Page 109 - engage workbook

14 presenting ideas

Storytelling with N-F-B

Tell stories (share examples) of what you have seen or where you have previously had
experience.

video

Storytelling:
• Proves your capability.
• Is enjoyable to hear.
• Is memorable and becomes a differentiator.

Use the N-F-B construct to keep your storytelling concise and relevant.

Example 1

Without a story: We are one of the largest banks in the world. We care
about our customers.
We have dedicated relationship managers.

We have a dedicated phone number for our premium
customers.

With a story: One of our customers was on holiday with his wife on Need
a remote island in the Philippines and had his personal
possessions stolen. This included his mobile phone, credit
cards and cash.

He called in at the nearest affiliated bank and they called Feature
our direct care line (at no cost) and we authorized them
to advance the customer 500 dollars. We also cancelled
the lost cards and couriered new ones to him. Then we
asked the affiliate bank to contact the local police on his
behalf to report the lost cards and arrange for a local
shop to deliver a replacement phone.

As a result, the inconvenience to our customer was Benefit
minimized, their time was not wasted and they were able
to carry on enjoying their well-earned vacation.

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