Elements and Performance Criteria
- Prepare for customer visits
- Contact customers who may require mobile banking services from referrals or analysis of customer records
- Access and evaluate details of current customer banking business to assess their status in accordance with organisational policy and procedures
- Schedule suitable time for customer visit and confirm meeting venue
- Gather relevant product and service information in readiness for customer
- Establish customer mobile banking needs and match with services
- Respond to customer queries and non-verbal signals
- Use gestures, posture, body language, facial expressions and voice modulation to create supportive environment
- Use open-ended questions to identify customer preferences and respond using persuasive communication techniques to maintain interest
- Identify and address any customer resistance or objection to products and services offered by using appropriate strategies
- Formalise customer service requirements
- Confirm agreement to mobile banking services
- Negotiate and settle conditions of mobile banking services
- Complete and process necessary documentation in accordance with organisational policy and procedures
- Identify opportunities for cross-selling other products or services
- Advise customer of follow-up services to be provided and thank politely when meeting is closed