NEW ACCOUNT FOLLOW UP
“I called today to follow up and to answer any questions regarding your _______ account that you recently opened. Do you have any questions? Have we met your expectations so far?” (If customer has an issue, attempt to resolve concern before discussing any other product or services.)
“I am glad everything has gone well and want you to know that we appreciate your business here at Cadence Bank.”
“When you opened your account you mentioned that ______________.”(Reference any potential need that was discussed during account opening and commit to an appointment.)
Request Action
“Which day works best for you to meet with me here at the branch?”
(If no.) Refer to flip chart to handle questions or concerns. If probing fails to generate a need, ask customer if there is anything else we can help them with today, and refer to Commit to Future Follow Up.
ACCOUNT REVIEW
“As one of your resources here at Cadence Bank, I wanted to make sure we are meeting all of your banking needs. We offer a wide array of personal banking services each of which can be tailored to address your unique situation.”
“I would like to meet with you personally to review your relationship here at Cadence Bank to determine if we can offer you additional services which can lower your cost and make your banking more convenient.”
Request Action
“Which day works best for you to meet with me here at the branch?”
(If no.) Refer to flip chart to handle questions or concerns. If probing fails to generate a need, ask customer if there is anything else we can help them with today, and refer to Commit to Future Follow Up.
INVESTMENT REFERRAL
“As a result of the low interest environment on savings accounts and CD’s many of our customers are looking at alternative investments which may provide them with a better yield on their savings. Cadence Bank offers a wide array of alternative investments which may be suitable to your overall objectives.”
“I would like to set up a meeting with one of the Financial Advisors who can share with you the various alternatives available.”
Request Action
“The Financial Advisors name is _______. She is available here at the branch on _______. Is there a particular time that works best for you?”
(If no.) Refer to flip chart to handle questions or concerns. If probing fails to generate a need, ask customer if there is anything else we can help them with today, and refer to Commit to Future Follow Up.
SINGLE SERVICE CUSTOMER
“I noticed that you presently have a _____________ (refer to type of product/service) with Cadence Bank.”
“Many of our customers are surprised to learn of all the products and services we offer which can complement your _____________ (refer to type of product/service). ”
“I would like to meet with you here at the branch to learn more about your individual banking needs and to determine if we can offer you additional services which can lower your cost and make your banking more convenient.”
Request Action
“Which day works best for you to meet with me here at the branch?”
(If no.) Refer to flip chart to handle questions or concerns. If probing fails to generate a need, ask customer if there is anything else we can help them with today, and refer to Commit to Future Follow Up.
I'M NOT INTERESTED
Respond
“That is understandable. I certainly don't expect you to be interested in something I haven't fully explained. My only purpose today was to make you aware of an opportunity that can make your money work harder for you. Since you are a Cadence Bank customer, I would be remiss if I did not contact you.”
“Many of our customers have found that we have been able to lower their cost of banking. I would like to meet with you to determine if we can do the same for you.”
Request Action
"Would you be available to meet next week?"
I DON'T HAVE A NEED FOR ADDITIONAL SERVICES
Respond
“That's fine, although you may not have a pressing need now for additional services, it is often beneficial to know what is available. Many of our customers are surprised upon learning all that we can do for them. I wanted to meet with you to discuss the depth of financial services we offer.”
Request Action
“Would you be available to meet next week?”
COULD YOU TELL ME OVER THE PHONE?
Respond
“I certainly do not expect you to divulge your financial strategies over the phone and that is why I would like to meet with you personally. Many of our customers have found that having a personal meeting allows for a better understanding of how Cadence Bank can best serve them.”
Request Action
“Is there a time that works best for you to meet with me here at the branch?”
SEND ME SOME INFORMATION IN THE MAIL
Respond
“Sending you a brochure would really be inadequate since literature doesn't always address your individual questions. I can give you a much more meaningful picture of how you may benefit from these services if we met personally.”
Request Action
“How does next ______ at _____ look to you?”
I AM TOO BUSY
Respond
“I can appreciate that you are working on a tight schedule. I'd be glad to arrange an appointment at your convenience, perhaps before 9:00 AM or after 5:00 PM. I can also meet with you on Saturday.”
Request Action
“Would after 5:00 PM work for you?”
CALL ME NEXT WEEK/MONTH
Respond
“I will be happy to do that. Can we tentatively schedule an appointment now and I will call you the day before to confirm?”
Request Action
“How does the latter part of next ________ look to you? Let's say ______ morning at ________?”
I NEED TO SPEAK WITH MY SPOUSE
Respond
“That's fine. Many of the customers I speak with want to talk to their spouse before arranging a meeting. In fact, it would be beneficial if the three of us met. In this way, I can answer any questions either of you may have.”
Request Action
“Can we tentatively set up a time now and I will call you the day before to confirm? Is there a day next week that works for both of you?”
(If No)
“OK. I'll make a note to get back with you after you've had an opportunity to speak with your spouse. Why don't I give you a call on Monday, June 8th?” (Allow two days.)
WHAT ARE YOUR RATES/FEES
Respond
“We offer a variety of credit and deposit products. The rates / fees will vary according to type and term of the product. If we meet personally, I can go over the alternatives, learn more about your objectives and provide you with a competitive rate.”
Request Action
“When is a convenient time for us to meet here at the branch to discuss this further?”
I ALREADY HAVE AN ADVISOR
Respond
“That is fine. Many of our customers have an advisor. However, it is often valuable to look at alternatives. It certainly doesn’t hurt to get a second opinion.”
Request Action
“Is there a particular time that works best for you on _________?”
BAD PAST EXPERIENCE
Respond
“I was unaware of that. What happened? (Allow customer to vent.) It is unfortunate and regrettable that you had this experience.”
“What steps can I take to make your banking experience here at Cadence Bank more rewarding?”
Request Action
“I would like to explore this with you in more detail the next time you come into the branch. When will you be coming into the branch again?”