“Ms./ Mr. _______________?” (Wait for confirmation.) “Hi, this is _______, and I’m your _______ here at the _______ branch of KeyBank.” “Do you have a quick minute?” (If client says she/he is busy, politely ask when would be a more convenient time to call back.) REASON FOR THE CALL “I’m calling for two reasons today….
Answer “It is true that there is a process involved in making the change. Many of our clients found that we were able to make the change smooth, efficient, and expedient. I will also personally oversee the entire process.” “I can assure you that my only purpose at this time is to arrange a brief…
Answer “It is true that there may be some branches that aren’t convenient and that is exactly why you should consider what we can offer you. Many of our clients have found that we have been able to modernize their normal banking routines.” “I can assure you that my only purpose at this time is to…
Answer “I was unaware of that. What happened?” (Allow Decision Maker to vent) “It’s unfortunate that you had this happen. I would like to personally introduce myself to you and share our approach to business banking and see if we can create a new and better experience.” Advance “May I meet with you on _________…
Answer “I would have loved the chance to compete for your business” Advance “Did you consider KeyBank as an alternative?” “Whom did you change from” “What prompted the change?” “Whom did you go with?” “How’s everything working out?” “What would you change about your existing relationship if you could?” (Ask any other appropriate questions.) This…
Answer “I would be happy to do that but instead of me calling you next week/month, why don’t we just meet next week/month? If we need to change it, we can!” Advance “How does the latter part of next week/month look to you? Let’s say ______ morning at ________?”
Answer “I completely understand that your schedule is busy. I value your time, and I assure you that the meeting will be brief and focused. This will allow us to explore any potential opportunities quickly and efficiently.” Advance “Could we get together next ________, say around 8:00am in the morning?”
Answer “Sending you generic information would really be inadequate since it doesn’t always address your unique questions. I can give you a clearer picture of how you may benefit from these services if we met personally.” Advance “I have some open time on _________. Is that time convenient?”
Answer “I completely understand your preference to discuss this over the phone. However, our services involve a tailored approach that is best explained in person.” “A brief meeting would allow me to understand your specific needs better and provide a more personalized overview of how we can assist you. This way, you can ask questions…
Answer “I understand that your current need for our services may not be immediate. In my experience, many of the companies I initially meet with aren’t actively seeking our services at the time. I called to arrange a brief meeting to introduce myself and provide you with an overview of our approach. In this way,…