RISE MIS:
READY & INTRO
READY & INTRO
What does RISE stand for?
READY, INTRO, SEEK, ENHANCE
What are the expected behaviors for SEEK?
Seek their needs, resolve their issue or visit reason, actively listen, and look for clues to uncover additional needs.
What is the difference between a feature and a benefit?
A feature is what a product or service has or does. A benefit is how it adds value for the member.
What is the difference between expressed and unexpressed needs?
Expressed needs are stated by the member. Unexpressed needs are uncovered through questions, listening, and recognizing clues.
How can data analytics tools enhance member interactions?
They help us prepare, identify relevant opportunities, personalize conversations, and plan meaningful follow-up.
What are the expected behaviors for READY?
Be aware of your surroundings, appearance, and willingness to assist.
Demonstrate the ENHANCE step.
“As a quick recap...so our next step is to.... Thank you for coming into Citadel today. We appreciate you.”
Why is product knowledge essential to RISE Solutions and Citadel's success?
It helps us connect members with tailored solutions, communicate the value of Citadel products/services, and position Citadel as members main financial institution.
Why is building relationships essential to RISE Solutions and Citadel's success?
It shifts interactions towards being relationship-focused, fosters collaboration for long-term financial success that is mutually beneficial for members and Citadel.
Why are engagement techniques essential to RISE Solutions and Citadel's success?
They help us guide meaningful conversations, uncover needs, and create a more natural, collaborative member experience.
Demonstrate the INTRO step.
Stand, smile, make eye contact, and say: “Welcome to Citadel, my name is___ and I’ll be your personal banker today. How can I help you?”
DAILY DOUBLE: Roleplay the RISE MIS Steps.
Your team has two minutes to plan out an abbreviated demonstration of RISE. Select two people from the team to play out the interaction in front of the group.
Your scenario: A member visits the branch to request a courtesy pay fee reversal.
READY: Aware, approachable, and willing to assist
INTRO: Stands, greets warmly, makes eye contact, and smiles
SEEK: Asks questions, listens, identifies needs and clues, and resolves the visit reason
ENHANCE: Recaps, sets next steps, confirms needs are met, expresses gratitude, and walks the member out
Why build holistic banking relationships instead of single-product memberships?
It helps us meet more of the members’ needs, support their long-term financial goals, generate greater member satisfaction and loyalty, and foster long-lasting relationships.
Name 3 of the 5 life stages.
Starting Out, Establishing Independence, Family and Home Life, Building Wealth, Retirement and Legacy.
Why are transitions important in a needs-based interaction?
It connects what the member shared to your next question or response, keeps the interaction feeling natural and collaborative, and builds rapport.
How does INTRO impact the member experience?
It creates a welcoming first impression, builds trust and rapport, and communicates professionalism.
How does ENHANCE impact the member experience?
It shows the members they were heard and cared for, creates clear next steps, and fosters long lasting member relationships.
What can happen when you jump to communicating features and benefits before exploring needs?
The solution may not feel relevant, and the interaction can feel rushed or sales focused, resulting in diminished trust.
Why is it helpful to identify a member’s life stage?
Life stages can reveal changing needs, priorities, and financial goals, helping us provide more relevant solutions.
How does being intentional with your question types improve exploration?
It helps you guide the conversation with purpose while adapting to the member’s responses.
How does READY influence INTRO?
Being prepared and attentive helps create a warm, confident, and personal INTRO.
How does SEEK influence ENHANCE?
A strong SEEK uncovers meaningful needs and clues that allow you to provide relevant solutions and next steps during ENHANCE.
What are some impacts of weak product knowledge?
Reduced trust, missed opportunities, difficulty answering questions or objections, and inaccurate information.
What is RISE Solutions’ four step approach to opening new accounts?
Connect, Explore, Recommend, Follow up
What are the key elements of asking for the business?
Summarize what you heard, connect it to the member’s needs, present clear options, and confidently ask for the next step.