This document outlines an action plan for a referral challenge between tellers at bank branches to refer customers to financial representatives. The objective is to increase referrals which will boost sales revenue and relationships. Tellers will track their referrals on a shared spreadsheet and communicate via messaging. The competition will run from July 1st and tellers will receive small prizes throughout for hitting referral milestones. An introduction event will educate tellers on what representatives do and what to look for in potential referrals. The grand prize is no weekends worked for a month plus a $50 gift card for the teller with the most overall referrals at the end of the competition period.

1. Action Plan: FSR/TDA/Wealth Referral Challenge
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- Objective: To refer as many customers as possible to the Financial Service Representative (FSR), TD
Ameritrade (TDA) or Wealth during the duration of the challenge
- Players: All tellers in Town Center and Bishops Corner branches
o With aid from the FSR, TDA and Wealth employees
- Ultimate Goal: “Grand Prize” (GP)
o For the store: increased referrals = more Sales Revenue (SR) for the store, deeper relationships
between us and the customers, team building between tellers, ↑WIN, ↑WIP payouts/bonuses,
overall – feather in the cap for the store
o For the tellers: Already built-in monetary incentives for FSR & TDA referrals, periodic
incentives throughout the competition besides the GP, ↑SR, ↑WIN (for cross-trained employees),
↑WIP, looks good during mid- and year-end reviews, GP -- should they win
o For the FSRs/TDA & Wealth Team: Deepening customer relationships, ↑sales, ↑WIP, ↑WIN,
better communication with fellow tellers, opportunity to explain to the teller team exactly what
they do in detail, better mid- and year-end reviews.
- Measuring Tools: Use trackers on the Sales Revenue page to hold players accountable
o Emails to stay updated
o Share our successes with Retail Market Manager and the rest of the team
o Excel sheet: I'll update regularly and email everyone for quick references
o Instant message via Lync to stay in touch with competitors
- Competition schedule:
o Competition will start JULY 1ST
o Introduce the Challenge: Have FSR Rep., Wealth Rep., et al come in to explain what they do and
(most importantly) how the tellers can help them do it.
 What are the FSRs, TDA and Wealth looking for?
 What are the red flags, buzz words or key questions to ask?
 How can we get a customer over to our FSR so he can uncover more details about
a customer?
 If a teller passes a potential customer over the FSR and he turns them over to the
Wealth team, the teller will STILL get credit.
o PRIZES:
 First referral of the contest – Get a $10.00 Starbucks or DD gift card
 First teller to get 5 referrals of any kind gets – Lunch on TD
 First teller to get 5 referrals of a particular kind (Ex: 5 FSR referrals) – Lunch
 Random blitzes throughout competition instituted by me or management to keep
the spark of competition alive!

2. Action Plan: FSR/TDA/Wealth Referral Challenge
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o Mini-Challenges throughout the competition between individual tellers to keep everyone alive in
the game:
 The two tellers with the fewest amt. of referrals in the challenge: Whoever can catch up
to the teller with the next highest amt. of referrals first gets a prize.
 Tied Tellers: Whoever breaks the tie first gets a prize
 If a teller has only made TDA or only FSR referrals: If they can make a differing referral
by the end of their shift, they get a prize.
 Either a filled out consent to call form for TDA OR an appointment made by FSR
- Don’t forget the BUILT-IN INCENTIVES already given for qualifying TDA & FSR referrals!
o FSR: 200 SR as long as they sit down with our FSR and there’s genuine interest
o TDA: $25 for a qualifying referral
- GRAND PRIZE:
o The teller with the MOST REFERRALS (regardless of type) AT THE END OF THE
COMPETITION DOESN'T HAVE TO WORK ANY WEEKENDS FOR AN ENTIRE
MONTH!!
PLUS!
o A $50.00 GIFT VISA CARD!!