Bria Case Scenario

This is true, but does not provide the client with the best information needed at this time.

A further session can be booked where the client can discuss the final details. It should be clarified that the client is welcome to book a check-up session in case of any problems will occur and in order to prevent new issues. It is also appropriate to make the necessary referrals if required.

Strong Intro- During the Strong Intro, Bria did not include the client's name. We should use the client's name to personalize our call and begin to build rapport.

Concluding the call- Landon ends the call by assumptive phrasing suggesting if the client has any further questions to call CR back. We want to be sure that we are phrasing this as a question to proactively address any issues that the client has. This assures we are offering our assistance as further courtesy opposed to ending the

- Conclude the call properly. Nancy misses the opportunity to ask if the client had any other questions before concluding the call. It's important that we do this in order to help promote a one call

“Using an anonymous current client or one you have worked with in the past, apply the methods discussed in this module to their case and discuss what you think could have been achieved.”

(4:05) Kelly lets the client know that we had authorization to pull credit due to the information that was placed on the website.

- Once Genise is able to screen share, she recognizes that the client is logged into her husbands account. She then guides the client's to sign-in under the other username and through the disclosures.

- After the client explains the reason for his call, Kaylonni foreshadows the flow of the call--advising that she will need to transfer to assist. While Kaylonni mentions the "Servicing Team" she is sure to explain that they "specialize in payments."

- Foreshadow timeframe of follow up. Krista forwards the client onto the banker's voicemail and advises that he should get a call back "tonight." While we want to display a sense of urgency, it is also important to set proper expectations with our clients. Krista misses the opportunity to advise the client "I am confident ____ will call you back tonight, if that is what he told you. I want to also have you leave him a voicemail, this definitely ensures a call back within 24 hours." This is important so that we set our team members up for success.

1.Describe your intentions/planning/goals going into this interaction. What did you want to get out of it? Why did you choose this interaction?

Genise conference in the client in with the BL team member and drops off of the call politely.

Signing – The EBRD and the client sign the deal and it becomes legally binding.

Clear gump and concise- (4:04-5:12) At this time, Traci seemed either distracted or unconfident about the information she provided to the client. There was a lot of word fillers ( Uhh) (Umms) used that wouldn't make a clear and confident delivery. Moving forward consider using a quick hold to gather all the info needed and set clear, confident expectations to the client.

I learn that during communication that it is the responsibility of the instructor to be understood and the real meaning behind communication is the response you get. What the person hears, perceives and understands always takes precedent over what you say. Clear conversation will also make the clients more comfortable and improve decision making.