P
What does P stand for?
Personalize and Postion
What does N stand for?
Needs
What does C stand for?
Close
How would you rate this positioning statement (scale 1-5) and why? “Thank you for coming in, my name is Chris. I really pride myself in providing great service and understanding what’s important to my customers. Do you mind if I ask you some questions and take some notes to get started?”
When personalizing the conversation what does FORMG stand for?
Family, Occupation, Recreation, Message, and Goals
What are the 5 Areas of Needs?
- Spending
- Saving
- Protecting
- Borrowing
- Investing
What are the 3 types of Direct Close
1.Summary Close
2. Choice or Alternative Close
3. Assumptive Close
How would you overcome the concern of "I already have a financial advisor"
listen to response
Name the 3 elements of Position
The purpose of the conversation - why you’re there or why you’re transitioning to a sales opportunity
The benefit the conversation will have for the customer
The check to make sure the customer agrees with the agenda
Name the 3 elements of Needs
Encouraging - Keep the customer participating in the conversation.
Questioning - Get in-depth information from the customer about their situation, needs and problems.
Confirming - Use cues to confirm your customer’s engaged in the sales conversation and wants to move forward.
Name the 2 elements of Close
Summarizing
Gaining Agreement
Name 1 benefit and 1 feature of our Cash Rewards Visa
Example:
Benefit- Cash Back // Fraud Protection
Feature- Tiered Cash Rewards // Bank's money not the clients cash
What are the 6 components of a GREAT Positioning statement?
- Address the customers initial request
- States your role and willingness to assist the customer with the request
- Describes to the customer the VALUE of a more detailed discussion
- Demonstrates respect for the customers time
- Communicates the purpose and benefit of the conversation to the customer
- Checks the customer’s understanding and confirms the right to advance
Define High Gain Questions
High-gain questions are a unique kind of open-ended question that requires the customer to become engaged in the conversation, which may produce new insights or value. High-gain questions are tough to answer. Encourage your customer frequently while questioning to make the session more conversational.
High-gain questions should ask the customer to:
- Evaluate or analyze
- Speculate
- Express feelings
Give an example of assumptive close
“Great, I just need a couple pieces of information to get the paperwork started.”
What is the company expectation around insight usage?
From the Branch Success Guide:
Proactively engage with your customers
Role Play your GREAT positioning statement!
check for: customers initial request, your role, VALUE to the customer, respect to clients time, checks the customer’s understanding and confirms the right to advance.
Role Play: Share what high gain question you would ask if you were wanting to learn more about the clients saving and investing habits
Role Play:
Observing for-- Practice Positioning statement, Insights, and HGQ
Observing for-- Practice Positioning statement, Insights, and HGQ
Describe what "New Customer Engagement" is and what the company target is for Day "0" Efficiency
New Customer Engagement is a key part of the full New Account Opening Experience -- Scheduling a new customer follow-up appointment on the Day of Account Opening is key in providing value and a best-in-class experience for our customers
Target is greater than or equal to 60%