Contact Centers Quiz for Module 1

Relationship selling means… (Check all that apply)

In the survey mentioned in this module, what percent of credit union members responded favorably to the question, “How would you feel toward credit union employees making suggestions about products and services that would improve your financial life?”

What do members want from a financial institution? (Choose all that apply)

Which of the following is NOT a reason people are reluctant to sell something?

Members look to us as experts and trust our recommendations as long as we focus on individual members and their needs.

Relationship selling is important because it allows us to create and keep members.

Relationship selling is based on a win-win philosophy that says a good sale is one that benefits both the member and the credit union.

When we sell something to members based on their financial needs, we provide excellent service.

Relationship selling looks beyond the transaction and seeks to establish an ongoing relationship between the member and the credit union.

To meet our sales goals, sometimes we need to push members through the buying process faster than they’re willing to go.

The statement “I’d be happy to do that for you, and while I do so, if I see any other ways to save you money, save you time, or make you money, I’m going to let you know along the way.” is an example of which element of building trust and rapport?

It’s important to smile when speaking with our members, even when we are on the phone with them, and they cannot see us smiling.

Using a member’s name 3 times during an interaction gives them a 75% chance to remember that you used their name.

One step in the selling process is identifying a member’s need. We can do this by:

Looking at a summary of products/services, account balances or noticing a member has never logged into digital banking are all examples of what?

If you observe an unusually high balance in a standard savings account, you may want to suggest which of the following:

If you observe a member making her last car payment, after congratulating her, you may want to suggest which of the following:

If a member mentions they are going on vacation soon, which products would be appropriate to suggest to them?” (Select ALL that apply)

A member calls to check their balance and see which transactions have recently cleared their account. They tell you they hate waiting on hold and are in a hurry to get back to work. Which of the following would you recommend to make it easier for them to get this information in the future? (Select ALL that apply)

When we are unable to determine need through things we see or hear from our members, we must ask questions. Which of the following are good questioning techniques for identifying needs? (Select ALL that apply.)

“What rate are you currently paying on your car loan?” is an example of a benefits question.

Benefit questions tell us where to go next with the conversation.

Which of the following does NOT apply to benefit questions?

Open-ended questions begin with Who, What, Where, When, How and Why.