MCCCD Official Course Competencies:

CSI202  2005 Summer II – 2009 Summer I

Deposit Sales and Service Agent Training

1.

Explain organizational mission, structure, policy, and their implications on sales and service agents. (I)

2.

Apply organizational customer service model when assisting members. (I)

3.

Use the operating system as well as other internal systems and web sites to access information. (II)

4.

Demonstrate steps to verify member information. (II)

5.

Summarize the communication process and basic customer service telephone techniques. (III)

6.

Examine roles and responsibilities of a deposit sales and service agent. (IV)

7.

Create a member number by interviewing customers and inputting data into system. (IV)

8.

Recommend accounts or services to customers according to their needs. (IV)

9.

Examine the features and benefits of different checking and savings accounts. (V)

10.

Compare Certificate of Deposit account (CD) and Individual Retirement Account (IRA). (V)

11.

Use various sales techniques to approach customers in different profile groups. (V)

MCCCD Official Course Outline:

CSI202  2005 Summer II – 2009 Summer I

Deposit Sales and Service Agent Training

I. Company Background

A. Mission

B. Organizational Structure

C. Diversity

D. Customer Service Model

II. Computer System

A. Operating System

B. Database

C. Web Sites

D. Other Systems

III. Communications

A. Communication Process

B. Listening Skills

C. Behavior Styles

1. Talkers

2. Doers

3. Supporters

4. Controllers

D. Scripts

IV. Role and Responsibility

A. Member Number Creation

B. Customer Service

C. Cross Telling

D. Cross Selling

1. Member's Life Events

2. Demographics

3. Profile Groups

V. Product

A. Basic Features and Standards

B. Checking Account

C. Savings Account

1. No Fee

2. Premium

D. Certificate of Deposit (CD)

E. Individual Retirement Account (IRA)

F. Additional Benefits and Services