Remember, the client is in to do a transaction. Completely free trial, no credit card required. What characteristics do you think good tellers possess. Is it any wonder why they find it difficult to sell? You are also looking for a conflict-avoidant personality or someone who can diffuse conflict quickly and easily. You’re looking for an employee with strong ethical and moral character. Watch out for false compliments. Are they confident in their current financial picture? If you do have someone that agrees they want to proceed, know what your options are. Copyright © 2012 by Fusion Performance Group Inc. It takes a special type of personality to remain excited about this type of work and to carry their positive emotion into the workplace and to the customer. Provide convenience. Your products do one or more of the following: This question gives the applicant an opportunity to ‘sell’ you the products they use. The motivator? Selling Skills for Service People - TELLER EDITION, Selling Skills for Service People – TELLER EDITION, DVD - Starting Sales Conversations for Tellers, DVD - Capitalizing on Investment Opportunities for Lenders, Spotting Referral Opportunities from Lending to Deposits or Wealth Management. Tellers have the toughest job in the world when it comes to selling. Tellers have the toughest job in the world when it comes to selling. People buy from people they like and trust. It's much easier for your tellers to engage in maintainable small talk with customers when they start with "what" questions and then follow through. xڝXMo�6��W�9��琼:H Check out our guide to phone interviews. As banks trim personnel in favor of tech, hiring expert customer service personnel for bank teller positions has never been more important. Don’t be silent. Especially when you consider the client usually wants to get in and out of the branch quickly. Gen Z and Millennials voice a strong preference for visiting bank branches when making significant banking decisions. Confirmation Question:“Do you have a local bank yet?” Your products solve financial problems people have. Frame the Discussion: There are foundational elements of conversation that everyone, from tellers to platform associates, should exhibit every time they talk with a customer. Here is one example: Conversation Clue: Customer tells you that he has just moved into the area. Bank Survey Reveals only 16% of Canadians Polled Achieved their 2017 Financial Goal... and It's Partly Our Fault. Go looking for problems. 1 0 obj 1496 endobj 2 0 obj << /Length 1 0 R /Filter /FlateDecode >> stream If they’re passionate about a particular banking product, they may be able to sell your patrons on it, too. �y��ótX�����8�2h1:lg�ߍt`�h� d��{���������(�&[vI?3�._�q��g���5ϱuJ� �͢Q�f�3И� Щ�dřa�.5�!d -WI�Z�P��MX�D����3`�S^�Ib�ʅ8c�k��њ�̀�`��&�m��5f�W�m�n9���K�H���)�ϥ7c�#��@����0��*R�O�ĺ�H� Increase their confidence level or decrease their stress. Your personal reputation as well as corporate reputation can suffer and ultimately you lose more opportunities than you gain. Most of us put up a wall. Any bank or credit union struggling with on-boarding or cross-selling should give this a try. Get permission to sell. Also understand that just because people don’t bring you their financial problems, does not mean that they do not exist. All these are considerations that need to be factored into the decision about what to do next with this opportunity. 134 PNC Financial Services Group Bank Teller interview questions and 119 interview reviews. There is collateral damage done to those clients where you guessed wrong and presented an inappropriate product. Listen carefully to how the applicant answers this question. Make sure you look like it. Get them talking about their lives and you’ll uncover problems you can address. Focus your questions on potential problems that your products solve. Today, the teller position is a stopgap job at many banks while people figure out what else they will do with their lives. Privacy Policy. Free interview details posted anonymously by PNC Financial Services Group interview candidates. Loan products allow them to get things sooner than they would if they had to save up for them. By laying out a process by which tellers can become experts in mortgages or securities and move into more senior roles, banks can keep talented employees in the fold and groom them for success. You are in financial services. Give an example of great customer service you delivered in your current job. How do they feel about those things? Handling large amounts of money can be intimidating and, for some individuals, uncomfortable. Be wary of applicants who are trying too hard to please you, can’t name a real reason, or provide shallow answers. Do they have access to money when they need it – wherever they are in the world? You want someone who is honestly interested in working for your bank and can tell you exactly why. What’s new in their life, at their job, with the family? I applied through an employee referral. Anything that takes them off that path will be considered inconvenient by most unless they agree they want to go there. Teller: "What … Are they paying too much in credit card interest? Anything can happen when customers get comfortable with employees after finding some common ground. Are there areas where they could be saving money? Ask lots of questions about what people are up to, what their plans are for the weekend, summer holidays etc. - Stand tall – it will make you look more professional and confident. What other opportunities might go along with this discussion you are about to have? It may work once in a while but only when you get lucky and happen across someone that has the problem the product you are pitching solves. the sales referral opportunity are called Confirmation Questions. Is banking a hassle? Is it stressful? Need to get better and filtering candidates before in-person interviews? Have a plan what to do next. Investments? Personal attention. Get them talking about the problem, they’ll be more inclined to listen to ideas and potential solutions. It might be a social stance the bank has, specific products it offers, a personal anecdote, or years of banking with the institution. What about the rest of the people you tried to sell? Save them money. Expect clear, well-prepared answers that give you information about the applicants’ work history and suitability for the industry. The process took 2 weeks. I interviewed at PNC Financial Services Group (Akron, OH). Are they overwhelmed with debt? Quickly being replaced by applications and automated systems, bank teller jobs are expected to decline by 8% between 2014 and 2024. Give them a sense of peace of mind or security. What about the future and their ability to retire or send the kids to college? Despite diminishing numbers, they still play a vital role in bank customer service. - Make sure your tone of voice is upbeat and cheerful. What about the account they are in – are the service charges too high? Asking the right bank teller interview questions can help you make sure the staff you hire is perfect for this customer service role. %PDF-1.4 %���� Here are the top tips and strategies for bank They are told to spot opportunities, cross sell products and services all while keeping their line ups to a minimum. Tellers will have to handle large sums regularly. A bank teller’s job is repetitive and often boring. Help them get stuff. Trust among coworkers is important, but loyalty to the bank is more important. Post a job ad for free to top job boards and social media with a few clicks, giving the right applicants plenty of opportunity to find you. How do you react when you know you are getting sold? Also if you want even more ideas, check out our 25 common interview questions. In a time sensitive environment like the teller line the first impression is created fast and if it starts off bad you don’t have a lot of time to regroup and win them back. Temptation is something many bank tellers will face on a regular basis. If they acknowledge that something is a problem (because you asked) then suggest you can help (not mentioning the product, just that you can potentially solve the problem) then ask for permission to go to the next step (interview them further, refer, set up another time to talk etc). They could be just brewing below the surface waiting to come out when asked. You also need an employee who is willing to inform a manager about poor ethical conduct of co-workers or even superiors. If you share this, print it out, or reproduce it in any way, please retain this copyright statement. Is it any wonder why they find it difficult to sell? It takes a … I really want to shine when it comes to referrals so I … Renovate? If not, do they have any relevant customer service work experience? 4��^zq�M�6�:^o���>j-��Pۤ0ൡ�O����/��"M��)ce�$cp*y�����A�~s4��(��s�Z+���~( |9&R��탼��D��4&di�����;��ğ���+y�G�jR�����Hcm�����)���s@����00�� Could they be making more on account balances they have with you? Travel? Sure, I should do 'Discovery' but what am I really hoping to learn.
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