Shift 1
Which of the 4Es is the main focus of Shift 1?
Engage
Which of the 4Es is the main focus of Shift 2?
Educate
Which of the 4Es is the main focus of Shift 3?
Enroll
Which of the 4Es is the main focus of Shift 4?
Empower
Which of the 4Es is the main focus of Shift 5?
All of them!
Name 3 key contacts you should share with the new PRR
CIC
ERC
Tablet Support
Super Agents
What should the new PRR do prior to starting a customer's PC Mastercard application?
Explain the product (it is a credit card and will require a credit check)
Provide and explain the Terms & Conditions
Ask for and obtain verbal consent
Finally, ask for and obtain the customer's ID
What should the new PRR do after submitting a PC Mastercard application?
Help the customer download the PCF app
Invite the customer back to the Pavilion to activate their card
Where can the Baseline Behavioural Assessment be found?
The new PRR needs to access all of our platforms. Name 3 of them
PC Financial Face-to-Face
Axonify
Outlook
Teams
Fl!p
Workday
A customer approaches the new PRR for help. They are missing points. What should the new PRR do to help them?
Guide the customer to submit a Points Inquiry in their PC Optimum app
A customer approaches the new PRR after having already applied online. They were told via email that they must visit a Pavilion to finish the application. What is this process called?
IDV
What should the new PRR do after submitting a PC Money Account application?
Help the customer download the PCF app
Help the customer fund their account with at least $5
Help the customer add the card to their mobile wallet
Invite the customer back to the Pavilion to activate their card
The new PRR failed an item on the Baseline Behavioural Assessment. What is the best way to communicate this to them?
Use positive language
Say, "You achieved 70%"; not, "You failed"
Where can the new PRR find the Incentive Plan and the Incentive Calculator?
Fl!p
A customer approaches the new PRR for help. Their account is locked. What should the new PRR do to help them?
Call a Super Agent
A customer approaches the new PRR to apply for a PC Money Account. The customer does not have valid, Canadian government-issues, PC Bank-approved ID. What should the new PRR do?
Provide the customer with a Decline Letter and attempt to submit an ABB application, if possible
What is the best way for the new PRR to increase their compensation?
Ask for referrals
Ask for feedback
Use specific feedback
Say, "You didn't ask the customer any questions"; not, "You don't know how to engage"
If the new PRR needs additional support, what is the best document for them to consult?
The PRR Success Guide in Axonify Discover
Where can the new PRR find the Conduct Guide?
Axonify Discover
The new PRR is trying to submit an ABB application. The customer has 2 pieces of ID; a foreign passport and a digital utility bill (on their phone). How would you guide the new PRR?
The ABB application cannot be processed. Digital IDs are not acceptable. The customer would need to bring a physical ID
The new PRR is having difficulties with funding. Most customers do not want to take the time to fund their PC Money Account in-store. How can you help this PRR increase their funding rate?
Ensure the PRR knows how to fund the account in the quickest and simplest way possible
Ensure the PRR tells the customer that funding is still a part of the application process (i.e. the application is not 100% complete until the customer funds their account)
The new PRR is nervous about being evaluated. What is the best way to explain the evaluation to them?
Use a growth mindset, not a fixed mindset
Evaluations are opportunities to help the PRR improve their skills
They will get better over time!