• 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).

  • GENERAL COMMENTS FROM CO-ORDINATOR

  • CORRECTIVE ACTIONS TO BE PUT AND TRAINING NEEDED

  • Co-ordinator signature

  • Consultant Signature

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