Consultative Sales and Customer Experience Principles

Vocabulary flashcards covering consultative sales conversation phases, questioning techniques, objection handling steps, emotional intelligence, and core Customer Experience principles.

PBC (Purpose, Benefit, Check)

The three-component structure used to open a sales conversation by describing to a customer why they are there, what is in it for them, and gaining their agreement to move forward.

Capability Statement

A dynamic statement used to move a customer from no interest to low interest by establishing your credibility, the bank's credibility, or a One Bank partner's credibility, giving them reason to believe what is offered is credible and valuable.

High-Gain Question

An open-ended question that causes the customer to pause and think, fitting into one of three categories: Evaluate or Analyze, Speculate, or Express Feelings.

High-Gain Questioning Strategy Allocation

The portion of the overall questioning strategy in a typical conversation that should consist of High-Gain questions, specifically $20-30\%$.

Handling Objections (Five-Step Process)

A proven five-step method executed in the exact order of: Encouraging, Questioning, Confirming, Providing, and Checking to allow the sales conversation to continue to advance.

Providing (Objection Handling)

The fourth step in handling objections, which bankers must avoid jumping to too quickly before having sufficient data and information to offer an appropriate solution or option.

Concluding a Sales Conversation

A highly leveraged activity that gains customer commitment to future action by summarizing key points, checking understanding, suggesting an action step, and checking for the customer's agreement.

Emotional Intelligence

The ability to understand your emotions, express emotions, and understand other people's emotions to react appropriately.

Be Courteous

A customer experience practice demonstrated by: making the customer feel welcome ('Welcome to Fifth Third'), using the customer's name first, smiling and having great energy, and saying 'Please' and 'Thank You'.

Focus on the Customer

The Customer Experience Core Principle lived when earning the right to advance, demonstrated by asking questions and confirming understanding, helping customers meet their goals, and providing appropriate advice.

Own It

A customer experience practice demonstrated by: apologizing and empathizing, setting expectations, following up, limiting the customer's efforts, and doing the extra things to make the difference.

Make It Easy

A customer experience practice demonstrated by: being accurate, being proactive, anticipating needs, and informing the customer how we can help.