Chapter 2 Sales Final

Teller Education

Monroe Bank Training & Development Teller Education Last Updated: January 31, 2011

Chapter 2: Sales, Banking Products & Services

Chapter 2: Sales, Banking Products & Services Monroe Bank Teller Training Last Updated: January 31, 2011

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Chapter Two Table of Contents

Teller Learning Objectives: ................................................................................................. 4

Key terminology .................................................................................................................. 5

Sales Skill and Knowledge ................................................................................................... 7

Sales: Begin with the Basics .................................................................................... 8

Detecting Customer Cues ................................................................................................... 9

Connecting Customer Cues with Questions ......................................................... 10

Improving Sales Performance ............................................................................... 11

Coaching and Learning Activities ...................................................................................... 12

Rewards Mania Gift Card .................................................................................................. 13

Personal Checking Products .............................................................................................. 15

Common Core Features ........................................................................................ 15

Personal Checking Plan Details ......................................................................................... 16

Student Checking .................................................................................................. 16

Essential Checking ................................................................................................. 16

Advantage Checking .............................................................................................. 17

NOW (Negotiable Order of Withdrawal) Account ................................................ 17

Success Checking................................................................................................... 18

Overdraft Courtesy and Overdraft Protection .................................................................. 19

Special Banking Programs ................................................................................................. 20

Prime Time Banking .............................................................................................. 20

Personal Savings Products ................................................................................................ 21

Quick Facts about Regulation D ............................................................................ 21

Personal Savings Plans ...................................................................................................... 22

Statement Savings................................................................................................. 22

Christmas Club Savings ......................................................................................... 22

Young Savers Account ........................................................................................... 22


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Money Market Savings ......................................................................................... 23

Pinnacle Green Money Market Account ............................................................... 23

Certificates of Deposit ...................................................................................................... 24

Élan Consumer Credit Cards ............................................................................................. 25

Élan Business Credit Cards ................................................................................................ 26

Additional Banking Services .............................................................................................. 27

Free e-statements ................................................................................................. 27

Safe Deposit Boxes ................................................................................................ 28

Wealth Management Group ................................................................................. 28

Loan Services ......................................................................................................... 28

Additional Services: ............................................................................................... 28

Thank You for Your Participation!..................................................................................... 29


Monroe Bank Teller Training

Last Updated: January 31, 2011

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Chapter Two

Learning Objectives

Teller Learning Objectives: You will be able to identify and apply the BASICS of selling.

You will be able to identify customer cues and apply basic questioning skills to

improve sales performance.

You will understand the importance of Relationship Building in sales You will understand and apply the SMART Goals Model of goal setting

You will understand how supervisors and managers use coaching to improve

your performance: o Quick Coaching o Results Coaching o Observation Coaching

You will be able to understand the features and benefits of Monroe Bank’s

products and services, such as: o Checking Accounts o Savings Accounts o Money Market Accounts o Overdraft Courtesy & Reg E o Certificates of Deposits (CD’s) o PrimeTime Banking o Team Green Banking o On Line Banking o e-statements




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Chapter Two Key Terminology

Key terminology BASICS Sales Interaction Model: A sales tool that helps one focus on important, essential selling fundamentals:

Begin with a greeting and establish rapport Assess and Explore customer’s needs Suggest products to fit needs Initiate and obtain agreement by asking for the business Continue the sales process to determine next step Say Thank You and show appreciation

Cues: There are three basic cues given by customers that convey information: Written, Verbal and Behavioral. Open Questions: Questions that elicit free flowing information from the customer. Closed Questions: Questions that elicit precise, direct and concise information from the customer. Coaching: A positive educational process that provides constructive feedback that both informs and redirects employee performance in areas of weakness. Coaching objectives should be clear, specific and measurable with a balanced approach that includes employee strengths and weaknesses. Results Coaching: One-on-one coaching session focused on enhancing sales skills and discussion of sales performance for the previous month. Observation Coaching: Manager observes a customer interaction and meets with the team member to discuss what went well and what may need improvement. Quick Coaching: Manager meets with a team member briefly (usually 1-3 minutes) to discuss sales interaction observations. Sales Meeting: Expanded meetings one time per month to recap the previous month’s sales results, discuss sales strategies and share success stories.




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Clinic: A team discussion regarding a specific sales activity. A clinic might involve writing a script for outbound sales calls or how to handle an objection that is often presented by customers. Round: A concept borrowed from the medical field, each team member is prepared to discuss a couple of customer situations with the group. Rounds stimulate conversation and create involvement, with each person participating in the Round learning something from the customer situations discussed. Daily Huddle: Daily 3-5 minute meetings to create enthusiasm with a focus on sales goals and sales activities for the day. SMART Goals: Specific, Measurable, Attainable, Realistic, Timely. Point of Sale (POS) Limit: The Monroe Bank CheckCard daily amount of purchasing power ($2500) that is tied to a customer's account. Minimum Balance: The lowest balance required to maintain a checking, savings or money market account without incurring a monthly fee. Foreign ATM: Any Automated Teller Machine (ATM) that is not the owned and operated by Monroe Bank: Overdraft Protection: Free overdraft protection, typically funded from a savings account, that is linked to another Monroe Bank checking account to cover overdrafts. Overdraft Courtesy: A fee-based line of credit, usually set at $500, that prevents returned items due to non-sufficient funds. The fee is $29 per NSF item. Federal Funds Index: The interest rate that banks charge each other for the use of Federal funds. It changes daily and is a sensitive indicator of general interest rate trends. Wall Street Journal Prime Rate: The Wall Street Journal Prime Rate (WSJ Prime Rate) is defined by The Wall Street Journal (WSJ) as “The base rate on corporate loans posted by at least 75% of the nation's 30 largest banks.”

http://www.investorwords.com/2531/interest.html

http://www.investorwords.com/5752/rate.html

http://www.investorwords.com/401/bank.html

http://www.investorwords.com/5454/charge.html

http://www.investorwords.com/1901/Federal_funds.html

http://www.businessdictionary.com/definition/daily.html

http://www.investorwords.com/2435/indicator.html

http://www.businessdictionary.com/definition/interest-rate.html

http://www.investorwords.com/5067/trend.html

http://en.wikipedia.org/wiki/Wall_Street_Journal


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Sales Skill and Knowledge Chapter One introduced the Sales role of the Professional Teller, now we will further explore specific Sales skills. Recall that selling a product or service should not take the approach of “pushing” them on customers. This is especially true when the Teller is lacking knowledge of customer’s needs. Selling is all about Relationship Building, being perceptive to the customer’s needs during conversations and meeting those needs. Needs are best served by helping the customer match a Bank product or service that is a “best fit” given the need. Today, our discussion will center around a few core areas:

1. When do people want to become our customer?

2. What are the BASICS of selling? 3. What are customer cues? 4. How are customer cues identified? 5. How can I build and improve my Sales ability?

When do people want to become our customer? Make people feel important! When

we demonstrate that, we value and care about their situations, people will be more inclined to do business with Monroe Bank.

When we demonstrate empathy combined with friendliness, the customer will sense our sincerity.

When they feel that they will receive accurate product and service information from knowledgeable, dependable Bank employees.

When we actively demonstrate a willingness to help the customer match the best product or service that will most benefit their specific needs.

They feel our products and services are competitive with other banking institutions, exhibit value and offer exceptional service

First, we will start with the BASICS of selling detailed on the next page.


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Sales: Begin with the Basics

Teller Action Customer Perception & Outcome

B = Begin with eye contact, a smile and a sincere greeting. Use the customer’s name if known. Offer to help.

Forms a positive image of the Bank and begins to build a relationship. Recall that selling is about Relationship Building, not pushing products or services on customers.

A = Assess and explore customer’s needs by looking for written, verbal and behavioral Cues (See page 9).

By identifying cues that truly meet a customer need, we will be perceived as showing respect and not just pushing products or services that do not benefit the customer.

S =

Suggest products that meet the needs and explain the benefits. Ask customer if the product would benefit them to confirm an interest.

Customer gains confidence from our ability to discuss products that meet direct needs. Relationship Building is advanced as the benefits are tied to their lives in real terms.

I = Initiate and obtain agreement by asking for their business.

Customer senses our sincere interest in obtaining their business and they feel valued as a result, not just another account number for the Bank’s books!

C =

Continue the sales process by determining the next step to speak with a Personal Banker or make a referral to the appropriate area.

By accepting the next step to speak with a Personal Banker or by accepting a referral, the customer will feel committed to the decision.

S = Say Thank You and show appreciation, thanking the customer by name.

Customer feels valued and that the Bank appreciates their business. Follow-up with the customer’s decision during their next visit to the bank and request feedback about the experience. Show a sincere interest in his or her feedback.

Say Thank You


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Detecting Customer Cues

Written Cues:

Customer Cue Examples Sales Opportunity Consistently high balances in checking accounts Possible referral to Wealth Management

Young Savers Account close to maturity age of 18 Possible need for a college loan or new checking account

Auto Loan that are close to payoff date Possible need for new auto loan

Verbal Cues:

Customer Cue Examples Sales Opportunity

“We just moved to Town recently” Possible new home loan referral

“My daughter is graduating from high school” Possible loan for college

“I’m so busy, I can’t make it to the bank” Possible need for on-line Banking

“I’m so upset about the stock market” Possible Wealth Management referral

“My new business has really taken off.” Possible business loan referral

Behavioral Cues:

Customer Cue Examples Sales Opportunity

Cashing checks to pay bills each month Possible need for on-line banking with free bill payment service

Cashing payroll checks each week Possible Need for checking account

Looking at rate sheet Certificate of Deposit or investment needs

Written Cues

Verbal Cues

Behavioral Cues


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Connecting Customer Cues with Questions

Closed Question Examples: “I have noticed that you cash your payroll checks here each Friday (Behavioral Cue),

do you currently have a checking account with us?” “It sounds like your new business is doing really well (Verbal Cue), would you be

interested in learning more about our business loans?” “I have noticed that you cash checks each month to pay your bills (Behavioral Cue),

would you like to learn more about on-line banking and its free bill payment service? “Your company is one of our Team Green members (Written Cue), would you like to

learn more about how to have a free NOW Checking account?”

Open Question Examples: “You mentioned that you are new to town (Verbal Cue), how is your home search

going?” “You mentioned your other bank (Verbal Cue), to better recommend an account for

you, tell me a little more about your past accounts and what you liked about them?” “It sounds like you really liked your last bank’s on-line service (Verbal Cue), tell me

about your favorite features?” “Thank you for coming in today to check out our banking services (Behavioral Cue),

why did you choose to visit our bank?”

Closed Questions

Elicits short, specific, direct

answers

Do You? Where? Will You? Who?

Would You?

Open Questions

Elicits free flowing information and

answers

Why? How? Tell me about?

Describe for me?


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Improving Sales Performance

To make gains toward Sales related goals, we can use the SMART Goals Model that we studied from Chapter One. Let’s apply a real world example to the SMART Goals Model.

Real World Scenario: Sales Area of Weakness Tina Teller is very good at greeting customers and shows sincerity; however, she is uncomfortable with acting on customer cues by asking financial or banking questions that would help her sales performance. How can Tina Teller use the SMART Goals Model to help?

In addition to SMART Goals, Tellers will participate in many forms of coaching and learning activities designed to help each team member achieve goals and improve performance.

Got Goals? Get SMART!

SMART Goals

S = Specific M = Measurable A = Attainable R = Realistic T = Timely

Tina Teller’s Goals

S I want to become more confident in asking customers questions about their financial and banking needs to help improve my sales performance.

M For one week, each day, I will practice and role-play 3 customer interactions that involve asking financial and banking questions.

A Attainable given the daily practice goal for reaching one goal

R Practical and realistic given the one week time frame to achieve one goal

T In one week, my confidence will strengthen and I will be able to ask customers questions to improve sales performance.


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• One-on-one

• Focus on past results

• Discussion of sales performance for the previous month

Results Coaching

• One-on-one

• Ususally 1 or 3 minutes in length

• Provides feedback on observed interactions

Quick Coaching

• One-on-one

• Observation of customer interaction

• Provide feedback on details of interaction

Observation Coaching

• Team Discussion

• Specific sales activity is targeted

• Focus on a specific goal or sales skill

Clinic

• Team Discussion

• Share customer situations with group

• Encourages conversation

Round

• Daily morning Team Meeting

• 5 minutes of focused attention on activities

• Creates enthusiasm

Daily Huddle

• Monthly meeting

• Discussion of previous month's sales results

• Discuss succesful strategies

Sales Meeting

Coaching and Learning Activities

The term “Coaching” describes a positive educational process that provides constructive feedback to improve performance. Managers and supervisors should provide coaching feedback that contains positive information about performance as well as possible areas of weakness that may need improvement. Tellers should view coaching as a practical learning tool to grow with the bank and reinforce various skill sets. Overtime, the benefits of coaching open a path to success.

Types of Coaching & Learning Activities


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Rewards Mania Gift Card

A program, controlled by the Marketing Department, designed for friends to refer other friends to Monroe Bank and open a new checking account. For a detailed look at how the process works, refer to the flow chart on the next page.

Back of Gift Card


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Rewards Mania Flow Chart

The Marketing Department of Monroe Bank controls the Rewards Mania / Friendly Rewards program. Throughout the year, Marketing will prepare different offerings with varied gifts. Banking Center supervisors and managers will update and educate Tellers, typically, during morning Daily Huddle meetings.

Start Here

Customer Completes Gift Card

Gives Gift Card to Friend Friend Opens Account

Friend Gives Gift Card to Personal Banker

Friend Given GiftValidated Gift Card

Mailed to Customer

Validated Gift Card is Presented to Personal

BankerCustomer Given Gift

End Here

Redeemed Gift Cards Sent to

Marketing


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Free Visa CheckCard

Unlimited Check Writing

Free Overdraft Protection

Free On-Line Banking

Free Bill Payment

Free e-statements

Free 24 Telephone Banking

Essential Checking

Advantage Checking

NOW Checking

PrimeTime Gold &

Platinum

Success Checking

Student Checking

Personal Checking Products Common Core Features

At Monroe Bank, we are committed to providing optimal banking products and services that best serve the individual consumer’s specific needs and life events. Below are the core features that all of Monroe Bank’s checking accounts share.


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Personal Checking Plan Details

Features & Benefits

Student Checking

Essential Checking

Student Checking Features & Benefits

Feature Benefit to Customer

For college students Great for college students seeking economic alternatives to higher fees

No minimum balance requirement Less stress, worry free

No monthly maintenance fee Economic and budget friendly

Low $50 initial deposit to open account Easy to get account opened

ATM Limit: $510 daily withdrawal limit Easy access to cash 24/7 worldwide

Purchasing Limit: $5000 daily check card limit POS with purchasing power

Free Visa CheckCard User friendly Visa CheckCard accepted worldwide

Essential Checking Features & Benefits


No monthly service charge with $500 minimum daily balance

Great for entry level customers seeking economic alternatives to higher fees

Tiered monthly service charge based on daily minimum balance

$1.95 $499.99-$200

$3.95 $199.99-$100

$5.95 Less than

$100

Low $50 initial deposit to open account Easy to get account opened




Product

Knowledge

Features

&

Benefits


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Advantage Checking

NOW (Negotiable Order of Withdrawal) Account

NOW Account Features & Benefits


An interest bearing account Allows customers to earn interest

$8.00 monthly service charge if balance falls below the low minimum balance of $700

Allows customer control over the low monthly fee of $8.00

Low $50 initial deposit to open account Easy initial deposit to get started


Free Visa CheckCard with $5000 daily POS POS with purchasing power

Advantage Checking Features & Benefits



Exclusive discounts on grocery, shopping, dining, travel & recreation – Over 260,000 local & national places to save

Offsets monthly service fee of $6.95

Debit Card Cash Bonus of 2% (per quarter)– Up to $100 per year

Offsets monthly service fee of $6.95

Low $50 initial deposit to open account Easy to get account started

Complimentary standard checks Economic and budget friendly, saves on annual check costs



Emergency Roadside Travel Assistance benefits


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Personal Checking Plan Details

Success Checking

Success Checking Features & Benefits


A higher interest rate checking account for customers that maintain account balances above $5,000

Pays higher interest rate (variable rate)

$15 monthly service charge if balance falls below $5,000 Allows control over service charge and provide relative low fee if cash is needed

$50 minimum deposit to open account Low cost of initial opening

Unlimited foreign ATM transactions with no MB fee More freedom to choose ATM locations

Free unlimited basic checks, or $12 credit towards other check style

Saves on annual check order costs

Up to $510 ATM daily withdrawal limit Easy access to cash at ATM

Up to $5000 Point of Sale (POS) limit per day POS with purchasing power

No fee for Cashier’s Checks Free special service, very convenient

No fee for American Express Travelers Cheques for One Free special service, very convenient

Free 3”x5” Safe Deposit Box for one year Safe and easy access to important items where you do your banking

My Visa CheckCard Facts: 24/7 Cash Access

Accepted millions of

locations worldwide

Easy to cancel if lost or

stolen


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Overdraft Courtesy and Overdraft Protection

Customers often have the need and desire for overdraft services. An overdraft occurs when the customer does not have sufficient funds in his or her account to cover a payment (ATM withdrawal, written check, ACH, debit card purchase). Overdraft Courtesy refers to Monroe Bank’s standard overdraft practices and is a discretionary service available to qualified customers.

Key Features & Benefits

Overdraft Courtesy Overdraft Protection Features Benefits Features Benefits

$500 Overdraft Limit (Bank’s money) to qualified customers

Avoids returned items to merchant

Overdraft service linked to a customer’s secondary account

Customer’s own account is used to cover overdrafts

$35 fee per item Avoids additional merchant fees

Linked to other checking, savings or money market accounts

Flexible options to manage overdrafts & fees

Cover’s overdrafts up to $500 (includes fees)

Avoids the embarrassment of a returned item

No $35 overdraft fee Minimizes fee expense

Linked to account’s Available Balance

Extra $500 of funds available in the event of an overdraft

Not linked to primary account’s Available Balance

Secondary accounts are not negatively impacted in the event of a lost or stolen card

Regulation E (Reg E) Options & Overdraft Courtesy

Must have Overdraft Courtesy for Overdraft Protection to extend to overdraft items

Ensures that no overdraft fee will be assessed in the event of an overdraft (assuming sufficient funds exist in the funding account)

Reg E Opt-In

Covers ATM & everyday debit card transactions

$35 Fee per item

Requires Overdraft Courtesy

Reg E Opt-In Decline

Declines ATM & everyday debit card transactions

No Fee due to declined status

Overdraft Courtesy only applies to checks, ACH and recurring payments

Regulation E (Reg E) Fast Glance Regulation E (Reg E) is a rule prescribed by the Federal Reserve’s Electronic Fund Transfer Act. This act established the basic rights, liabilities and responsibilities of consumers and financial institutions. Reg E provides that consumer customers to expressly agree (Opt-In) before the bank can charge a fee for paying an ATM or everyday debit card transaction that will result in an overdraft on the account.

Opt-In The customer gives the bank permission to extend Overdraft Courtesy and apply Standard Overdraft practices to ATM and everyday debit card transactions

Opt-In Decline The customer does not want Overdraft Courtesy to apply to ATM and everyday debit card transactions

http://www.monroebank.com/persbanking/overdraft.html




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Special Banking Programs

Prime Time Banking An exclusive package of services specially designed for customers’ age 50 and older. PrimeTime has a two-tier structure shown in the below table:

Tier Group Account Type Minimum Balance

Combined Balance

Service Charge

PrimeTime Gold Non-Interest 500.00 1000.00 10.00

PrimeTime Platinum Interest Bearing NOW 1000.00 2000.00 10.00

Free Travelers Checks

Free notary service

Free Merchant Discount Card

Free basic PrimeTime checks

$10 discount on special checks

No fee for Cashier’s Checks

Free investment portfolio review

Free estate plan review

Planned group travel

Financial & lifestyle seminars

Free PrimeLines Newsletter

Free long term healthcare review

http://www.monroebank.com/primetime.html


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Personal Savings Products

Quick Facts about Regulation D

Savings Product Categories

Savings Accounts

Reg D Applies

Money Market Accounts

1st 10 Debits Free/$2.00 thereafter

Certificate of Deposits

Compliance with Reg D

Monitoring of excessive

transactions

No limit on in person

transactions

6 preauthorized withdrawals

per statement cycle


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Personal Savings Plans Features & Benefits

Whether you are a first-time saver or looking for an account that provides maximum earnings and liquidity, we have a savings account to meet your needs.

Statement Savings Benefit to Customer: Our basic savings account that is a sensible, foundational option for those new to saving! With Statement Savings, there is less stress and worry about potential overdrafts when linked to your checking account as free Overdraft Protection. o $1.00 monthly service charge if balance falls below $300 o Interest paid and compounded quarterly o Easy-to-balance semi-annual statements (unless statement is combined with your

checking account) o Free overdraft protection linked to your checking account o Minimum balance and maintenance fees waived for customers under 18 years of

age o Withdrawals in excess of two per month will be charged $.50 each

Christmas Club Savings Benefit to Customer: A convenient way for customers to plan and save for holiday expenses. A great Christmas gift budgeting tool and reduces financial stress when the time comes to purchase presents! o $5.00 minimum deposit required to open account o No minimum balance requirements o Interest paid and compounded quarterly o Rather than sending a statement, customer can track balances in

personalized deposit-coupon book. o Balance of the account is sent by mail in the form of a check on

the first business day of November o Early withdrawals will be charged $3.00

Young Savers Account Benefit to Customer: For those 18 and younger, an ideal account to begin to teach about saving early in life. With only a $1.00 opening deposit required and no maintenance fees, the Young Savers Account is a great saving teaching tool for parents, children and grandparents alike.

http://www.monroebank.com/persbanking/savings.html




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Personal Savings Plans Features & Benefits

Money Market Savings Benefit to Customer: A NOW account that pays a higher rate of interest and offers limited debit transactions to those that can maintain a balances of $2,500. o $50.00 minimum deposit required to open account o $10 monthly service charge if balance falls below $2,500 o Interest paid and compounded monthly o Limit of 10 debits per month: Any type of debit transaction o Fee: $2.00 per debit over 10 transactions per statement cycle

Pinnacle Green Money Market Account Benefit to Customer: A NOW account with no minimum balance and no service fees, Pinnacle Green is a great option for both small and large savers alike who may need access to the funds for life events---All with no service fees! o No minimum balance! No monthly maintenance fee! o Only $50.00 to open the account o Limit of 10 debits per month: Any type of debit transaction o Fee: $2.00 per debit over 10 transactions per statement cycle o Two Tier Rate System based on Federal Funds Index

1. 0 to 99,999.00: Federal Funds Index minus 1.75% 2. 100,000 or more: Federal Funds Index minus 1.25%

http://www.monroebank.com/persbanking/compare_checking.html

http://www.monroebank.com/persbanking/compare_checking.html


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Certificates of Deposit Benefit to Customer: With so many options, the customer can tailor the term length in many cases to fit specific financial needs or choose from a wide variety special rate and length options. o Terms ranging from 14 days to 10 years o Low minimum deposit of $1,000 o Interest compounded quarterly o Interest Payment Options: Capitalized, Check or Transfer o Available to any individual, association, business or trust account

Example of Certificate of Deposit Rate Sheet

Certificates of Deposit

Minimum

Opening

Interest

Deposit

Rate APY*

14-179 Days $ 1,000.00

1.64% 1.65% 6-11 Month $ 1,000.00

1.89% 1.90%

5 Month Special $ 1,000.00 2.97% 3.00% 12-17 Month $ 1,000.00

2.14% 2.15%

13 Month Special $ 1,000.00 3.21% 3.25% 18 Month No Penalty $ 1,000.00

1.99% 2.00%

18-29 Month $ 1,000.00

2.33% 2.35% 23 Month Special $ 1,000.00 3.70% 3.75% 35 Month Special $ 1,000.00 3.94% 4.00% 30-59 Month $ 1,000.00

2.58% 2.60%

60-83 Month $ 1,000.00

2.73% 2.75% 84-120 Month $ 1,000.00

2.97% 3.00%

Note: Rates Update Weekly

Regulaiton DD, a Federal Law, requires that bank employees quote the Annual Percentage Yield (APY) when giving out rate information

http://www.monroebank.com/persbanking/cds.html


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Élan Consumer Credit Cards

Monroe Bank offers credit cards that are administered through Élan. During the course of a Teller’s career, credit card the products will vary and change. You will learn about Élan updates through team meetings.

http://www.monroebank.com/index.html


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Élan Business Credit Cards

Like consumer credit cards, Monroe Bank offers business credit cards that are administered through Élan. During the course of a Teller’s career, business credit card products will vary and change.


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$1.30 per paper

statement

.20 cents per

e-statement

Additional Banking Services

Free On-Line Banking Monroe Bank has on-line banking complete with free bill payment service. Customers can check all of their account activity, view their statements, transfer funds between accounts and set-up email alerts for bills that are due or for low account balance alerts.

Free e-statements

Tellers will promote and sign up customers for e-statements. e-statements are an exact, electronic version of the customer’s regular paper bank statement. Each month, an e-mail alert is sent to the customer, which contains a secure link to the e-statement login page. The benefits of e-statements are very note worthy, including: o Immediate access, can view away from home or office o Sound security o Environmentally friendly with less paper waste o Can be saved to customer’s computer, less paper to store o Cost effective for Monroe Bank o Easy to sign-up through on-line banking

http://www.monroebank.com/onlineservices/about.html

http://www.monroebank.com/onlineservices/e_statements.html


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24-Hour Telephone Banking

With Monroe Bank, customers have direct access to routine account information whenever they want. By using a touch-tone phone, customers can verify deposits and items paid, make transfers between accounts, or hear current interest rates. Telephone Banking service also provides banking ATM locations, as well as hours of operation.

Safe Deposit Boxes

A safe deposit box offers a place to protect valuables and important documents. Our safe deposit boxes are available in a variety of sizes to fit many needs, ranging from 2”x5”x22” to 10”x10”x22”.

Wealth Management Group

Monroe Bank offers a full line of investment, trust and brokerage services, such as financial planning, retirement planning, estate planning and private banking. For more information, refer the customer to the Wealth Management Group at (812) 331-3425.

Loan Services

A wide range of loan programs are available at Monroe Bank to help our individual and business customers. Competitive interest rates and loans are available for most any purpose: mortgages, home improvement loans, auto loans, business loans, personal loans and our Home Equity Line Plan (H.E.L.P.).

Additional Services: o Bank by Mail o Cashier’s Checks o American Express Traveler’s Cheques o Night Depository Service

o Wire Transfers o Foreign Drafts o Notary Services o Signature Guarantees o U.S. Savings Bonds

Special Note on Foreign Currency: Monroe Bank no longer exchanges foreign currency. The customer must fill out a form (forms provided at banking centers) and send all foreign currency to American Express.

http://www.monroebank.com/persbanking/telephone.html

http://www.monroebank.com/wealth_mgt.html

http://www.monroebank.com/loans_rates.html


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Thank You for Your Participation!

Please Proceed to the Chapter 2 Review

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Chapter 2 Sales Final

Economy & Finance