1. Tell me about yourself………….. A: I have more than 11 years’ work experience in leading global companies and I’m specialize in new business development, sales and customer service. During the past work, I enjoyed communicating with different people, building trust of my clients and providing the best products and service to my clients, both outside and within the company. I had an MBA degree majoring in Finance, and after I arrived at Canada, I am trying to learn more about the Canadian financial market by completing my IFIC certification and pursuing the CSC. I attended Accesemployment’s financial services connection program, so I have a full picture of Canada’s financial service industry Today, I’m glad to have the chance to talk with you about the FSR position 2. What is your strength and weakness? What is one aspect you can improve? Strength: A:-I have abundant sales experience. Know how to maintain key customers and develop new customers. Skillful in build trust and long-term relationship with clients and partners. -I’m rich in financial knowledge which makes me understanding the products of our bank very well Weakness/Aspect to improve: -As a newcomer here, I need to try my best to familiar with Canada financial market and understand local work culture. On the second week I arrived at Canada, I attended the Accesemployment’s language for workplace connection and financial service connection, improved both my language ability and my knowledge on local financial industry. Volunteer in many activities and utilize every chance to talk with local working people. 3. Why want to work for CIBC? Why did you choose CIBC? Why work for CIBC? Why CIBC? Why do you want to work at CIBC? A:-CIBC is a leading Canadian-based global financial institution. I have conducted some research and found that CIBC provide full range products and services to so many clients in Canada and around the world. I fully agree with the bank’s value-trust, teamwork and accountability. In the financial industry, it is crucial to win customer’s trust and take accountability by working in a team. I was also impressed by the long history of innovation and consistently being first to market, the first telephone banking and online banking, first mobile banking app, first offer of eDeposit, first apple watch app. So impressive. I also had several classmates now working in CIBC, they told me that CIBC had very supportive work environment and very helpful colleagues. They invited to join CIBC. I will be proud to work in CIBC where my background and skills can be utilized and developed. 4. Your understanding of FSR? Why you want to be FSR? A:-FSR is the bridge between clients and the bank. Clients get the first impression and evaluation of the bank through FSR. It is a very important position in the bank and it needs excellent communication skills and knowledge of the financial products. I enjoy talking with people, winning people’s trust and helping them achieve their goals. I think FSR is the perfect position that I can contribute both my communication skills and my in-depth knowledge of financial market and products to help my clients achieve their financial goals. It’s a very good starting point of my career in Canada. 5. Top 3 skills for this position A:-excellent communication and interpersonal skills: building long-term relationship and win trust -in-depth knowledge of the products and service -determination to achieve sales target 6. How would you meet sales goals? How did you set up sales targets, and how did you achieve? How would you achieve your sales target? What were the upselling strategies? A:-When I worked as sales manager at LG Chem, we set up sales targets at the beginning of the year, based on last year’s performance and the market forecast. We called the target as a CbA target, challenge but achievable. -To achieve the sales goals, I broke up the sales plan into different products, different channels and different customers. I followed up the sales performance monthly, even weekly to focus on the achieve ratio. To increase sales and achieve the target, I both maintained good relationship with current key customers and tried every method to develop new customers, such as industry seminar, exhibition, sometime even cold calling. 7. How would you handle a customer objection? A:-accept rejection as an integral part of the sales process, nothing personal. if everyone say yes to a product, there would be no need for the sales function. -see rejection as bringing me closer to the customer who say yes. -always try to leave the potential customer with good feeling, as no sale today can well become a sale next month. 8. What are your short term and long term goals? Where will you like to be in 5years? Where do you see yourself in five years? What are my goals for the next five years? A:-In short term, 1-2 years, I want to be an expert in the FSR position, I will build longterm relationship with many clients, become fully integrated into the work culture of the bank, achieve the sales target and have the best performance at this position. -In long term, 3-5 years, I plan to develop my career in the financial service industry, on one side, I plan to obtain some higher level certification, such as CFP, PFP, on the other side, I hope to move forward to higher level position such as financial advisor or financial planner to help more of my clients and support the growth of CIBC. 9. How much do you know about sales and targets? A:-The sales is a process, the process of building long-term relationship and win trust of the clients. You make this by using your communication skill, the most suitable products and excellent customer service. 10. What could you bring to this role? What can you bring to CIBC? Why should we hire you? What makes you the right candidate for this position? Why do you think you are right for this position (give three reasons)? A:-As I said, I enjoyed talking and communicating with different people. I can easily identify people’s real needs by effective communication and provide the best and most suitable products and service to satisfy their needs base on my in-depth knowledge of financial market and our products. Thus, I can win the trust of the clients and build lasting and enduring relationship with them who are the most valuable assets for the bank. So, I think this job is tailored to my experience, knowledge base and abilities and I believe I can maximize my skills for the benefit of CIBC. 11. What challenges do you think you will face in this position? A:-I had no experience in selling bank products, this may be the challenges I will face at the beginning, but I know that CIBC will provide excellent training on the products and services, combining my common knowledge of financial markets and products, I’m confident in overcoming this difficult in a short time. 12. How do you build trust with your customers? A: - best way to build trust is to know their real needs and satisfy these needs with best products and service. You need to listen to them and ask the right question to in-depth understand the clients and identify their needs and goals. Provide the most suitable products to them, if they satisfy with the products and service, they will come to you again and again and they will trust you. 13. What would you do if you didn't meet the quota for the day? A: -First analyzing the reason of the failure to meet the quota. It’s a special day? I did not work hard enough? Or it was just an occasional phenomenon. You should take action according to different situations. But the most import thing is I should work hard next day to catch up the quota. 14. Do you think this is more a servicing job or a sales job? A: -More servicing job. Selling products is important, and more important thing is that keeping communication with clients, knowing their latest updates and provide more suitable products to new circumstances. 15. What challenges do you think you will face in this interview? -No bank sales experience. 16. Describe a situation where you went above and beyond to help your client? Have you ever gone out of your way to solve a problem, if yes , describe the situation? Give an example of when you were succeeding in sales or customer service experiences. A: -I don’t really think of my work as going ‘above and beyond.’ Sure, there are times that have required more effort, but it’s all a part of making sure the work is quality and the customer is happy. That’s doing my job. One example I can give you is when one of my key customers complained about the quality of our products and required compensation for the loss. I asked for technique support from headquarter and went to the client’s factory immediately. I spent the whole week with the technician in client’s factory. It’s summer and very hot, we made test on our products and analyzed the data, we talked with the purchasing manager and technician of the client. We finally found the problem and worked out a compensation plan with the customers, they were satisfied with our work and we kept good relationship. 17. Tell me a situation where you handled a difficult customer. A: -When I worked in Hunt’s Chalkis as marketing supervisor, part of my job was customer service. Once a time, there is something with the package of our products. We noticed all of our customers about it and replaced the products with good one and made some compensation. But one customer was unsatisfied with the compensation and wanted more, He threatened to notice the public media and government. We visited this customer on site and had a in-depth communication with the customer. We explained that we noticed the customers the first time we found the problem, so no big effect on market. We offered a little more compensation but not this customer required. Finally, the customer accepted the offer and we solve the problem successfully. 18. When was the last time you influenced a coworker/ colleague/ friend? How did you do it? Be specific. A: -Generally, being a good listener, I am able to discern what the other person is thinking. I then bring about agreement by using logic and persuasion and uncovering a win-win solution for everyone. I have found this to be very effective. -During my previous job, I had different opinion with my colleague on how to present an industry research report. We discussed about it a long time, I listened to his thought very carefully and compared it with mine. I found something need to improve in his presentation and pointed out to him in a logical way. I also made some minor changes base on his suggestion. Finally, he accepted most of my suggestion and I presented the report successfully to senior management. 19. Tell me a time you had to deal with an ethical issue & describe a situation when a client did not trust you and what you did to win trust. A: -At LG Chem, in one period, one kind of our products was in very short supply and so many clients want to buy it. One client approached to me privately and wanted to give me unethical offer to get the products. I denied his offer politely and told him that I would sell the products according to market rules. -When I worked for LG Chem., I sometime made cold calling to some dealer in the industry. One time, I contacted with one dealer who had never heard of our products and he didn’t trust me. But I made an appointment with him to visit his office. I took a lot of materials about our company and our products, also some material about my important customers in this industry. I introduced our company and products to him face-to-face in a professional way, and gave him some sample of our products to test. After about one month, he called me and said that the test was very successful and wanted to have deep talk with me. Finally, he became a new customer of me and we kept good relationship for a long time. 20. What is your greatest accomplishment A: In May 2015, my company decided to sell one of our invested projects whose value was about 56 million CAD. We planned to finish the deal before the end of 2015 and we had only five people to work on this project. It was a great challenge for us to complete such a big deal within half a year. On that team, I took charge of coordinating with potential buyers and people from the project to conduct legal and financial due diligence. I had to liaise between all of the involved parties to collect the correct data and information. After we completed the agreement, I was responsible for preparing all the necessary documents to close the deal which required strong organizational skills with ability of logical thinking and attention to detail. After about five months’ hard working, we successfully sold the project in October at the price about 120 million CAD. It means that our investment return was about 100% and it was a great achievement for our company last year. 21. How would you rate your communication skills? A: -I work very hard on my eye contact, facial expressions, and body language. I am aware of the quality of my voice and attempt to sound enthusiastic and energetic. I am also very careful in choosing my words and feel I communicate well. I am a good listener and have excellent public speaking and writing skills. To a large extent, good communication skills have to do with caring about what the other person is saying— good listening skills. Often good listeners are good communicators, and that’s what I strive to be. 22. Do you have any question? -I know the general career path in financial service industry, so I want to know the career path of FSRs in CIBC and how you support the career development of these people? -What do you like working in CIBC and what keeps you work here? -I know that CIBC provides a very supportive 15 week training for the new FSRs, and I’m very interested in some details about the program. -For the branch manager: I know that sales target is very important for a branch and FSR, so how we make the target and what methods we use to motivate the FSRs achieve the goal. 23. Why want to work for CIBC? Why did you choose CIBC? Why work for CIBC? Why CIBC? Why do you want to work at CIBC? A:-CIBC is one of the best bank in Canada. I have conducted some research and found that CIBC provide full range products and services to so many clients in Canada and around the world. I fully agree with the bank’s value-trust, teamwork and accountability. In the financial industry, it is crucial to win customer’s trust and take accountability by working in a team. I was also impressed by the long history of innovation and consistently being first to market, the first telephone banking and online banking, first mobile banking app, first offer of eDeposit, first apple watch app. So impressive. I also had several classmates now working in CIBC, they told me that CIBC had very supportive work environment and very helpful colleagues. They invited to join CIBC. I will be proud to work in CIBC where my background and skills can be utilized and developed.