POL00448137 - Post Office - Operational Training Guide (Section 18 - Final Service Products) V4.0

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CTO2028 July 2023

POL00448137
POL00448137

SECTION 18 FINANCIAL SERVICES PRODUCTS V4.0

POLCC 51/23 REVIEW: 13/06/2024

Financial Services Products

The 4-step approach

01

Introduce
product
relevant to the
customer's

initi
transaction

Find out
about the
customer’s
needs

03

Match Close by
features that explaining
benefit the how to apply
customer’s ‘or complete
needs a Customer
Referral

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?

3. How will you match the features and benefits of the
product whilst ensuring the conversation is compliant and
remembering our principles of treating customers fairly?

4. How will you close?

Examples

Please write your answers in the spaces below.
1. What products could you introduce to a customer asking

for a driving licence application form?

2. What about a customer who wants to renew their
Passport via the Passport Check & Send service?

3. What if a customer was paying by debit card?

° e

Customer Referrals on Horizon

From the Horizon ‘Home Screen’, select
‘Customer Referrals’.

Select only the product(s) the customer
has a genuine interest in and follow the
on-screen prompts — Horizon will let you
know if a field is required or optional.

All customers who provide a mobile
number will instantly receive a text.
message verification.

All customers who provide an email
address will receive an email with a link to
the relevant Post Office product website.
Customers who are interested in life
insurance will receive a call from the
contact centre.

Remember to remind the customer to
enter your ‘branch response code’, also
known as a ‘Branch Code’ or ‘FAD Code’
when they apply online.

The content
on behalf of

Operational Training & Development
Delivering Operational Excellence

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Post Office - Operational training guide

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