Customer Conversations
Customer asks "What are your CD rates right now, can I have a printout?"
-Relationship based bank, look at things on an individualized basis, etc.
-Setting a follow up/appointment, getting the customers contact information, giving them your card
What is another way to say "Do you have plans for these funds?"
-"What plans do you have for these funds?"
-"Tell me about your plans with these funds"
A checking account is always required for CD promos
True
Customer says "I can't commit to another institution, I have been with my bank for 30 years"
-Ask questions about their bank; what do they like, what do they dislike
-Ask about what they have tied up at their bank (ACHs, Direct Deposit)
-How can we make that process easier with moving things over?
Give an example of a permission question/statement
-"I'm just going to ask you a few questions to get an understanding of how you do your banking so I can better suit your needs."
-"Do you mind if I ask questions throughout this process to get a better idea of what makes sense for you?"
I need to put a retail exception incident for the less than one year CYT promo
False
-Ask what their ideal term is
-What future plans do they have
-Mention short term options
Give an example of a transition statement
-"John, I see you hold a substantial relationship balance with WTC, do you have time to discuss some options with me today?"
-"Oh congratulations on starting the process of selling your home, do you have time this week to sit down and go over options with WTC?"
New money is required for the 1-5 year CYT promo
True - Unless they are Ultra and existing CD has more than $10k
Customer asks "What's the minimum I need to bring over to qualify for a promo?"
-How much do they have?
-Review relationship if applicable, does Ultra make sense?
What questions/suggestions can you ask/make to turn debit card fraud into a solutions discussion?
-How do you normally monitor your accounts?
-How often do you monitor your accounts?
-Who else has access to your accounts?
-Have you heard of our MobiMoney app?
-Do you have POLB set up?
Existing customer (non-ultra) with existing CD and adding new money does not require an exception
False
-Look at their existing relationship, have they had CDs in the past, what is triggering them to want to do this now?
-Transparency, but with caution
-Let's see what we can do, acknowledge relationship if applicable
What are some ideal ways that we can de-escalate an angry customer?
-Offer a private sit down if applicable
-Collect best contact information in case call gets disconnected or they can't sit down today
-Apologize, be empathetic
-Avoid placing blame
-Ask permission question
-Find ways to refocus the conversation as us working together against the problem to find a solution
Business accounts are eligible for the 1-5 year CYT promo
True