Interview Assessment Sheet

Did the consultant greet the customer and introduce themselves according to the Service Standards?

Was the consultant wearing the FNB Name badge?

Was the customer addressed with a respectful title?

If an existing customer, did the consultant check to see whether the customers account could be upgraded?

Did the sales conversation make sense as discussed based on the BIG 3 offers - Transact, Borrow, Insurance & Protect, Save and Invest?

Did the consultant offer the correct transact account based on salary?

Was the customer handled with a sense of urgency?

Did the consultant offer the BIG THREE PRODUCTS on offer whilst accessing CISe or opening a new account?

Was the customer's CIS data on Hogan updated and cross selling opportunities looked for before attending to the customer request?

Did the consultant effectively cross sell, i.e, 3 or more products?

Did the consultant discuss all the various pricing options with the customer (New Accounts)

Did the consultant update the 3 month follow up sheet after interviewing the customer?

In your view, were all the customer's basic needs met, if not please comment

Was the overall attitude of the consultant WARM, FRIENDLY AND WILLING?

Was the customer thanked for choosing FNB as the preferred bank of choice?

In your view, are there any noticeable skills gap that the consultant needs training on?

Did the consultant ask the customer if there was anything else they could assist with?

How could you rate the overall interview process of the consultant out of a possible 10 (Very Good).