How do you assess a client's needs?
There are three main steps to analyzing the needs of a client. Preparation for this question involves understanding how to apply them within the relationship banking role you're applying for.
Here are the steps:
- Listen to the high-level needs/goals
- Ask questions to refine your client's requirements
- Walk through additional related services and assess if your client is interested
Describe the main steps you would take to assess the needs of a new client to your interviewer. Be sure to walk through them in an order that makes sense. Also, it can be helpful to use a scenario/example when answering this question.
The first thing I do when assessing a client's needs is thank them for being a customer, or for their interest in our bank. It helps to set things off on a positive note. Next, I ask them what they feel they need, listen attentively to their response, and demonstrate my interest by nodding and taking notes. When they finish, I typically ask a series of questions to make sure I have all of the details I need to assist them. For example, if a client walks in and wants to open a new checking account, I ask about how much they would like to deposit, what the general purpose of the account will be, etcetera. I then walk them through their options and answer any questions they have regarding the rules or fee structures involved in any of the services they are interested in. Finally, I ask if they would like to hear about any other related services the bank offers that may also be of service to them.
