The Secret to Growing Branch Business? Ask Better Questions
In banking and financial services, the path to growth often lies in the small but powerful moments of customer interaction. One such moment — often overlooked — is when a customer answers questions while booking an appointment or when the concierge is adding a walk-in to the wait list. Why does this moment matter so much?
Because, when customers respond to a series of tactfully prepared questions, they are already mentally committing to an action – opening a new account, applying for a loan, or exploring financial solutions.
In many cases, the decision is already halfway made — they simply need a little guidance to complete the journey. A right set of questions can guide visitors into a mindset of commitment — even if they hadn’t initially planned on using that latest credit card you introduced.
Having right set of questions at the fingertips and staff well trained to ask them casually could do more upselling than expensive marketing programs.
Question Library
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Asking Questions Builds Commitment
When a banker or concierge asks targeted, purposeful questions, several things happen:
- It focuses the customer’s attention on specific needs they may not have fully articulated yet.
- It establishes a consultative relationship — instead of being sold to, the customer feels supported.
- It activates the “foot-in-the-door” effect, a psychological phenomenon where small initial commitments lead to larger ones.
- It signals professionalism and preparation, building immediate trust in your institution.
- It generates new insights. Even something as simple as “How did you know about our product?” can have a huge effect on your business tactics.
Whether through appointment scheduling or spontaneous conversations, asking the right questions moves customers from passive browsers to active participants — and, ultimately, loyal account holders.
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A great conversation starts with a great question.
Train your team to ask the right ones — and watch your customer relationships (and your business) grow. Contact us at info@nextenture.com to get a a copy of our curated questions FREE!