Know Your Customer TrainingWhere is your training class being conducted?                                Response    Respon...
Know Your Customer Training                                   13                                          8.33%         1 ...
Know Your Customer Training                Lininger,Veronika                                            0.00%         0   ...
Know Your Customer Training       Dentinger, Brian                                           0.00%      0              Dro...
Know Your Customer TrainingWhat are the key takeaways you will use when making first contacts with prospective clients?Ask...
Know Your Customer TrainingBridge, return with a purpose, and ask for another referral.---Map out 6 zones, make notebooks ...
Know Your Customer TrainingPlease provide additional comments about your Partner ATL.Very good at including everyone in th...
Know Your Customer TrainingWhat would increase your confidence in understanding fixed income, equity and/or mutual fund in...
Know Your Customer TrainingPlease rate the course material on each of the following.           Strongly   Disagree    Neit...
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Satisfaction Scores 2

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My facilitation ratings while in a Primary Facilitator role. Look for primary results,comments and ratings by the trainees. Example of results

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Satisfaction Scores 2

  1. 1. Know Your Customer TrainingWhere is your training class being conducted? Response Response Percent Total St. Louis 100.00% 12 Tempe 0.00% 0 Total Responses 12What is your class number? Response Response Percent Total 1 0.00% 0 2 0.00% 0 3 0.00% 0 4 0.00% 0 5 100.00% 12 6 0.00% 0 7 0.00% 0 8 0.00% 0 9 0.00% 0 10 0.00% 0 11 0.00% 0 12 0.00% 0 13 0.00% 0 14 0.00% 0 15 0.00% 0 16 0.00% 0 17 0.00% 0 18 0.00% 0 19 0.00% 0 20 0.00% 0 21 0.00% 0 22 0.00% 0 23 0.00% 0 24 0.00% 0 25 0.00% 0 Total Responses 12What is the survey number assigned to your workstation? Response Response Percent Total 1 8.33% 1 2 8.33% 1 3 8.33% 1 4 8.33% 1 5 8.33% 1 6 8.33% 1 7 0.00% 0 8 0.00% 0 9 8.33% 1 10 8.33% 1 11 8.33% 1 12 0.00% 0 Page 1/9
  2. 2. Know Your Customer Training 13 8.33% 1 14 8.33% 1 15 8.33% 1 Total Responses 12What day of class are you evaluating? Response Response Percent Total Day 2 100.00% 12 Day 3 0.00% 0 Day 4 0.00% 0 Day 5 0.00% 0 Total Responses 12Who is your PRIMARY ATL? Response Response Percent Total Abarquez, James 0.00% 0 Alexander, Anneliesa 0.00% 0 Alm, Kevin 0.00% 0 Anderson, Kristina 0.00% 0 Appel, Jeff 0.00% 0 Arner, Autam 0.00% 0 Bartlett, Eric 0.00% 0 Black, Ken 0.00% 0 Bourne, Cassandra 0.00% 0 Bowser, Walt 0.00% 0 Bridges, Amy 0.00% 0 Bunnell, Steve 0.00% 0 Castorino, Joe 0.00% 0 Coleman, Tracey 0.00% 0 Corley, Elizabeth 0.00% 0 Daugherty, Angela 0.00% 0 Dentinger, Brian 0.00% 0 Drogo, Bill 0.00% 0 Eagan, Mary Rose 0.00% 0 Erwin, Sarah 0.00% 0 Falk, Nathan 0.00% 0 Franklin, Mike 0.00% 0 Goin, Katie 0.00% 0 Grone, Sherry 0.00% 0 Harris, Holly 0.00% 0 Heithaus, Beckie 0.00% 0 Hires, Brian 0.00% 0 Horton, Sean 0.00% 0 Johnson, Robyn 0.00% 0 Jones, Jonathan 0.00% 0 Kight, Ryan 0.00% 0 Ko, Michelle 0.00% 0 Laurie, Lesley 0.00% 0 Leiendecker, Anastasia 0.00% 0 Page 2/9
  3. 3. Know Your Customer Training Lininger,Veronika 0.00% 0 Malick, Carrie 0.00% 0 McDonough, Emily 0.00% 0 McKiel, Jennifer 0.00% 0 Mohme,Chris 0.00% 0 Muench, Jessica 0.00% 0 Noetzel, Janine 0.00% 0 Ratliff, Nancy 0.00% 0 Schlosser, Sarah 0.00% 0 Simmons, Nathan 0.00% 0 Smith, Jacqueline 0.00% 0 Smith, Leland 100.00% 12 Springer, Adam 0.00% 0 Spychalski, Brenda 0.00% 0 Steinkamp,Michael 0.00% 0 Stewart, Farah 0.00% 0 Toland, Kristina 0.00% 0 Turner, Scott 0.00% 0 Volz, Joe 0.00% 0 Wade, Brooke 0.00% 0 Wagstaff, Becky 0.00% 0 Walker, Tami 0.00% 0 Warchol,Katie 0.00% 0 Warriner, Abbey 0.00% 0 Williams, Stevi 0.00% 0 Wittig, Diana 0.00% 0 Woodward, Katie 0.00% 0 Wyatt, Steve 0.00% 0 Young, Robb 0.00% 0 Total Responses 12Who is your PARTNER ATL? Response Response Percent Total Abarquez, James 0.00% 0 Alexander, Anneliesa 0.00% 0 Alm, Kevin 0.00% 0 Anderson, Kristina 0.00% 0 Appel, Jeff 0.00% 0 Arner, Autam 0.00% 0 Bartlett, Eric 0.00% 0 Black, Ken 0.00% 0 Bourne, Cassandra 0.00% 0 Bowser, Walt 0.00% 0 Bridges, Amy 0.00% 0 Bunnell, Steve 0.00% 0 Castorino, Joe 0.00% 0 Coleman, Tracey 0.00% 0 Corley, Elizabeth 0.00% 0 Daugherty, Angela 0.00% 0 Page 3/9
  4. 4. Know Your Customer Training Dentinger, Brian 0.00% 0 Drogo, Bill 0.00% 0 Eagan, Mary Rose 0.00% 0 Erwin, Sarah 0.00% 0 Falk, Nathan 0.00% 0 Franklin, Mike 0.00% 0 Goin, Katie 0.00% 0 Grone, Sherry 0.00% 0 Harris, Holly 0.00% 0 Heithaus, Beckie 0.00% 0 Hires, Brian 0.00% 0 Horton, Sean 0.00% 0 Johnson, Robyn 100.00% 12 Jones, Jonathan 0.00% 0 Kight, Ryan 0.00% 0 Ko, Michelle 0.00% 0 Laurie, Lesley 0.00% 0Leiendecker, Anastasia 0.00% 0 Lininger,Veronika 0.00% 0 Malick, Carrie 0.00% 0 McDonough, Emily 0.00% 0 McKiel, Jennifer 0.00% 0 Mohme,Chris 0.00% 0 Muench, Jessica 0.00% 0 Noetzel, Janine 0.00% 0 Ratliff, Nancy 0.00% 0 Schlosser, Sarah 0.00% 0 Simmons, Nathan 0.00% 0 Smith, Jacqueline 0.00% 0 Smith, Leland 0.00% 0 Springer, Adam 0.00% 0 Spychalski, Brenda 0.00% 0 Steinkamp,Michael 0.00% 0 Stewart, Farah 0.00% 0 Toland, Kristina 0.00% 0 Turner, Scott 0.00% 0 Volz, Joe 0.00% 0 Wade, Brooke 0.00% 0 Wagstaff, Becky 0.00% 0 Walker, Tami 0.00% 0 Warchol,Katie 0.00% 0 Warriner, Abbey 0.00% 0 Williams, Stevi 0.00% 0 Wittig, Diana 0.00% 0 Woodward, Katie 0.00% 0 Wyatt, Steve 0.00% 0 Young, Robb 0.00% 0 Total Responses 12 Page 4/9
  5. 5. Know Your Customer TrainingWhat are the key takeaways you will use when making first contacts with prospective clients?Ask open ended questions to obtain financial information, ask for referrals, ask permission for numbers, and simply have a realconversation with the prospect.---smile, be friendly, use their name, introduce brochure, identify need, reason for return, ask for premission---Get as much quality information as possible.---Always smile, have a friendly greeting and be sure to mention Edward Jones. Try to use open ened questions to get informationfrom the prospective client.---Listen to your customer. Do not make it scripted make sure you it is a conversation. You need to get 4 things the clients name andnumber and permission to call, a need, a reason to return and the bridge (personal/financial info) Make it quick. Five minutes istoo long.---To relax, slowdown and listen. Dont forget the hamburger and ask for a referral---Stay positive, slow down and get as much info as possible. Practice, practice, practice. Ask open ended questions and beconfident.---ask open ended questions, introduce myself and Edward Jones, and have fun.---Plan the day before and know where you are going. Use the phrase "Tell me more"---LISTEN AND STAY CALM---Being honest is key,the way I phrase questions---Name, phone number, need, permission and reason to returnWhat are the key takeaways you will use when making repeat contacts with prospective clients?Ask for a second number, use a good bridge, and create a good reason to return.---smile, be friendly, discuss bridged reason to return, dig deeper for information---Dig deep, ask more probing questions.---Once again, greet the potential customer with a smile and a friendly greeting. Mention that you were there a couple of week priorto this second interaction with them. Bridge the conversation from the first contact. Dig a little deeper. Try to set them up with aphone call for the Eval Grad week.---Follow up in two weeks. Give the Edward Jones and you brochure at the end of the conversation. Get more finacial informationand try to get more referrals. Should be shorter than your first contact.---Things that are the biggest hang-up for the initial are not so much for the repeat.---Pay attention and listen during the first contact so that when doing repeat and can build on it. Ask for referals and try to getadditional information on top of what obtained earlier.--- Page 5/9
  6. 6. Know Your Customer TrainingBridge, return with a purpose, and ask for another referral.---Map out 6 zones, make notebooks for each zone & keep prospect log sheets in them. Ask more open ended questions to uncovermore financial information.---REVISIT WITH A PURPOSE.---Be sure to have a reason to come back- personal/financial- and let them know why you are there---Additional financial information/needs and more information in generalPlease rate your ATLs and Visiting Veteran on each of the Below my 2 Meeting 4 Exceedin Totalfollowing. expectati my g Responses ons1 expectati myexpect ons3 ations5 My Primary ATL creates a positive atmosphere that 0.00% 0.00% 0.00% 33.33% 66.67% 12 encourages learning. My Primary ATL provides me with useful feedback I can 0.00% 0.00% 0.00% 25.00% 75.00% 12 immediately implement to my business. My Partner ATL creates a positive atmosphere that 0.00% 0.00% 0.00% 50.00% 50.00% 12 encourages learning. My Partner ATL provides me with useful feedback I can 0.00% 0.00% 0.00% 41.67% 58.33% 12 immediately implement to my business. My Visiting Veteran provides examples and perspective 0.00% 0.00% 0.00% 16.67% 83.33% 12 throughout the discussion. My Visiting Veteran is professional and approachable. 0.00% 0.00% 0.00% 16.67% 83.33% 12 My Visiting Veteran provides me with useful feedback I can 0.00% 0.00% 0.00% 16.67% 83.33% 12 immediately implement to my business. Total Responses 12Please provide additional comments about your Primary ATL.Great job. Very positive and utilized vet as well.---gave great feedback, good coaching---Leland is great. Makes the learning fun.---very positive with a great teaching style.---Creates a great atmosphere that encourages me to participate.---Very confident and well educated---LELAND HAS BEEN VERY HELPFUL AND SUPPORTIVE.---Demanding yet supportive. Page 6/9
  7. 7. Know Your Customer TrainingPlease provide additional comments about your Partner ATL.Very good at including everyone in the converstation.---Very professional with enthusiasm---good communication skills---ROBYN HAS GREAT ENERGY.---Informative and keeps things interesting.Please provide additional comments about your Visiting Veteran.Mark is an excellent example of a successful FA and has passed on his knowledge and experience well. He stayed until 9PM onthe first day.---gave real life examples as to what worked best.---Mark has more than helped. He is very approachable. Im glad we have a vet in the field that can help us.---Wow outstanding professional. His wisdom is very valuable.---His insight is wonderful. The fact that he was once in the same position that i am currently in is encouraging. I love havingsomeone in the class that has a vast amount of experience.---Very knowledgeable about the real world and how what we are learning this week will be vital to our success.---MARKS REAL WORLD EXPERIENCES ARE VERY HELPFUL.---Very useful information that we can use every day in the field.Please rate your level of confidence with each of the following. Not 2 Confident 4 VeryConfi Total Confident 3 dent5 Responses At All1 Understanding the features, benefits, risks, pricing structure 0.00% 0.00% 0.00% 0.00% 0.00% 0 and suitability of Fixed Income Investments Understanding the features, benefits, risks, pricing structure 0.00% 0.00% 0.00% 0.00% 0.00% 0 and suitability of Equity Investments Understanding the features, benefits, risks, pricing structure 0.00% 0.00% 0.00% 0.00% 0.00% 0 and suitability of Mutual Fund Investments Total Responses 0 Page 7/9
  8. 8. Know Your Customer TrainingWhat would increase your confidence in understanding fixed income, equity and/or mutual fund investments?Please rate your ATLs and Visiting Veteran on each of the Below my 2 Meeting 4 Exceedin Totalfollowing. expectati my g Responses ons1 expectati myexpect ons3 ations5 My Primary ATL creates a positive atmosphere that 0.00% 0.00% 0.00% 0.00% 0.00% 0 encourages learning. My Primary ATL provides me with useful feedback I can 0.00% 0.00% 0.00% 0.00% 0.00% 0 immediately implement to my business. My Partner ATL creates a positive atmosphere that 0.00% 0.00% 0.00% 0.00% 0.00% 0 encourages learning. My Partner ATL provides me with useful feedback I can 0.00% 0.00% 0.00% 0.00% 0.00% 0 immediately implement to my business. My Visiting Veteran provides examples and perspective 0.00% 0.00% 0.00% 0.00% 0.00% 0 throughout the discussion. My Visiting Veteran is professional and approachable. 0.00% 0.00% 0.00% 0.00% 0.00% 0 My Visiting Veteran provides me with useful feedback I can 0.00% 0.00% 0.00% 0.00% 0.00% 0 immediately implement to my business. Total Responses 0Please provide additional comments about your Primary ATL.Please provide additional comments about your Partner ATL.Please provide additional comments about your Visiting Veteran.Please rate your level of confidence with each of the following. Not 2 Confident 4 VeryConfi Total Confident 3 dent5 Responses At All1 Writing a Tax-free investment presentation 0.00% 0.00% 0.00% 0.00% 0.00% 0 Writing an Equity investment presentation 0.00% 0.00% 0.00% 0.00% 0.00% 0 Writing a Mutual Fund presentation 0.00% 0.00% 0.00% 0.00% 0.00% 0 Total Responses 0What would increase your confidence in writing a tax-free, equity, and/or mutual fund presentation? Page 8/9
  9. 9. Know Your Customer TrainingPlease rate the course material on each of the following. Strongly Disagree Neither Agree Strongly Total Disagree AgreeNor Agree Responses Disagree The training material was easy to follow 0.00% 0.00% 0.00% 0.00% 0.00% 0The role-plays and activities added to my learning experience 0.00% 0.00% 0.00% 0.00% 0.00% 0Overall, the time allotted to the subject matter was appropriate 0.00% 0.00% 0.00% 0.00% 0.00% 0 It was clear to you how this material will assist you as a 0.00% 0.00% 0.00% 0.00% 0.00% 0 Financial Advisor Total Responses 0Please rate your level of clarity with each of the following. Not 2 Moderatel 4 Complete Total ClearAt yClear3 lyClear5 Responses All1 The number of quality contacts required in order to attend 0.00% 0.00% 0.00% 0.00% 0.00% 0 Evaluation Graduation. The training and exams to be completed in order to attend 0.00% 0.00% 0.00% 0.00% 0.00% 0 Evaluation Graduation. Total Responses 0What would increase the clarity of your overall expectations?Please provide any additional comments.Great so far.---Cant think of any at this time. Response Response Percent Total Total Responses Page 9/9

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