Case Study Scenario AlphaBank is a highly successful banking institute New clients are plentiful, and sales are strong and continue to rise. The bank gives much of the credit for its success to its sales force, which has done a great job of attracting new chents and maintaining strong chent relationships Heather Aunaturale was hired as a financial advisor by AlphaBank out of college approximately 10 months ago Since being hired, she has had a good deal of success, landing several new accounts. In fact, if she can land a few more accounts by the rapidly approaching end of the fiscal year, she will exceed her quota and achieve a hefty bonus Heather is counting on this bonus because she has planned a big family trip and does not want to let her family down Lately, Heather has heard various concerns from several of her clients. For instance, the other day she received a voicemail from Rick a recently acquired client, who had deposited money into his chequeing account and wanted it to be allocated to a three-year GIC. In the voicemail, Rick shared that he saw the money was still sitting in his choquing account five days later Heather had thought that Jane, a colleague she had asked to enter the purchase, was going to get it done soon She decided that it was not her fault she had given the instructions to someone else Rick still had his money, the GIC raters hadn't changed and she was too busy to deal with the problem Similarly, she received a text from another client Kim Kim indicated that a withdrawal request she had made from her RRSP had not yet arrived in her chequing account Again, Heather decided she could not do anything about the RRSP processing team She lexted Kim to tell her to contact the Customer Service Team to ask them to follow up on the withdrawal request Heather also received an email, actually the second emai, about this same matter, from Sarah at Cosmetics Unlimited Cosmetics Unlimited was a recent business customer for whom Heather had set up a Group Savings Program for their employees. The email read Dear Heather A few weeks ago you promised you would return to our company to lead an information session for our new employees to help thert understand the value of Dear Heather A few weeks ago you promised you would return to our company to lead an information session for our new employees to help them understand the value of their new Group Savings Program Many of them are very excited to set this up, but they need to fully understand how the program works so that they are best equipped to enroll through our payroll-deduction program As you know, this program was estatuished to help buid greater foyalty in our employee team, this was one of your selling features Although we are excited about the prospect of offering this for our employees, we understand that other banks also offer this and we may have to explore ther programs Sincerely, Sarah Heather recalled telling Sarah that she would conduct an information session for her employees, but she had been so busy working to get new accounts that she put it on the back burner Heather was not sure that she could put Surah of much longer, but felt it would be in her best interest to write her back and stay her for at least a couple more weeks. By then, she thought, she might have exceeded her quota To Heather, these incidents were minor issues, not even problems. In her opinion these were nothing more than needy customers. As far as she was concerned, she was delivering a great product at a great price. Besides, she had more sales to make and nobody was going to help her if she came up short on providing that great family vacation she had promised Assignment Instructions Assignment Instructions 1. Read through the above case study scenario 2 Address each of the following e for each of the concerns expressed by Heather's clients in the case study, provide and explain at least one alternative means for handling the concern Provide a discussion as to why each alternative for handing the concerns would work best based on the individual stations What types of activities can Heather do after acquiring an account to add client value and enhance mutual long term client relationship? In order to reduce the number of client complaints Heather is currently facing what types of follow-up activities can Heather use to build better relationships with her current clients? Case Study Scenario AlphaBank is a highly successful banking institute New clients are plentiful, and sales are strong and continue to rise. The bank gives much of the credit for its success to its sales force, which has done a great job of attracting new chents and maintaining strong chent relationships Heather Aunaturale was hired as a financial advisor by AlphaBank out of college approximately 10 months ago Since being hired, she has had a good deal of success, landing several new accounts. In fact, if she can land a few more accounts by the rapidly approaching end of the fiscal year, she will exceed her quota and achieve a hefty bonus Heather is counting on this bonus because she has planned a big family trip and does not want to let her family down Lately, Heather has heard various concerns from several of her clients. For instance, the other day she received a voicemail from Rick a recently acquired client, who had deposited money into his chequeing account and wanted it to be allocated to a three-year GIC. In the voicemail, Rick shared that he saw the money was still sitting in his choquing account five days later Heather had thought that Jane, a colleague she had asked to enter the purchase, was going to get it done soon She decided that it was not her fault she had given the instructions to someone else Rick still had his money, the GIC raters hadn't changed and she was too busy to deal with the problem Similarly, she received a text from another client Kim Kim indicated that a withdrawal request she had made from her RRSP had not yet arrived in her chequing account Again, Heather decided she could not do anything about the RRSP processing team She lexted Kim to tell her to contact the Customer Service Team to ask them to follow up on the withdrawal request Heather also received an email, actually the second emai, about this same matter, from Sarah at Cosmetics Unlimited Cosmetics Unlimited was a recent business customer for whom Heather had set up a Group Savings Program for their employees. The email read Dear Heather A few weeks ago you promised you would return to our company to lead an information session for our new employees to help thert understand the value of Dear Heather A few weeks ago you promised you would return to our company to lead an information session for our new employees to help them understand the value of their new Group Savings Program Many of them are very excited to set this up, but they need to fully understand how the program works so that they are best equipped to enroll through our payroll-deduction program As you know, this program was estatuished to help buid greater foyalty in our employee team, this was one of your selling features Although we are excited about the prospect of offering this for our employees, we understand that other banks also offer this and we may have to explore ther programs Sincerely, Sarah Heather recalled telling Sarah that she would conduct an information session for her employees, but she had been so busy working to get new accounts that she put it on the back burner Heather was not sure that she could put Surah of much longer, but felt it would be in her best interest to write her back and stay her for at least a couple more weeks. By then, she thought, she might have exceeded her quota To Heather, these incidents were minor issues, not even problems. In her opinion these were nothing more than needy customers. As far as she was concerned, she was delivering a great product at a great price. Besides, she had more sales to make and nobody was going to help her if she came up short on providing that great family vacation she had promised Assignment Instructions Assignment Instructions 1. Read through the above case study scenario 2 Address each of the following e for each of the concerns expressed by Heather's clients in the case study, provide and explain at least one alternative means for handling the concern Provide a discussion as to why each alternative for handing the concerns would work best based on the individual stations What types of activities can Heather do after acquiring an account to add client value and enhance mutual long term client relationship? In order to reduce the number of client complaints Heather is currently facing what types of follow-up activities can Heather use to build better relationships with her current clients