CASE: TRAINING METHODS FOR BANK TELLERS
MAN 4352
Dr. Palmer
Describe the methods or combination of methods you would recommend to train BB&T’s tellers on
Apple Pay. Justify your choice of methods.
As a wireless consumer who does not own an Apple device, I thought that this would be very
interesting to those that don’t own Apple products and are not familiar with the technology that will be
utilized for this bank. For those tellers that do own an Apple device, they may already be using it’s Apple
Pay feature. It is extremely important that the tellers of BB&T bank to be able to use the service and be
able to assist their customers on how to use it as well. By doing so they will create a great customer
service experience. I feel that this training needs to be extensive to create a strong knowledge of the
technology and for the tellers to convey the benefits of Apple Pay.
There are several training methods that I would use to train the tellers that would be great for
knowledge retention. The first will be to get the tellers to familiarize themselves with the technology via
on-the-job training (OJT). Giving them access to an Apple device and have them get familiar with the
functions hands-on will assist in the tellers retaining knowledge of the product and technology. The
tellers will be able to learn how to install the application, and how to add their banking information to it.
This hand-on training will allow the tellers to be able to walk the customers through this if they need it
and show the customers the ease of use and the benefits of using Apple Pay. As a person that does not
own an Apple device, this could be very beneficial and helpful for the teller to learn a new mobile
processing system and for selling the service to a future Apple and Apple Pay customer.
Another training option would be a simulation. This simulation can be very useful for the tellers as
they will get a replication of the physical equipment and also real-life scenarios that will mirror what will
happen in the real world. Using Apple Pay may not be easy to those customers that are not technically
savvy, a simulation will be a guide to the teller on how to walk a customer through using the service. As