Maximize Every Member Interaction
Suggested Strategy: You are coaching your employees to be
conversational and build member relationships. Focus on how they can
make the most of a short conversation and make a positive impact on a
member’s day.
Suggested Questions:
→ Rating Question: Begin with the behavior and confidence that an employee should have regarding their members: On a scale of one to
six, with six being 100% confident with every member you work with,
and one being that there is some hesitation, or you find yourself
uncomfortable in your conversations, where would you rate yourself in
terms of being confident in your conversational abilities with members?
→ Success Imperative: What actions can you take in your position to ensure that each conversation that you have with a member is
successful and impactful?
Suggested Activities:
→ Role Play: The most effective way to become confident in the ability to have an impactful conversation is to practice! Have the person you are
coaching practice conversation pieces that you come up with together
that make their interactions with members meaningful.
→ Brainstorm : Create a list together of impactful conversation starters RELATED TO the transaction and practice them in role play.
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