One of the first and easiest steps to build rapport when answering the phone. It's a little more difficult to do when they walk in the bank.
What is give the name of your bank/institution?
100
The word we want to emphasize when promoting Kasasa checking accounts. Everyone loves this word!
What is FREE?
100
This account will get you a sweet interest rate of 2% APY on your checking balance up to $7,500. And you still earn a base rate over that!
What is Kasasa Cash?
100
When a customer brings up an objection, this is the first thing we should always do.
What is ask about the cause of objection?
100
When a customer uses their debit card, the bank gets a percentage and makes money by way of these.
What are interchange fees?
200
Another important step in building rapport. The customer wants to know who you are!
What is introduce yourself?
200
This is a perk of Kasasa which means you don't have to worry about spending all of your hard-earned money in your account. Those who live paycheck to paycheck appreciate it.
What is no minimum balance?
200
This account will pay you 2% on your first $300 worth of debit card purchases. That's $6 a month!
What is Kasasa Cash Back?
200
Once you've determined the cause of objection, you use this to handle the objection.
What is banking knowledge.
200
When customers love their bank and their Kasasa checking account, they will most likely do this.
What is tell others/stay longer?
300
This step in building rapport helps us get to know our customer personally and make them feel special when we use it.
What is ask their name?
300
Most banks charge one of these, especially if you drop below a minimum balance. But not our Kasasa checking!
What is a monthly service charge?
300
This account refunds you up to $10 a month for purchases made at iTunes, GooglePlay and Amazon.com.
What is Kasasa Tunes?
300
A customer doesn't believe e-statements are safe. But these are stolen from mailboxes and used in identity theft.
What are paper statements?
300
When signing into online banking, customers may be able to detect this before the bank, saving us money.
What is fraud?
400
This step in building rapport is critical by letting the customer know we are interested in what they need.
What is offer to help/ask how we can help?
400
All of our Kasasa checking accounts come with these and we let the customer choose which is most important to them!
What is rewards?
400
If you don't meet the qualifiers, it's ok. You can do this next month.
What is try again?
400
This is the last and most critical step. Don't let them walk out of the door or hang up the phone without doing this!
What is asking for commitment?
400
When customers receive an e-statement, the bank saves money on what expenses? These really add up fast!
What is paper/ink/postage?
500
The most-missed step of building rapport. It's easy once you make it a habit though. How is the weather?
What is ask a non-banking question?
500
All of our Kasasa checking accounts have this awesome perk but we tend to forget to mention it. It comes in handy when traveling nationwide!
What is ATM fee refunds?
500
These are the three qualifiers required for every Kasasa checking account each month.
What is use your debit card 12 times, sign into online banking, receive e-statements.
500
A customer doesn't have a computer to log in to online banking. There are many options for them. Name three.
What is log in at the bank/library/smart phone/tablet/friend or family member's house?
500
A price cannot be put on this but it is most important and exceptional service combined with Kasasa helps us build a good one in the communities we serve.