Greet
Why do we Greet?
To create a memorable first impression
To build rapport from the first moment.
To genuinely acknowledge and welcome the client.
To initiate interactions based on transparency and trust while creating an emotional connection.
Asking these types of questions encourages clients to open up about their needs.
Open-ended questions
Why do we explore?
To empower the client to make sound financial decisions.
To add value and provide guidance.
To maximize banking tools and discuss life’s journey.
To educate the client on digital services for future needs.
What is the "5,15 and 35 rule for Folow-up?
What are the three tenets?
1. Security
2. Ease and Convenience
3. Financial Wellness
Name one guideline for a strong Greet
Guidelines:
Why should you ask permission before asking questions during engage?
Respect clients potential anxiety
After satisfying the initial need, what should you transition to?
Life’s Journey or exploring if there are other servicing needs.
What tool helps document life events and Follow-up needs?
The client portrait
Self-Service education and enrollment in Online Access.
Are examples of?
Ease and Convenience
What is the main outcome for a successful Greet?
Client feels welcome, brand recognition is established.
Client is comfortable
A memorable first impression is created
How do you handle awkward silences during Engage?
Give expectations and let the Client know you are reviewing relevant notes or activity on their account.
What can we introduce to the client when educating on financial tools?
Introduce Online Access
What is the service+1 during Follow-up?
In this model, we should always go one step further than the Client’s expected results.
Exercise confidentiality when obtaining or requesting information from clients. Educate the client on payment service apps and how to protect their purchases. Assist them with setting up digital alerts.
Are examples of?
Security
When should you escalate during the Greet phase?
When the client is upset, escalating to a leader.
Fill in the blank:
_____ the Client's needs to ensure we are on the same page.
Restate
How do we match solutions to the client's Life Journey?
Match financial solutions to the Client’s goals based on the client’s life journey.
What should we be capturing in the Client Portrait?
Capture and maintain the client’s financial story in the Client Portrait. Client Portrait should be updated with every pertinent life event gathered from the client.
How should you introduce the Life's Journey.
Start with a conversation starter, then use the Talk Track flow.
Fill in the blank:
"Welcome ____"
"Thank you for ____ BOKF"
1. Back
2. Choosing/calling
Name one outcome for a strong Engage conversation.
What does the "ownership" concept mean during Explore?
Take ownership of the Client’s needs and requests.
List a best practice managing client expectations during Follow-up.
Review next steps with the Client and set proper expectations for follow-up dates and preferred contact method.
What's the purpose of Life's Journey?
To guide clients through major financial life events.