1. Update Products and/or Introduction to Effective oral knowledge of services to be Microfinance communication skills products and marketed are Terms and Listening skills services identified, familiarized definitions Motivational skills with and fully Organization profile Interpersonal skills understood MFIs products and Presentation skills Information on services (financial Demonstrating programs is and non-financial): cost/benefits/ to accessed Loans clients based on Knowledge on Savings client’s expectations products, services Insurance and needs and programs are Trainings Generating several updated Marketing alternative solutions Additional information Assistance that will meet on products, services MFIs programs customer’s and programs are Organization Data gathering skills prepared procedures and Computer literacy processes in providing quality customer service Work values and ethics: Quality consciousness Proactive Patience Information awareness 2. Assess Active listening is and definitions needs of new used to gather Methods of and existing information from assessing of clients clients new and existing Orientation on client’s: products/services, Interviewing program and policies Observation are conducted Focus Group Identified related or Discussion applicable needs of Needs Survey clients based on the Procedures in products/services conducting product and program being and service offered orientation of Provided clients with clients courteous and Procedures in professional assessing needs of treatment throughout new and existing the interaction using client’s
1. Update knowledge of products and services Products and/or services to be marketed are identified, familiarized with and fully understood Information on programs is accessed Knowledge on products, services and programs are updated Additional information on products, services and programs are prepared Introduction to Microfinance Terms and definitions Organization profile MFIs products and services (financial and non-financial): Loans Savings Insurance Trainings Marketing Assistance MFIs programs Organization procedures and processes in providing quality customer service Work values and ethics: Quality consciousness Proactive Patience Information awareness Effective oral communication skills Listening skills Motivational skills Interpersonal skills Presentation skills Demonstrating cost/benefits/ to clients based on client’s expectations and needs Generating several alternative solutions that will meet customer’s Data gathering skills Computer literacy 2. Assess needs of new and existing clients Active listening is used to gather information from clients Orientation on products/services, program and policies are conducted Identified related or applicable needs of clients based on the products/services and program being offered Provided clients with courteous and professional treatment throughout the interaction using and definitions Methods of assessing of new and existing client’s: Interviewing Observation Focus Group Discussion Needs Survey Procedures in conducting product and service orientation of clients Procedures in assessing needs of new and existing client’s
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