Referral Information
Referral Program The ABC Referral Program is designed to encourage relationship development contacts between ABC employees and clients. The program is structured to track employee activities to build relationships and to provide rewards to employees that are proactively presenting financial solutions to customer and prospects. The program components and guidelines are summarized in the following outline.
Referral Program Definitions and Guidelines
If you can sell it you can’t refer it. Lead •
The employee identifies a potential ABC service opportunity and provides a sales representative or product specialist with basic information about the client and/or service opportunity
Referral • • •
The potential ABC service opportunity is initiated by the employee with the customer or prospect The goal is to focus on creating a qualified sales opportunity, appointment or introduction to a salesperson or product specialist The customer needs to provide permission for future contacts from the appropriate ABC staff
Qualified Referral •
In order to be a qualified referral, the employee must include background and contact information about the customer or prospect, identify the ABC service they have suggested and get permission from the customer to have a sales representative contact them, if appropriate. If the employee sets up an appointment for the customer to talk with a sales representative or makes an immediate introduction, it is automatically a qualified referral.
Open Referral •
Any referral that has been initiated by the employee, but has not yet resulted in a follow-up presentation with the customer or the sale of an ABC service
Closed Lead or Referral •
Any lead or referral that has concluded with the sale of an ABC service
ABC Referral Program Points Program Activity
Reward Level
Reward Points
Lead
1
1 Point
Referral
2
2 Points
Qualified Referral
3
5 Points
Closed Lead or Referral *provided in addition to the
4
5 Points
points for a lead, referral or qualified referral
Lead and Referral Goals 5 points per week for support staff without regular customer contact 15 points per week for customer service staff with regular customer contact 25 points per week for staff with investment or loan relationship responsibilities
ABC Lead and Referral Program Incentives All ABC Referral Program points can be redeemed for cash, paid time off or prize packages. Points can only be redeemed once. The following table outlines the initial program incentive opportunities. Reward Points
Program Rewards and Prize Package
1 Point
1 point is worth $0.50 Minimum redemption is 20 points
50 Points
1 hour of paid time off
100 Points
2 hours of paid time off
250 Points
! day of paid time off
500 Points
Full day of paid time off
Referral Program Guidelines Bank A If you can sell it you can’t refer it. Lead • Potential financial service opportunity discovered by the employee • Provide a sales representative or service specialist with basic information about the client and/or financial service opportunity Referral • Potential financial service opportunity initiated by the employee • Recommend the financial solution or financial specialist to the client • Focus on creating a qualified sales opportunity, appointment or introduction to a salesperson or product specialist • Customer provides permission for further contact
Bank B Referral 1. Interactive discussion with a customer, or prospect, that is initiated by the employee.
2. An awareness of a product or service was created and/or a need was identified. 3. The appropriate sales specialist was recommended. 4. The referring employee obtains customer/prospect agreement to meet with, and/or to accept a phone call from, a sales specialist. 5. Generally, the sales specialist is outside of your normal departmental area. 6. An incentive is paid for the referral and is not contingent on a sale or based on the type or dollar amount of any business written or generated.
Appointment Referral 1. Meets all of the criteria of a basic referral. 2. An appointment was facilitated with the help of the referring employee by either a direct personal introduction, if the customer is in the bank, and the timing is good for both you and the sales specialist, or by obtaining the customer’s agreement to meet with the specialist face to face and the appointment is kept. 3. Referral incentive is based upon the appointment generated and is not contingent upon a sale or on the type, or dollar amount of, any resulting business written or generated.
REFERRAL QUICK TIPS Referrals Defined It IS a referral if: It IS NOT a referral if: • The customer has NOT previously requested information from us about • The customer is an employee. the product. • If the customer already has the product or service, it is not a referral. • The referring employee established the thought with the customer. • The customer asks for the product and you direct them to the right • The sole reason the customer is coming to ABC Bank is because you, specialized employee (except loans processed through the Internet). personally, are an employee of the company. • Someone you know comes in to open an account, but you did not play • The customer attends an investment seminar upon invitation by an an active part. employee. • The customer decides LATER to purchase the product. • Loans processed through the Internet. • Someone comes in to open an account, but end up opening it later or at • One referral for each customer regardless of the number of products if another branch. they were referred to one Specialized Employee. • You have an indication that someone may be interested in a product, • If a customer is referred to two different specialized employees for but don't initiate a conversation. Just giving the customer information to different products or services, then credit will be given for both products. a specialized employee is a LEAD, not a referral. • One type of referral will be allowed per customer per year. • One referral per buying unit / household.
Re f erral Performance Employee Name
Employee #
Bank Office
Product Information
Date
Referred Customer Name
Referred To
Result
TOTAL
Referral Log Employee Name
Office
Business Loan
Consumer/Home Loan
Certificates of Deposit
Referred Customer Name
Savings and Money Market
Date
Checking
Product Information
Referred To
Qualified Referral Yes or No
Result
TOTAL Page _______ of _______
Date Referred Customer Name
Page _______ of _______ CommercialLloan
Ag Loan
Home Loan
Home Equity Loan
Consumer Loan
IRA
Certificate of Deposit
Money Market
Savings
Online Bill Pay
E-Statements
Online Banking
Check Card
Other Checking
My Rewards Checking
Employee Name
Referred To Result Qualified Referral (Y or N)
Referral Log Product Information
Office
Sales Tracking Log Employee Name
Date
Customer Name
Employee #
Customer SS#
Referral Employee
Bank Office
Primary Source of Product Product Source Competitor Customer Code Y or N of Funds Source Account Number
Opening Balance
TOTAL Page _______ of _______ Source of Customer ER W N FR T R D
Employee Referral Walk-in Newspaper Friend/relative Television Radio Direct mail
Month
Approved By
Deposit Product Code Free checking Regular checking Interest checking Savings Money market CD IRA
101 102 103 104 105 106 107
Loan Product Code 201 202 203 204
Consumer loan Line of credit Equity loan Home loan
Source of Funds 1 2 3 4 5 6 7
Cash Checking Savings MMA CD IRA Other
Competitor Source Bank Credit Union Brokerage Insurance Other
BK CU BR IN OT
Referral Information Date_____________ Referred To _______________________________ Referred By________________ ! Customer ! Prospect
! Lead ! Referral
! Referral w/Appointment
Appointment Date/Time_________________|__________
Sales Rep Initials_________________________
Name ___________________________________________________________________________________ Address, City, St, Zip _______________________________________________________________________ The best day to call for appointment is _______________________ Best Time _________________________ Telephone number to call___________________________________
Loans
Financial Service Interest (check all that apply) Property/Casualty Insurance
! Commercial/Commercial Real Estate ! Ag Production/Real Estate ! Residential Real Estate-Purchase ! Residential Real Estate-Refinance ! New Construction ! Home Improvement ! Home Equity/HELOC ! Recreational Vehicle ! Auto/Motorcycle ! Personal Loan ! Credit Cards
! Farm Property ! Crop/Hail ! Business ! Health ! Homeowners ! Auto/Motor Cycle ! Recreational Vehicle ! Boat/Snow Mobile ! Motorcycle
Deposits & Services
Investments & Life Insurance
! Business Checking ! Personal Checking ! CD ! Savings ! Money Market ! Debit Card ! Internet Banking and Bill Pay ! Business Cash Management ! Health Savings Account
! Long Term Care ! Life Insurance ! Annuities ! 401(k) ! Estate Planning ! Stocks, Bonds, Mutual Funds ! IRA ! Retirement/Investment Planning
Background Information
Follow Up
Referral Information Date
Referral Information Date
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Customer/Prospect Referral ! Customer ! Prospect Customer/Prospect Name _____________________________________________Referred By____________________________ Date ________________ Telephone Number ____________________________The best time to call _______________________ Address, City, State, Zip _____________________________________________________________________________________ RETAIL BANKING ! Checking ! Savings ! Check Card ! Line of Credit ! New CD ! Renewal CD ! Online Banking ! Bill Pay
MORTGAGE LOANS ! Refinance ! First Time Buyer ! Construction Loan ! 1-4 Family Home Loan
CONSUMER LOANS ! Vehicle Loan ! Home Equity Loan or LOC ! Personal Loan
INVESTMENT CENTER ! Mutual Funds, Stocks, Bonds ! Annuities ! Life Insurance ! Disability Insurance ! Financial Planning ! 401K ! College Savings Plan ! Long Term Care
BUSINESS BANKING ! Real Estate Loan ! Business Loan ! Ag Loan ! Operating Line of Credit ! Business Checking ! Business Savings ! Business Money Market ! Cash Management Services
Additional Information
Qualified Referral? ! Yes ! No
Successful Referral? ! Yes ! No
Referral Approved By __________________
Customer/Prospect Referral ! Customer ! Prospect Customer/Prospect Name _____________________________________________Referred By____________________________ Date ________________ Telephone Number ____________________________The best time to call _______________________ Address, City, State, Zip _____________________________________________________________________________________ RETAIL BANKING ! Checking ! Savings ! Check Card ! Line of Credit ! New CD ! Renewal CD ! Online Banking ! Bill Pay
MORTGAGE LOANS ! Refinance ! First Time Buyer ! Construction Loan ! 1-4 Family Home Loan
CONSUMER LOANS ! Vehicle Loan ! Home Equity Loan or LOC ! Personal Loan
INVESTMENT CENTER ! Mutual Funds, Stocks, Bonds ! Annuities ! Life Insurance ! Disability Insurance ! Financial Planning ! 401K ! College Savings Plan ! Long Term Care
BUSINESS BANKING ! Real Estate Loan ! Business Loan ! Ag Loan ! Operating Line of Credit ! Business Checking ! Business Savings ! Business Money Market ! Cash Management Services
Additional Information
Qualified Referral? ! Yes ! No
Successful Referral? ! Yes ! No
Referral Approved By __________________
Customer/Prospect Referral ! Customer ! Prospect Customer/Prospect Name _____________________________________________Referred By____________________________ Date ________________ Telephone Number ____________________________The best time to call _______________________ Address, City, State, Zip _____________________________________________________________________________________ RETAIL BANKING ! Checking ! Savings ! Check Card ! Line of Credit ! New CD ! Renewal CD ! Online Banking ! Bill Pay
MORTGAGE LOANS ! Refinance ! First Time Buyer ! Construction Loan ! 1-4 Family Home Loan
CONSUMER LOANS ! Vehicle Loan ! Home Equity Loan or LOC ! Personal Loan
INVESTMENT CENTER ! Mutual Funds, Stocks, Bonds ! Annuities ! Life Insurance ! Disability Insurance ! Financial Planning ! 401K ! College Savings Plan ! Long Term Care
BUSINESS BANKING ! Real Estate Loan ! Business Loan ! Ag Loan ! Operating Line of Credit ! Business Checking ! Business Savings ! Business Money Market ! Cash Management Services
Additional Information
Qualified Referral? ! Yes ! No
Successful Referral? ! Yes ! No
Referral Approved By __________________
Lead/Referral Information
Lead/Referral Information Date
Lead
Referral
Approved
Date
Lead
Approved
Customer/Prospect Name
Customer/Prospect Name Address
City
Home Phone
Work Phone
State
Zip Best Time to Call
Address
City
Home Phone
Work Phone
Lead/Referral Information
Lead/Referral Information
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Referral
State
Zip Best Time to Call
Lead/Referral Information
Lead/Referral Information Date
Referral
Approved
Date
Lead
Referral
Approved
Customer/Prospect Name
Customer/Prospect Name Address
City
Home Phone
Work Phone
State
Zip Best Time to Call
Address
City
Home Phone
Work Phone
Lead/Referral Information
Lead/Referral Information
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State
Zip Best Time to Call
Performance Planner Monthly Performance Monthly Goal CONTACT GOALS (number) In-Person Telephone Personal Notes Formal Letters FAX E-Mail Total Contacts SALES GOALS (dollars) Business Loans Real Estate Loans Consumer Loans Total Loan Sales Checking Savings and Money Market Certificates of Deposit Retirement Accounts Investments Total Deposit and Investment Sales REFERRALS Received Provided Total Referrals
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Referral Program Definitions and Guidelines
If you can sell it you can’t refer it. Lead •
The employee identifies a potential ABC service opportunity and provides a sales representative or product specialist with basic information about the client and/or service opportunity
Referral • • •
The potential ABC service opportunity is initiated by the employee with the customer or prospect The goal is to focus on creating a qualified sales opportunity, appointment or introduction to a salesperson or product specialist The customer needs to provide permission for future contacts from the appropriate ABC staff
Qualified Referral •
In order to be a qualified referral, the employee must include background and contact information about the customer or prospect, identify the ABC service they have suggested and get permission from the customer to have a sales representative contact them, if appropriate. If the employee sets up an appointment for the customer to talk with a sales representative or makes an immediate introduction, it is automatically a qualified referral.
Open Referral •
Any referral that has been initiated by the employee, but has not yet resulted in a follow-up presentation with the customer or the sale of an ABC service
Closed Lead or Referral •
Any lead or referral that has concluded with the sale of an ABC service
ABC Referral Program Points Program Activity
Reward Level
Reward Points
Lead
1
1 Point
Referral
2
2 Points
Qualified Referral
3
5 Points
Closed Lead or Referral *provided in addition to the
4
5 Points
points for a lead, referral or qualified referral
Lead and Referral Goals 5 points per week for support staff without regular customer contact 15 points per week for customer service staff with regular customer contact 25 points per week for staff with investment or loan relationship responsibilities
ABC Lead and Referral Program Incentives All ABC Referral Program points can be redeemed for cash, paid time off or prize packages. Points can only be redeemed once. The following table outlines the initial program incentive opportunities. Reward Points
Program Rewards and Prize Package
1 Point
1 point is worth $0.50 Minimum redemption is 20 points
50 Points
1 hour of paid time off
100 Points
2 hours of paid time off
250 Points
! day of paid time off
500 Points
Full day of paid time off
Referral Program Guidelines Bank A If you can sell it you can’t refer it. Lead • Potential financial service opportunity discovered by the employee • Provide a sales representative or service specialist with basic information about the client and/or financial service opportunity Referral • Potential financial service opportunity initiated by the employee • Recommend the financial solution or financial specialist to the client • Focus on creating a qualified sales opportunity, appointment or introduction to a salesperson or product specialist • Customer provides permission for further contact
Bank B Referral 1. Interactive discussion with a customer, or prospect, that is initiated by the employee.
2. An awareness of a product or service was created and/or a need was identified. 3. The appropriate sales specialist was recommended. 4. The referring employee obtains customer/prospect agreement to meet with, and/or to accept a phone call from, a sales specialist. 5. Generally, the sales specialist is outside of your normal departmental area. 6. An incentive is paid for the referral and is not contingent on a sale or based on the type or dollar amount of any business written or generated.
Appointment Referral 1. Meets all of the criteria of a basic referral. 2. An appointment was facilitated with the help of the referring employee by either a direct personal introduction, if the customer is in the bank, and the timing is good for both you and the sales specialist, or by obtaining the customer’s agreement to meet with the specialist face to face and the appointment is kept. 3. Referral incentive is based upon the appointment generated and is not contingent upon a sale or on the type, or dollar amount of, any resulting business written or generated.
REFERRAL QUICK TIPS Referrals Defined It IS a referral if: It IS NOT a referral if: • The customer has NOT previously requested information from us about • The customer is an employee. the product. • If the customer already has the product or service, it is not a referral. • The referring employee established the thought with the customer. • The customer asks for the product and you direct them to the right • The sole reason the customer is coming to ABC Bank is because you, specialized employee (except loans processed through the Internet). personally, are an employee of the company. • Someone you know comes in to open an account, but you did not play • The customer attends an investment seminar upon invitation by an an active part. employee. • The customer decides LATER to purchase the product. • Loans processed through the Internet. • Someone comes in to open an account, but end up opening it later or at • One referral for each customer regardless of the number of products if another branch. they were referred to one Specialized Employee. • You have an indication that someone may be interested in a product, • If a customer is referred to two different specialized employees for but don't initiate a conversation. Just giving the customer information to different products or services, then credit will be given for both products. a specialized employee is a LEAD, not a referral. • One type of referral will be allowed per customer per year. • One referral per buying unit / household.
Re f erral Performance Employee Name
Employee #
Bank Office
Product Information
Date
Referred Customer Name
Referred To
Result
TOTAL
Referral Log Employee Name
Office
Business Loan
Consumer/Home Loan
Certificates of Deposit
Referred Customer Name
Savings and Money Market
Date
Checking
Product Information
Referred To
Qualified Referral Yes or No
Result
TOTAL Page _______ of _______
Date Referred Customer Name
Page _______ of _______ CommercialLloan
Ag Loan
Home Loan
Home Equity Loan
Consumer Loan
IRA
Certificate of Deposit
Money Market
Savings
Online Bill Pay
E-Statements
Online Banking
Check Card
Other Checking
My Rewards Checking
Employee Name
Referred To Result Qualified Referral (Y or N)
Referral Log Product Information
Office
Sales Tracking Log Employee Name
Date
Customer Name
Employee #
Customer SS#
Referral Employee
Bank Office
Primary Source of Product Product Source Competitor Customer Code Y or N of Funds Source Account Number
Opening Balance
TOTAL Page _______ of _______ Source of Customer ER W N FR T R D
Employee Referral Walk-in Newspaper Friend/relative Television Radio Direct mail
Month
Approved By
Deposit Product Code Free checking Regular checking Interest checking Savings Money market CD IRA
101 102 103 104 105 106 107
Loan Product Code 201 202 203 204
Consumer loan Line of credit Equity loan Home loan
Source of Funds 1 2 3 4 5 6 7
Cash Checking Savings MMA CD IRA Other
Competitor Source Bank Credit Union Brokerage Insurance Other
BK CU BR IN OT
Referral Information Date_____________ Referred To _______________________________ Referred By________________ ! Customer ! Prospect
! Lead ! Referral
! Referral w/Appointment
Appointment Date/Time_________________|__________
Sales Rep Initials_________________________
Name ___________________________________________________________________________________ Address, City, St, Zip _______________________________________________________________________ The best day to call for appointment is _______________________ Best Time _________________________ Telephone number to call___________________________________
Loans
Financial Service Interest (check all that apply) Property/Casualty Insurance
! Commercial/Commercial Real Estate ! Ag Production/Real Estate ! Residential Real Estate-Purchase ! Residential Real Estate-Refinance ! New Construction ! Home Improvement ! Home Equity/HELOC ! Recreational Vehicle ! Auto/Motorcycle ! Personal Loan ! Credit Cards
! Farm Property ! Crop/Hail ! Business ! Health ! Homeowners ! Auto/Motor Cycle ! Recreational Vehicle ! Boat/Snow Mobile ! Motorcycle
Deposits & Services
Investments & Life Insurance
! Business Checking ! Personal Checking ! CD ! Savings ! Money Market ! Debit Card ! Internet Banking and Bill Pay ! Business Cash Management ! Health Savings Account
! Long Term Care ! Life Insurance ! Annuities ! 401(k) ! Estate Planning ! Stocks, Bonds, Mutual Funds ! IRA ! Retirement/Investment Planning
Background Information
Follow Up
Referral Information Date
Referral Information Date
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Customer/Prospect Referral ! Customer ! Prospect Customer/Prospect Name _____________________________________________Referred By____________________________ Date ________________ Telephone Number ____________________________The best time to call _______________________ Address, City, State, Zip _____________________________________________________________________________________ RETAIL BANKING ! Checking ! Savings ! Check Card ! Line of Credit ! New CD ! Renewal CD ! Online Banking ! Bill Pay
MORTGAGE LOANS ! Refinance ! First Time Buyer ! Construction Loan ! 1-4 Family Home Loan
CONSUMER LOANS ! Vehicle Loan ! Home Equity Loan or LOC ! Personal Loan
INVESTMENT CENTER ! Mutual Funds, Stocks, Bonds ! Annuities ! Life Insurance ! Disability Insurance ! Financial Planning ! 401K ! College Savings Plan ! Long Term Care
BUSINESS BANKING ! Real Estate Loan ! Business Loan ! Ag Loan ! Operating Line of Credit ! Business Checking ! Business Savings ! Business Money Market ! Cash Management Services
Additional Information
Qualified Referral? ! Yes ! No
Successful Referral? ! Yes ! No
Referral Approved By __________________
Customer/Prospect Referral ! Customer ! Prospect Customer/Prospect Name _____________________________________________Referred By____________________________ Date ________________ Telephone Number ____________________________The best time to call _______________________ Address, City, State, Zip _____________________________________________________________________________________ RETAIL BANKING ! Checking ! Savings ! Check Card ! Line of Credit ! New CD ! Renewal CD ! Online Banking ! Bill Pay
MORTGAGE LOANS ! Refinance ! First Time Buyer ! Construction Loan ! 1-4 Family Home Loan
CONSUMER LOANS ! Vehicle Loan ! Home Equity Loan or LOC ! Personal Loan
INVESTMENT CENTER ! Mutual Funds, Stocks, Bonds ! Annuities ! Life Insurance ! Disability Insurance ! Financial Planning ! 401K ! College Savings Plan ! Long Term Care
BUSINESS BANKING ! Real Estate Loan ! Business Loan ! Ag Loan ! Operating Line of Credit ! Business Checking ! Business Savings ! Business Money Market ! Cash Management Services
Additional Information
Qualified Referral? ! Yes ! No
Successful Referral? ! Yes ! No
Referral Approved By __________________
Customer/Prospect Referral ! Customer ! Prospect Customer/Prospect Name _____________________________________________Referred By____________________________ Date ________________ Telephone Number ____________________________The best time to call _______________________ Address, City, State, Zip _____________________________________________________________________________________ RETAIL BANKING ! Checking ! Savings ! Check Card ! Line of Credit ! New CD ! Renewal CD ! Online Banking ! Bill Pay
MORTGAGE LOANS ! Refinance ! First Time Buyer ! Construction Loan ! 1-4 Family Home Loan
CONSUMER LOANS ! Vehicle Loan ! Home Equity Loan or LOC ! Personal Loan
INVESTMENT CENTER ! Mutual Funds, Stocks, Bonds ! Annuities ! Life Insurance ! Disability Insurance ! Financial Planning ! 401K ! College Savings Plan ! Long Term Care
BUSINESS BANKING ! Real Estate Loan ! Business Loan ! Ag Loan ! Operating Line of Credit ! Business Checking ! Business Savings ! Business Money Market ! Cash Management Services
Additional Information
Qualified Referral? ! Yes ! No
Successful Referral? ! Yes ! No
Referral Approved By __________________
Lead/Referral Information
Lead/Referral Information Date
Lead
Referral
Approved
Date
Lead
Approved
Customer/Prospect Name
Customer/Prospect Name Address
City
Home Phone
Work Phone
State
Zip Best Time to Call
Address
City
Home Phone
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Lead/Referral Information
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Lead/Referral Information
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Date
Lead
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Customer/Prospect Name Address
City
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State
Zip Best Time to Call
Performance Planner Monthly Performance Monthly Goal CONTACT GOALS (number) In-Person Telephone Personal Notes Formal Letters FAX E-Mail Total Contacts SALES GOALS (dollars) Business Loans Real Estate Loans Consumer Loans Total Loan Sales Checking Savings and Money Market Certificates of Deposit Retirement Accounts Investments Total Deposit and Investment Sales REFERRALS Received Provided Total Referrals
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
