SMILE Service Standards
Greeting and Welcoming the owners is under what SMILE Service Standard heading?
What is SMILE
Questions that can be answered with a simple Yes or No are what type of questions?
What is a closed question
These owners can complain, close their accounts, leave Libro, tell others and post on social media?
What are Dissatisfied owners
Summarizing Personal Benefits and asking for a commitment is which of the Six Selling skills?
What is Gaining Commitment
When we bring unnecessary service charges to our owners attention, which benefit statement is fitting?
What is Save Money
Testing for reaction is under what SMILE service standard heading?
What is Listen to the owner
Open questions encourage people to talk and help generate information. Open ended questions begin with...........
What is Who, What, Where, Why, When and How
These owners keep their accounts at Libro, they don't complain and are Meh (neutral)?
What are satisfied owners
When you Focus on the Owner Needs and selecting appropriate products for the owner, which Skill under of the Six Core Selling skills would this be?
What is Communicating Personal Benefits
When we want to ensure our owners receive the best rate of return on the large balance of funds sitting in their chequing account, what benefit statement is most fitting?
What is Earn Money
In what year was SMILE service standards launched?
What is 2019.
Which type of questions get at the details you need to make sure you meet the owners need?
What are Fact questions
These owners are resilient to rate changes, think of Libro for new business first, are tolerant of minor errors and refer new owners?
What are Loyal owners
Taking the time to question and pause is required during what skill of the Six core selling skills?
What is Testing for Reaction
When we discuss multiple payment options with our owners (ie. Debit Mastercard, Mobile pay and Collabria Visa), which benefit statement is most fitting?
What is Peace of Mind
What is Convenience
What is Accessible
What is Flexible
Staying Informed about Libro's Products, Policies and Procedures is under what heading of the SMILE service standards?
What is M- Maintain Personal Responsibility
Which type of questions help determine needs or concerns that the member is not expressing?
What are Value questions
If we meet the owners immediate needs, meet their expectations and solve their problems they will be what kind of owner along the loyalty curve?
What are satisfied owners
When considering Open/Closed, Fact/Value and Summarizing owner needs- what Skill of the Six Core Selling Skills would this be?
What is Asking High Impact Questions
When we discuss a line of credit with our owners over an installment loan, which benefit statement is most fitting?
What is Convenience
What is Accessible
What is Flexible
Following up to ensure the solution meets the Owner's/Co-workers needs is under what heading of the SMILE service standards?
What is Earn Owner's Trust and Loyalty
After asking the owner questions, what do you need to do before moving ahead to introduce a product or service?
What is summarize needs
If we anticipate needs, exceed expectations and avoid and anticipate problems, the owner will be what kind of owner along the loyalty curve?
What are Loyal owners
Pressing for specifics, Paraphrasing and Empathizing and Responding with Facts and Benefits is part of what skill of the Six core selling skills?
What is Handling Resistance
When we discuss the benefits of Cumis Balance protection insurance with our owners, which benefit statement is most fitting?
What is Peace of Mind
What is Security
What is No Worry
What is No Risk