Thrive Knowledge
Is it possible for a client to be listed as tax primary on 2 Thrive Reward Checking accounts?
No
What time of day is a robbery likely to occur?
Any time of day
Robbery can occur at any point in the day which is why it is important for us to be following "Morning Glory" Robbery Prevention Procedures to prevent robbery behind locked doors, remaining diligent throughout our workday of our surroundings, and exiting the branches in pairs at the end of the day.
When met with an objection... what is the first step toward understanding it?
Asking "why"
When met with an objection, asking “Why” is the first step toward understanding it. You may need to ask more than one “Why”-like question to get to the root cause of the objection. Listen carefully to their answers so that the account holder feels heard and understood. With the right information, you can effectively address the objection in a meaningful way.
How many debit card swipes are required for Thrive? What amount must each purchase be greater than?
15 debit card swipes at $3.00 or greater
What is the max amount of cash that we should hold in our top drawer?
$3,000.
It is important to bundle down once you've hit this mark to mitigate losses in the event of robbery.
Common Objections from Skepticism:
“What’s the catch?”
What is one example we can use to educate our client/respond?
“Too good to be true” mentality - No catch – these rewards are a “thank you”. Hope to build a lasting account relationship – removing rewards would damage that. There are never any fees or penalties for not qualifying.
What is the acronym we use for discussing Thrive? What does each letter stand for?
F - Free
R - Rewards
A - Ask to qualify
N - No Penalty
What are two ways we can reduce the risk of injury to those present during a holdup?
· Panic buttons can be used after a robber has left the building.
· Do not try to be a hero. Do nothing to provoke the robber. Remain calm.
· Give the robber no more money than the amount demanded. Make certain to include the bait money.
Remain as calm as possible.
· Do not leave the branch premises until told to do so and then only if you are sure, it is safe.
Common Debit Card Objections:
“My card got stolen once.”
“I had fraud on my account before and I don’t want to deal with that again.”
“I can’t keep up with a PIN number.”
What is one example we can use to educate our client/respond?
Safety - Lost/stolen checks increase risk of fraud. Checks have personal info on them, cards don’t. Fraud prevention measures at your FI, Increased safety with EMV chip cards, Debit cards are easier to cancel and replace than checks and the associated account.
Too much trouble / Inconvenient - PIN entry isn’t required for most Point-of-Sale purchases, PIN entry is never required for online purchases or bill payments
Lack of usage - Many debit card transactions qualify (fuel, groceries, lunch, etc.), Make suggestions for transactions that can be made to meet usage goal, Online purchases and bills paid with your debit card count toward usage goal.
What should we always ask for at the end of a phone call in which a client is inquiring about our current products?
Commitment; Asking for a specific date and time a client would like to come set up an account
"Is there a specific date and/or time you would like to come in an open a (Insert Product name)?"
Who is our AVP, Security Officer?
and
Who is our Security/Fraud Specialist?
Tammy
Julie
Common E-Statement Objections:
“I don’t trust online statements.”
“I like to have a paper statement.”
“I don’t know how to pull up an online statement.”
What is one example we can use to educate our client/respond?
Information Security - Statements are behind secure Online Banking log-in, not attached to email, Mailed statements can be lost or stolen
Paper trail - Print e-statements just like what comes in the mail – any time! Personal info is often compromised by paper trails, Online statements are “green” and reduce paper consumption
Accessibility - Online statements are available sooner than mailed paper statements, Log in to Online Banking any time to retrieve
What checking accounts are the best account for us to identify and potentially cold call on for a transition to a Thrive Checking?
Oak Checking - If you find an Oak Checking/skim to see if the client is already meeting Thrive qualifications, that is a great time to mention the benefits they could be receiving. Some clients may just not understand Thrive or know about it.
What is our counterfeit Currency Procedure?
When you encounter counterfeit currency, the following outlines your responsibility:
· Capture the bill(s)
· Notify the customer of your findings and that we will not honor the note.
· Attempt to have the person surrendering the note initial and date the bill(s) in the border area with pen & ink
· Secure any information you can about how the bill may have been passed to the individual.
· The teller is to initial and date the bill in the border area with pen & ink.
· Complete the Counterfeit Note Report (one for each bill), make a copy for your records, and forward the bill(s) and the report to Tammy Smith.
Common Online Banking Objections:
“I don’t trust online banking.”
“Online banking isn’t safe.”
“I don’t understand how online banking works.”
“I don’t know how to use online banking.”
“I don’t use the internet.”
What is one example we can use to educate our client/respond?
Information Security/Fraud - Online Banking doesn’t show personal info (address, account numbers, card numbers, etc.) – there is no information to compromise, Online Banking portals are tested for security on a regular basis, Purchases are shown in almost “real time” with debit card usage – helping to detect potential fraud more quickly.
Lack of knowledge and/or understanding - Online Banking is easy to use when it’s familiar. Encourage practice & asking questions, offer to tutor. Use Online Banking to track transactions, stay up to date on balances, and see pending transactions before they clear. Cash withdrawals can’t be made from online banking, check withdrawals will be made payable to you.