CHANNELS OF RBD-
• Tele-selling- Tele selling is basically when the employees profile the customers over the phone and then try to cross sell or up sell their products according to the needs of the customer. Tele selling is of two types
1. Inbound calling
2. Outbound Calling
Outbound calling is basically proactive as the bank takes the initiative and call up customers on their own whereas outbound is when customers call up on their own, customers maybe existing customers, referrals, or new customers. The employees act as a relationship manager for the customers and this is the quickest and the most convenient way to establish contact with customers, immediate response of the customer is taken and is also considered the most efficient way of offering products and services to customers one by one. however many times in practical life people do not show immediate trust with the person over the phone.
• Walk-ins and Foot-falls- This is a very traditional way of selling services and products as the bank has to wait for customers to take the initiative rather than reaching out to them on their own. Many customers walk in with a query and are therefore not interested in listening to various new products that they could be offered however many times walk-ins and footfalls are a good source as customers may come to the branch with a mood to buy a product or service an during this he/she will be in a mood to talk about his/her other needs and listen to what the bank has to offer them.
• Campaigns-Campaigns are one of the best way of attracting the target customers, although campaigns mainly aim at increasing the awareness level of customers regarding the products, services offered and their features they act as major lead generators because people interested in the products/ services are the ones who are generally attracted to such campaigns people at the campaigns can take down contact details of interested customers and the leads can be passed on to the branch.
• Direct Mailers: Direct mailers can be sent out to almost all customers with the features of the product / service that the bank wants to offer them, however the response is not immediate.
The model identifies that the customers needs are of two types-
1. Material: The material needs include required quality, required quantity, reasonable price, quick decision, safety, and performance as per claim.
2. Emotional: The emotional needs require attention, respect, politeness, importance, following up, fairness
It is important for employees to understand these needs of customers
• Tele-selling- Tele selling is basically when the employees profile the customers over the phone and then try to cross sell or up sell their products according to the needs of the customer. Tele selling is of two types
1. Inbound calling
2. Outbound Calling
Outbound calling is basically proactive as the bank takes the initiative and call up customers on their own whereas outbound is when customers call up on their own, customers maybe existing customers, referrals, or new customers. The employees act as a relationship manager for the customers and this is the quickest and the most convenient way to establish contact with customers, immediate response of the customer is taken and is also considered the most efficient way of offering products and services to customers one by one. however many times in practical life people do not show immediate trust with the person over the phone.
• Walk-ins and Foot-falls- This is a very traditional way of selling services and products as the bank has to wait for customers to take the initiative rather than reaching out to them on their own. Many customers walk in with a query and are therefore not interested in listening to various new products that they could be offered however many times walk-ins and footfalls are a good source as customers may come to the branch with a mood to buy a product or service an during this he/she will be in a mood to talk about his/her other needs and listen to what the bank has to offer them.
• Campaigns-Campaigns are one of the best way of attracting the target customers, although campaigns mainly aim at increasing the awareness level of customers regarding the products, services offered and their features they act as major lead generators because people interested in the products/ services are the ones who are generally attracted to such campaigns people at the campaigns can take down contact details of interested customers and the leads can be passed on to the branch.
• Direct Mailers: Direct mailers can be sent out to almost all customers with the features of the product / service that the bank wants to offer them, however the response is not immediate.
The model identifies that the customers needs are of two types-
1. Material: The material needs include required quality, required quantity, reasonable price, quick decision, safety, and performance as per claim.
2. Emotional: The emotional needs require attention, respect, politeness, importance, following up, fairness
It is important for employees to understand these needs of customers