Contact Centers Quiz for Modules 2–3

Features provide details about our products and services.

Features are the same for every member.

Members buy features, not benefits.

Benefits are the same for each member.

Benefits answer the member’s question of “What’s in it for me?”

Pays a higher dividend is an example of a benefit.

Here is a good example of a product recommendation: “our money market account can help you earn money because it pays higher dividends than our regular share account.” This is an example of stating…

3% APY on a checking account, free credit scores in digital banking and no monthly fee on a savings account are all examples of features.

Saves time, saves money, makes money, offers peace of mind and offers convenience are all examples of benefits.

It’s okay if you can’t answer all the members’ questions about a product.

Which of the following are true about objections? (Select all that apply)

If we simply push products to meet sales goals, and fail to follow the relationship selling model, we’re likely to get more objections.

What is an appropriate response to the insufficient information objection (“I need to think about it)?

Asking open-ended questions, using empathy and stating benefits are all examples of techniques for overcoming objections.

It’s perfectly acceptable to finish a conversation by asking, “Do you have any questions?”

A step in the selling process is to secure the relationship. We do this by assuming the sale or asking for the business.

Assuming the sale is a more effective way of securing the relationship than asking for the business.

“Let’s get you pre-approved now so you’re ready to shop.” is an example of what?

“Can we start the paperwork for you today?” is an example of what?

What are some good ways to show your total commitment to the member after you’ve completed a sale? (Select all that apply)