Positive Indicators : Expert: Card/business

• Candidate's response displays a comprehensive knowledge of the card business making reference to
all stakeholders with ease.

• Candidate is able to give a good instance where he played an active role.

• Candidate's response reflects expertise in relating the challenge to other issues

• Candidate’s response displays a comprehensive and entrepreneurial drive in managing and

coaching team in achieving the desired target.
• Candidate is able to manage and leverage on support from internal and external stakeholders.

Negative Indicators

• Candidate's example does not cut across the financial sector including key stakeholders.

• Candidate's recommendation does not adequately address current challenge and choice of
recommendation is not based on fundamentals of the card technology

• Candidate lacks experience in managing internal and external stakeholders in achieving set targets.

• Candidate's example does not provide adequate cover for all stakeholders.

Situation. Task. Action. Result

Advanced:

Draw attention to

Please recall a situation when you had to highlight the uniqueness of your bank’s card while resolving
escalated queries from customers.

What were your direct reports unable to resolve the issue?

What did you do in managing the furious customer during the transaction?

What were the steps you took in addressing the challenge/problem?

What was the reaction of the customer at the end?

Promotes card products by providing card product related information including but not limited to
special card features, hotline services, complaint channels, promotional privileges, reporting procedures
of emergency and other ad-hoc events to customers through direct sales, over counter at branch and/or
phone banking in PBB.

Providing information. Solving complaints. Promoting bank privileges in relation to card products. Using
direct sales. Over counter and other channels of communications.

BASIC Indicator:

• Articulates the key features, benefits and application criteria of the bank's debit and credit cards.

• Identifies basic card type (debit / credit card) to match customer needs.

• Answers simple queries pertaining to cards.

Tell me about a time when you had to provide card product related information to a new customer. What
did the customer ask from you?
What did you tell the client in order to meet their need satisfactorily? How were you able to meet their
query satisfactory?
How did this make you feel?
Is there anything else you could have done differently?

Positive Indicators
• Candidate is able to talk through at a convincing level a basic understanding of the bank’s card product
features.
• Candidate is able to differentiate clearly different types of cards and how they meet the need of each
type of customer.

Negative Indicators
• Candidate cannot identify and differentiate various types of cards used for its different kinds of
customers.

Intermediate:
• Identifies and describes the features and benefits of the complete range of the bank's cards, including
any existing promotion/campaign details.
• Differentiates the bank's cards from competitors’ offerings and highlights SIBTC's unique value
proposition.
• Resolves escalated queries pertaining to cards

Tell me about a time recently when you had to highlight the uniqueness of SIBTC’s bank card from
competitor’s offering while trying to resolve the issues confronting the card of a customer?
Why was this necessary?
How well did you manage to resolve the issue while emphasising the distinctiveness of your bank card?
What sacrifices did you need to make in order to ensure that the issue was resolved?

 Candidate provides necessary information on why SIBTC’s card offering benefits outweighs that
of competitors
 Candidate convinces customers to see things in a different light and adopt new ways of thinking, acting or behaving.

Advanced:

• Liaises with the bank's Card Centre for other credit card issues such as approvals, rejections and further recommendations of
credit card applications. Collaboration and stakeholders focus
• Applies in-depth knowledge & understanding of electronic banking in determining appropriate courses of action to improve and
drive superior business results that are sustainable & measurable.
• Participates in the design of protocols for resolving all queries pertaining to SIBTC's card products.

Please share with us the key issues you face when you liaise with the bank card centre in the bid of managing concerns that arises
from card transactions?
What did you do in other to guarantee that all issues are addressed without compromising on turn-around-time?
What was the eventual outcome?

Positive:
Candidate describes how actions taken helped the team in driving customer satisfaction.
Candidate emphasises that stakeholders management is key in driving business success.

Expert
• Coaches sales people on generic and specific features and applications of SIBTC's different card products for effective
sales.
• Leads corporate-wide initiatives (such as promotions, customer care services, etc.) leveraging on subject matter
expertise/knowledge of electronic banking and business development for SIBTC's card products.
• Facilitates knowledge sharing on best practices in electronic banking with internal and external contacts to achieve sale
targets.

Tell us of a time when you and your team had to leverage on took the lead in developing policies and procedures guiding card
issuance and personalisation in your organisation?

Tell us of a time when you took the lead in facilitating knowledge sharing in electronic banking to achieve sales target?
What factors did you take into account when doing so?
What were the benefits of doing so?
What have you learnt about yourself as a result?

 Candidate relates actions to the overall objective of the organisation.

 Candidate is able to relate a clear plan of action that guided the basis behind the decision.

Knowledge of Cashless Policy:

Describes the various insurance products and services offered by SIBTC including the policies and
processes involved and external factors affecting them.
BASIC:

• Articulates the cover provided by different types of insurance products and services (e.g. liability
insurance, motor and property insurance)
• Discusses common policy terminologies, terms and conditions (such as excesses and exclusions) of
insurance products and services
• Articulates the features that can affect the underwriting and pricing of insurance products
Have you ever had an experience in which you needed to explain a new CBN policy, regulation or guideline to customer as a
justification for modifications in certain aspects of his/her banking transaction. Share a recent situation with us.
ORAL COMMUNICATION:
Adequately conveys thoughts and ideas, exchanging information clearly and concisely using spoken words at a level appropriate for
the target audience
• Presents oneself clearly and articulately when speaking with an individual or before a group
• Takes time to clarify the communication purpose and importance
• Attends to messages from others; correctly interprets messages and responds appropriately.

Could you please give a recent example of when you have needed to explain something difficult to a customer who is not
well read.
 What information did you need to get across?
 What did you consider when constructing your message?
 How effective were your efforts? How did you measure this?
Tell me about a significant piece of presentation you have needed to complete.
 How did you organise the contents of it?
How did you manage to carry the carry the audience along ?
 What are the key differences between writing and making the presentation?
Please describe an instance when your efforts to communicate our ideas have not been fully understood by your
intended audience.
 What was the situation?
 Why did they misinterpret your message?
 What could you have done differently if the situation aroseagain?

Tell me about a situation where you chose to communicate information verbally?

What were the circumstances?

Why did you choose to communicate verbally?
How effective was it as a way of getting the information across to your audience?

2. Tell me about a situation where you were required to modify your verbal communication to
meet the needs of the audience?
What was the communication about?
Why and how did you change it?
Would you do anything differently next time?

3. Describe a situation where it was important for you to actively listen to someone else’s point
of view?
Why was it important to listen to the other point of view?
How did you provide feedback to the other person?
What was the outcome?

4. Describe a situation where you were required to communicate information verbally in a clear
and interesting manner?
Why was it important to be clear and interesting?
What did you do to make the information clear and interesting?
What feedback did you receive from your audience?

5. Describe a situation where you have received constructive feedback when communicating
your point of view?
What was the situation?
How did you feel about and handle this situation?
What was the outcome?

Intermediate:
• Organises and expresses ideas clearly using appropriate channel for the communication setting, as well
as the audience type
• Uses the right oral tone in getting messages across that instigate appropriate actions

Advanced:
• Uses syntax, pace, volume, diction, and mechanics appropriate to the target audience being used.
• Maintains control in conversations by expressing opinions without displaying emotion
• Checks for understanding of the communication by asking open-ended questions that draw out the
listener's understanding

Expert:
• Communicates confidently, displaying competence at both the interpersonal level (informal settings) as
well as formal gatherings
• Creatively identifies and utilizes the best suited communication channels at different times/situations
Please describe a time when you had to use the most appropriate oral communication channel in
managing an impending crisis

Just because sales representatives can write a comprehensive resume doesn’t

mean they can sell. As an employer, it’s your job to determine whether or not
they would be successful in their role as salesperson at your company.

As a recruiter, I have two tips to make sure you hire the absolute best person
for the position. First, during interviews, don’t be overly friendly or overly firm
—two extremes made by many owners who don’t interview often. Strike a
balance between the two, and always remain professional. Second, ask the 50
questions listed below. I know it sounds like a lot, but if you don’t do your due
diligence during the interview. You won’t get the superstar your company
deserves.

1. What motivates you as a sales professional?

2. How would you describe the corporate culture of your past company?

3. What traits do you believe make up the most effective sales representatives?

4. What sales quotas are you accustomed to?

5. How comfortable are you with cold-calling?

6. How long was the average sales cycle at your previous jobs?

7. Who were your most profitable target markets at your previous jobs?

8. How would you describe your sales technique?

9. What are some common hurdles you’re facing right now as a sales
representative in your current position?

10. Can you give me an example of a complex contract negotiation you’ve

completed and how you did it?

11. How did your past organization position itself in the market?

12. How would you describe your ideal sales manager?

13. What are some of the traits you look for in a leader?

14. Give me an example of when you’ve prospected a lead creatively, and what
are the steps you took to do so?

15. Where would you like to see yourself improve in the area of sales?

16. What does the term “consultative selling” mean to you?

17. How much was an average sale at your previous position?

18. Give me an example of how you handled a difficult client in order to get the
sale, and what did you learn from the experience?

19. What was a typical day like at your past position?

20. What was your compensation package at your past position?

21. Can you give me an example pitch of the product or service you were
selling at your previous position?

22. What types of managers do you learn best under?

23. Why are you looking to leave your current position?

24. How do you define success?

25. How would you describe the selling style of your former manager?

26. Where do you see yourself in one, three and five years?

27. How would you describe your ideal sales position?

28. What core values should all great companies possess?

29. How would you describe the people at your past company?

30. What types of customer relationship tracking did you implement at your
past jobs?

31. Can you give me three adjectives that best describe you as an employee?

32. Can you give me three adjectives that best describe you as a person?

33. Can you give me an example of a failure you had at work and what you
learned from it?

34. What interested you about our firm?

35. What type of compensation package are you looking for?

36. How would you describe leadership?

37. How would you describe passion?

38. How would you describe wealth?

39. How do you feel about meeting face to face with clients and giving public
presentations?

40. What skills do you believe make for a great sales representative?

41. Why should we hire you?

42. How would you describe your learning style?

43. Why did you choose sales as a profession?

44. How did your past company obtain its leads?

45. What percentage of leads did you convert into sales at your past job?

46. How would you describe your ideal sales lead?

47. What do you feel is the best way to establish a strong relationship with a
client?

48. When a client’s expectations are too high, how do you handle it?

49. Can you give me an example in which you’ve used your creativity to retain
existing accounts?

50. How would you define the term “salesmanship”?