FIRST IMPRESSIONS
What is the maximum number of seconds you have to greet a member?
5 seconds
Walk-ins are categorized as Quick Transaction, Consultation, or _____.
A. Teller Service
B. Account Maintenance
C. Follow-Up
D. Complex Issue
D. Complex Issue
What is the system is used to log walk-ins?
TimeTrade
Name one item we offer waiting members.
Seating / Water / Reading material
True or False: Some walk-ins are more important than others
False
What is the question should be asked immediately after greeting a walk-in member?
What can we help you with today?
Name one valid triage category.
Quick Transaction / Consultation / Complex Issue
What is the minimum information required for a walk-in?
First name and phone number
After how many minutes should updates be provided?
10 minutes
What behavior is NOT allowed when responding to walk-ins?
Cherry-picking
Name one way to make a greeting feel personal.
Use eye contact / Smile / Use the member’s name
Who can perform triage when available?
Bankers/Tellers/Managers
Why do we enter walk-ins even if service can’t be completed?
Tracking / Follow-up / Data collection
What should be offered if the wait becomes excessive?
Formal appointment
What mindset should guide all walk-in interactions?
Help all members equally
What happens if no Member Experience Representatives or Manager is available at the front?
The Teller greets the member
Why is triage important?
Routes members correctly / Tracks data / Improves wait times
Who can create a walk-in appointment?
Everyone
Why are wait updates important?
Reduces frustration / Builds trust
Why is offering virtual or phone appointments valuable?
Convenience / Reduces return visits
Why is greeting within 5 seconds important?
Improves member experience / Sets tone / Reduces frustration
What should you do if a banker is immediately available?
Warm handoff and enter walk-in into TimeTrade
What should always be given to the member after creating a walk-in?
Estimated wait time
True or False: Silence during long waits is acceptable.
False
What is the ultimate goal of consistent walk-in behaviors?
Better member experience and trust