274 Unit 4 Bank Management Checkpoint 11.2 1. How does a positive public image help a bank? 2. List four ways that banks engage with the communities they serve. 3. How do banks control word-of-mouth advertising? 4. Why is it important for bank employees to be able to explain the options the bank offers? 5. What are four customer-service offerings that enhance a bank’s image and generate customer loyalty? Build Your Vocabulary As you progress through this course, develop a personal glossary of banking terms and add it to your portfolio. This will help you build your banking vocabulary. Write out a defi nition for each of the following terms, and add it to your personal glossary. public image customer service customer rapport word-of-mouth advertising
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