Moments Matter

1. Problems are matters within our control, whereas ________ are out of our control
4. When handling a problem, avoid using technical or credit union-specific _______
8. _________ questions get at the details you need to make sure you meet the Owner's needs
10. "It's frustrating when" is an example of?
11. After asking questions, ________ the needs you’ve uncovered before moving ahead to introduce a product or service
13. The I in SMILE is for _________
14. A need is a problem, challenge or _______
15. Communicating ___________ will help to gain Owner commitment
16. A common benefit is "saves ____"

2. When you identify a potential Owner need, log it in CRM as a(n) __________
3. We can anticipate Owner needs by ___________ reaching out
5. __________ questions can be answered with a "yes" or "no" answer
6. _________ questions help determine needs or concerns that the Owner is not expressing
7. Dissatisfied, Satisfied and ______
9. Asking ______ _______ questions is crucial to successful selling and relationship development
11. These are the standards we use in our day-to-day activities
12. Using Moments Matter Skills will help to increase Owner ________