Tellers - Making the Referral

Meet the Initial Need

As a Teller, the way in which you greet your customer, open a dialogue, and meet the initial service need is critical because it sets the tone for the entire conversation.  This is the time to build rapport and begin to establish an intelligent, credible image in the mind of your customer so you have a strong foundation as you suggest value-added opportunities later in the dialogue and make the referral to a Personal Banker.  This course will help you to build personal rapport, ask a Service Question, and take ownership of the situation while listening for cues for additional needs.

Understand Additional Need

Customers often give important cues about an additional need without even being aware that they’ve done so.  Excellent Tellers “put the pieces of the puzzle together” by listening carefully to what customers say and also proactively looking for cues in customer accounts.  This course will help you to look and listen for cues for additional needs, ask a Permission Benefit Question, and use your questioning skills to ensure your potential solution is a good fit to your customer’s needs.

Position a Value-add Solution

As you exceed your customer’s expectations and position your value-add solution, you have the opportunity to shape your customer’s perception of the value your idea will provide.  This course will help you to position the features and benefits of your solution in a customized, specific, descriptive, and concise way and as you confidently ask to make the referral to a Personal Banker and leave a positive last impression. 

Resolve Objections

Objections can occur any time during a customer conversation.  By demonstrating that you care, understand, and want to fully address the concern, your customer will no longer hesitate so you can move forward and make referrals for value-add solutions.  This course will help you to use a powerful Objection Resolution Model to reduce defensiveness, ask the right question to understand what lies beneath the objection, position a customized and persuasive response, and check for feedback.