Welcoming Skills
What does SHINE stand for?
Smile, Hello, Introduce, Name, Engage
Give an example of an open ended question.
:)
How can you differentiate OlyFed to your customer?
wild card!
Notice customer has CDs with balances of over 20K. When you ask, “What are you saving for?” they say, “You know, I hadn’t realized that the balance had gotten so high! I should probably think about how to be more strategic.”
Wealth Management
What topic is really boring to talk about but can be a gateway into a better connection?
The weather.
"It's frustrating when you get an unexpected fee; let's look into it and see what happened." Is an example of which service skill?
Listening Skills (empathy)
A question that can be answered with yes or no is which type of question?
Closed ended- used to make decisions or clarify responses.
How do you ask for referrals?
provide 3 business cards and say "_____"
“I almost forgot! I need to run to the bank or an ATM so I can get cash to pay the babysitter this weekend. I’m not sure how much I’ll need to take out.”
PopMoney
What is your "go to" question for rapport building? No joking or you won't get points.
What should you use multiple times (but not TOO many times!) during the interaction?
Their name.
What are the "triplets" you are attempting to uncover during your conversation?
Event, Problem/Opportunity, Need
What does it sound like when you set future follow up?
"I'll give you a call in about_____ in _____ just to make sure_____"
“My twins just turned two and they each got $100 from their grandma. What does a two-year-old need with $100? Guess I’ll just put it in my savings account.”
Dream Saver/Builder
What is a good rule of thumb for rapport building?
Be genuine, be yourself
"How can I help you today?" Is an example of which step in the BER process?
Obtaining the customer request.
What are the 4 components of the transition statement?
Explain your role, describe the benefit to the customer, set expectations, test for reaction
What does it sound like at the end of your interaction?
Thank the customer by name.
“Geez, we’ve been in our house for about five years and there are some projects I’d like to complete this summer. I should start thinking about how I’m going to pay for them!”
HELOC
How often should you build rapport?
throughout your interaction, take your cue from the customer.
Fixing an error that occurred in a different branch is an example of which service skill?
Maintaining Personal Responsibility.
questions that begin with:
How helpful...
How important is...
How convenient...
Help you to do what?
discover what is really important to the customer, potential pain points or values.
What are you doing when reviewing the products and services you've opened?
Disclosing!
I'd really like to buy a house but I'm not sure how to build or understand my credit.
Loan Officer, PFM, Savvy Money, Credit Card
Should you have a different voice for customer service?
No.