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About the Case

John Anderson, a long-standing client and software engineer has lost his debit card. He is visiting the bank branch to place a request for a replacement card. As his relationship manager, your role is to help him with the process of applying for a duplicate card.  

You also need to identify his personal financial needs, offer relevant banking solutions, and ensure a positive client experience. 

Learning Objectives:
  • Develop active listening skills to understand clients’ requirements 
  • Enhance ability to assess clients’ banking history and recommend financial solutions 
  • Display product knowledge to recommend services tailored to clients’ needs 
  • Improve client relationship management skills to foster trust and loyalty  
  • Enhance problem-solving skills to address clients’ inquiries
Skills Assessed
  • Effective Communication Skills
  • Needs Assessment 
  • Product Knowledge and Recommendations 
  • Client Relationship Management 
  • Problem-solving Skills

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No technical knowledge required.

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Identifying Existing Client’s Financial Needs

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