional questions we may ask:
“After you transferred the balance previously, what made it necessary to start using the other cards again?”
“If we found an option that reduced your interest costs, what would need to change for you to make lasting progress?”
A member says:
“I travel several times a year and use my credit card for almost everything. I saw your Cash Back Elite card, but I don't understand why I'd pay an annual fee.”
Main question: How would you determine whether the additional benefits could justify the cost?
Relationship bonus (+100 points)
The member says:
“I mostly travel with my spouse. We like convenience, but I don't really use airport lounges or special travel services.”
Bonus question: How should that influence your discussion?
Possible answer: Explore how often the member travels, their spending on travel and dining, whether they travel internationally, which benefits they would actually use, and how they currently earn rewards.
Compare the incremental value of the Elite benefits with the annual fee and the standard Cash Back World option.
Possible bonus answer:
“That's helpful to know. It may mean some of the premium benefits wouldn't add much value for you. Would it be helpful to compare the rewards on your regular spending before deciding whether the annual fee makes sense?”
Additional questions we may ask:
“Of the travel benefits we've discussed, which ones do you think you would realistically use?”
“Would you be interested in comparing the value of those benefits with the annual fee and the rewards you already receive?”
A member says:
“I keep using my card for unexpected expenses. Maybe I just need a higher credit limit.”
Main question: How would you determine whether more available credit would actually help?
Relationship bonus (+100 points)
The member says:
“I don't have much savings. Every time I start putting money aside, something happens.”
Bonus question: What would you discuss next?
Possible answer: Explore the nature and frequency of expenses, whether balances are growing, repayment capacity, and whether the member has an emergency savings cushion.
Possible bonus answer: Explore a manageable emergency savings strategy, possible automatic transfers, and whether increasing borrowing capacity would solve the problem or create more pressure.
Additional questions we may ask:
“When unexpected expenses come up, what options do you usually consider before using your credit card?”
“Would having even a small amount set aside for emergencies help you feel more comfortable managing those expenses?”
A member says:
“I want to use credit cards wisely, earn rewards, and build a strong credit history. But I don't want credit cards to control my finances.”
Main question: What habits would you encourage, and how would you help the member put them into practice?
Relationship bonus (+100 points)
The member says:
“I tend to forget payment dates, even though I have the money.”
Bonus question: What practical solution would you discuss?
Possible answer: Discuss budgeted spending, tracking purchases, paying on time, paying statement balances in full when possible, understanding fees, monitoring credit reports, and avoiding borrowing merely to earn rewards.
Possible bonus answer: Payment reminders or automatic payments, with attention to sufficient funds, the chosen payment amount, and reviewing statements for accuracy.
Additional questions we may ask:
“How do you currently keep track of purchases so you know what you'll owe when the statement arrives?”
“Would setting up automatic payments or alerts help you feel more confident that you're staying on track?”
A member says:
“I have about $8,000 on another credit card. The interest is expensive, and I want to pay it off. I also like the idea of earning rewards on my everyday purchases.”
Main question: How would you approach the conversation, and which Navigant products might deserve consideration?
Relationship bonus (+100 points)
The member says:
“I think my real problem is that I keep putting everyday purchases on the card after making a payment.”
Bonus question: How would you respond?
Possible answer: First, clarify the member's priority and current situation:
What is the existing APR?
What monthly payment is realistic?
Are new purchases continuing to increase the balance?
How quickly does the member hope to repay the debt?
Is earning rewards secondary to reducing interest costs?
Navigant's Platinum Mastercard may be worth discussing for its lower-rate positioning and any available balance-transfer offer. Cash Back World may be relevant to rewards, but shouldn't distract from the member's debt-repayment goal.
Explain applicable transfer fees, promotional expiration, ongoing APR, and the need to compare total costs.
Possible bonus answer:
“It sounds like you're making an effort to pay the balance down, but new purchases are making it difficult to see progress. Would you be comfortable looking at your monthly spending and repayment plan together before deciding whether another card would help?”
Additional questions we may ask:
“If you were able to reduce the interest on your existing balance, what would your plan be for paying it down?”
“What changes, if any, could help you avoid adding new purchases to the balance you're trying to repay?”