Date of Review:

Employee Name:
Completed By:
Branch:
Service & Sales Observation Check List
What do you think went well?
Focuses on the Member Comments
Used a pleasant tone & positive body language:
Listens without interrupting:
Explains what they are doing & why:
Keeps small talk to a minimum:
Yes No
Did they paraphrase to demonstrate listening &
assure accuracy?
N/A
Manages expectations clearly - communicating what
to expect & when:
Yes No
No Yes
Verified the member's identity:
Maintain professionalism by not making the member
feel uncomfortable or at fault (helped the member
understand the problem without pointing blame):
Avoid using jargon/unfamiliar terms:
# of Calls/Members:
Acknowledges the member:
(once the phone beeps/member enters lobby)
No Yes
No Yes
No Yes
No Yes
Comments Responding to Member's Request
Comments Maintain & Enhance Self Esteem
No Yes Did they complete transaction accurately & efficiently?
No Yes If necessary, did they offer an empathy statement?
No Yes Did they explain the member's receipt? (In branch)
N/A
No Yes
No Yes Avoid demanding comments (ex. "you must.."):
No Yes
Comments Maintains Personal Responsibility
No Yes
Employee is well informed about FCU policies,
products, & procedures: (Offer ideas, solutions,
alternatives, & constructive ideas when needed)
What would you have done differently next time?
Member Transaction:
(reason for call/visit)
No Yes
No Yes Greeted the member by name:
N/A No Yes
If passing information on to another co-worker or
department for further assistance; did they give all
pertinent information possible about the Member's
needs and best method of contact?
No Yes Used the members name more than once:
Yes No Recognizes signs of resistance:
Comments Handling Resistance & Concerns
No Yes Tests for reacting before attempting to gain commitment:
Responds appropriately: Yes No
No Yes Presses for specifics before addressing:
Recognizes acceptance cues: Yes No
Comments Gains Commitment
Focuses on the most important (2) benefits from the
member's point of view:
Yes No
No Yes Suggests the most appropriate product:
No Yes
Begins with statement of member need:
(learned from member)
Comments Uncovering Needs & Communicating Personal Benefits
Service & Sales Observation Check List
No Yes Asks open/closed questions to uncover needs:
No Yes Tests for reaction before attempting to gain commitment:
No Yes Asks for commitment to the next step in the process:
N/A
Employee Comments:
N/A
N/A
N/A
No Yes
No Yes
N/A No Yes
Was there anything on the MRM that seemed appropriate?
Did we offer any additional services?
Did the member offer any clues? Did they pick up on them?
Comments Sales Cues
Comments Maintains Personal Responsibility (continued)
No Yes
Takes full responsibility & does not place blame on
co-workers or other departments (we are all a team;
help them to find/workout a solution)?
Action Steps:
Employee Signature:

Supervisor Signature: