Know Your Customer, Know Your ProductDay 1 · Session 4 · Retail refresher
05:00
Facilitator view · 95 minutes

Run of show

Every block puts the room to work. Teams of 4–6 sit at tables, score points all session, and the winning table takes the prize at the close. Slides are not used; this screen is the only thing on the projector.

5activities, no lecture longer than 5 minutes
40+BML products and updates covered
8customer quotes to decode
25 / 50 / 25refresh / practice / reflect, as the programme asks
Before the session: print one set of persona cards per table (or let tables use their phones on this page), put a bell or buzzer on each table, and prepare a small prize. Press Session… in the bar to start the session, then Show on screen to put the join QR code on the projector. Each team joins on one phone (up to 6 teams) and answers there; answers are marked automatically. Product facts were taken from bankofmaldives.com.mv on 24 Oct 2026. Rates, limits and fees change, so check each figure against the current Schedule of Charges on the morning of the session.
Activity 1 · 10 min · whole room

True or False?

Read the statement aloud. Everyone stands for True and stays seated for False. Press Start: the statement appears on every team phone. Reveal shows the answer and adds 10 points to every team that called it right. Next sends the next statement to the phones. Ask one person who got it right to explain why.

Activity 2 · 25 min · jigsaw teach-back

Product Passport

Open picking: each team chooses 2 products on its phone from individual products (accounts, cards, financing) and business products (accounts and cards, financing, corporate and trade, payments). A product one team takes is closed to the others. Teams spend 10 minutes on their two cards below, then teach them to the room in 3 minutes: who each product is for, one detail people usually get wrong, and a one-line pitch. While a team presents, every other team scores it on their phones: 1 to 5 stars for a clear explanation, accurate facts and a customer-ready pitch. Close the vote and the presenting team gets 10 points per average star (up to 50).

Activity 3 · 20 min · team quiz

BML Product Challenge

Tables take turns choosing a category and a value. The tile goes to every team phone at once with a countdown (choose 15, 20 or 30 seconds). Answers lock at zero or as soon as every team has answered. Every correct team scores the tile value, and the fastest correct team gets +50, the second fastest +25.

24 questions left
Facilitator tip: after each answer, ask "How would you say that to a customer?" A correct fact is only half the point. The other half is being able to explain it in plain words.
Activity 4 · 15 min · needs discovery

Listen for the Clue

Customers rarely say "I need a product". They mention a life event, how they are paid, something that annoys them, or a goal. Press Start and it runs by itself: each customer's words appear on the screen and the phones, and teams answer three timed questions: the clue, the product to lead with and the best next question. 20 points for each correct answer, +10 for the fastest. Read the quote aloud while teams think.

ASKOpen questions about their life, work and plans, not just the transaction.
LISTENFor four clues: life events, how they are paid, pain points, goals.
LINKConnect the need to a product, feature first and then the benefit to them.
LEADAgree a next step now, for example "Let's start it on your app together."
Activity 5 · 20 min · confidence round

Spin & Explain

Teams take turns. The team presses SPIN on its phone and the wheel picks a product. Press Start pitch timer when the volunteer is ready: 30 seconds using Feature, Advantage and Benefit. Then press Open voting: every other team rates the pitch on its phone, voting closes after 20 seconds, and the team scores 10 points per average star (up to 50).

Reference · individual and business customers

Product Library

Every Bank of Maldives product in one place, for individual and business customers, with who it is for, the key facts and a one-line pitch. Product facts come from bankofmaldives.com.mv; rates, limits and fees change, so check the current Schedule of Charges before quoting a figure to a customer.

Close · 5 min

From knowing to doing

The scoreboard below picks the winner automatically. Announce the winning table. Then ask everyone to write three commitments on a sticky note and post it on the wall on their way out. Collect the notes for the Day 2 sales simulation.

One productI will explain more confidently tomorrow, and the one line I will use.
One questionI will ask every customer this week to uncover a need.
One customerI will move to self-service on the app, with me beside them the first time.
Confidence check and staff feedback

Ask the same question at the start and at the end: "On a scale of 1 to 5, how confident are you explaining BML's financing products to a customer?" At the end, every staff member scans the feedback QR code on their own phone. The form asks the confidence question for before and after the session, so the change in the room is counted for you, along with a rating, the most helpful activity, a commitment and suggestions.

Sources for product facts (checked 24 Oct 2026)