POL00028039
POL00028039
MISC2028 Dec 2020 1 Section 18 Financial Services Products V1.1
FSR 198/20 Review date: 19/10/2021
Financial Services Products
The 4 step approach
iapeEESS customer's Match sy oo
produ needs
nits fons referral
the
benefit the
Cres customer's
transaction needs
The 4 step approach is a simple process that will help you
identify how you can help the customer:
1. How will you introduce the product?
2. What questions will you ask to find out whether the
customer is interested? : Customer Referrals on Horizon
3. How will you match the features and benefits of the
product whilst ensuring the conversation is compliant and I From the Horizon Online ‘Home Screen’,
remembering our principles of treating customers fairly [select ‘Customer Referrals’
4. How will you close? 1
Select the product the customer has a
I genuine interest in and follow the on-screen
I
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Examples i , sere i
[prompts - Horizon will let you know if afield I
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Please write your answers in the spaces below. k . 7
8 required or optional.
1. What products could you introduce to a car tax
i] 4
customer? All customers who provide a mobile
I number will instantly receive a text message
l verification
Vall customers who provide an email
Taddress will receive an email with a link to the
2. What about a customer who wants to renew their pass- 4 .
relevant Post Office product website
port via the Passport Check & Send service?
!
"Remember to remind the customer to enter I
Tyour ‘branch response code’, also knownas_ I
1a ‘Branch Code’ or ‘FAD Code’ when they 4
4
3, What if a customer was paying by debit card? w2pply online
Operational Training & Development
Delivering Operational Excellence
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