SELLING SKILLS AND RELATIONSHIP

MANAGEMENT – ASSIGNMENT

WORK BOOK-1
SALES APPROACH TECHNIQUES

Submitted To, Submitted By,

Dr. Pankaj Jain Jayashree Mohandass

Prof. of SSRM PGDBRM –Batch–II

NIIT University PD20ERM591

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 Sales Approach Techniques
INTRODUCTION
Scenario-1
Introductory statement -Telephonic call-ETB Customer (Fixing a
Meeting):
RM: Good morning, Sir I am Jayashree Mohandass. Priority Relationship Manager from Axis
bank, Coimbatore branch. Am I speaking with Mr.Raghul.?

Customer: Yes Raghul speaking tell me.

RM: I have been appointed as a one point contact from bank to take care of your all financial
and investment portfolios. I am handling 300+ customer like you and helping them with the
financial solutions. You can save my mobile number for your further queries sir.

Customer: Yes Jayashree, sure.

RM: Ok Sir, are you free today, can I get an appointment, so I will explain the Mutual fund plan
that you have requested and I have a small presentation. So can we meet at tomorrow 5 pm.

Customer: I have another meeting at that time, can we meet after 6pm. Is that ok for you?

RM: Sure sir, Definitely I will catch you at your office at 6pm sharply.

Customer: Thank you so much, Will see you at Evening.

RM: Thank You Sir.

Scenario-2

Introductory statement –Face to Face-NTB Customer: (Introducing

New Product to customer)

RM: Good Morning Sir, I am Jayashree Relationship Manager from Axis bank. Am I speaking
with Mr. Vijay?

Customer: Yes tell me.

RM: Thank you for giving me this opportunity to introduce myself. I am your dedicated
relationship manager, and I will be your one-point contact for all your future financial needs and

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solutions. In my role as a relationship manager, I help many customers to achieve their financial
goals. Is this the right time to talk with you?

Customer: Yes, tell me jayashree.

RM: Thank you Sir, I came here to tell about your Life insurance policy query we have launched
new life insurance endowment policy with Max Life insurance. It is having some extra features.
Can I explain about that product sir?

Customer: Yes proceed Jayashree.

RM: Sir, This plan is Max life monthly income advantage plan with monthly return facility
which is suits for you in your retirement plan sir. In this plan you will be getting 200% return on
lump sum benefit at maturity I have 10 minutes presentation shall I present now sir.

Customer: Ok sure Jayashree.

RM: Are you willing to take this Life insurance plan sir? (After presentation)

Customer: Yes Sure, I will confirm you with in two days.

RM: Welcome Sir, I will send some more details to your mail. Meanwhile if you have any doubt
or you need any clarification please feel free to contact me.

Customer: Okay sure Thank you Jayashree.

RM: Have a nice day sir.

Introduction Statements: ( Small Talk Introduction)

1. Good evening sir, I am jayashree from axis bank your priority relationship manager. I
have been appointed as a one point contact from bank to take care of your all financial
and investment portfolios. I am handling 300+ customers like you and helping them with
the financial solutions. I can be reachable for u at any time to provide you financial
Planning. Please feel free to contact me. Have a good day sir.

2. Good evening, this is Jayashree from axis bank am I talking to Mr. Raghul. I am your
dedicated relationship manager, and I will be your one-point contact for all your future
financial needs and solutions. Is this a good time to talk to you sir. I am really excited to
share with you that we Axis have launched some exiting products only for our Priority
customers like you. Can we have a meeting this week so that I can explain you regarding
our axis bank new launched products.

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COMPLIMENTARY:
Scenario-3
Complimentary –Face to Face-ETB Customer: (Customer Service)
RM: Good Morning Mr.Jay. How are you?

Customer: Yes I am fine How are you Sir?

RM: Fine Sir. Happy to see you here after a long time, Please take your seat Sir.

RM: How may I help you today?

Customer: Yes, Me too. I want to take DD for my son school fees.

RM: Sure Sir, Can I have your cheque, Sir?

Customer: Yes, please take it.

RM: Thank you sir, Give me a second, Sir. You watch looks so good and attractive.

Where did you buy this?

Customer: Yes, it’s Rolex. Thanks for your compliment. I bought this in UK.

RM: Okay Sir. Here is your DD. Is anything I can help you today Sir?

Customer: No, Thank You for your service.

RM: Thank you for visiting our branch. Have a nice day, Sir.

Scenario-4
Complimentary –Telephonic Call-ETB Customer: (Product Intro)

RM: Good Morning Sir, I am Jayashree Relationship Manager from Axis bank May I speak with
Mr. Raghul?

Customer: Yes Tell me.

RM: Sir, Is this right time to talk with you sir?

Customer: Yeah I am free for 10 minutes. What is its regarding?

RM: Sir, I am newly appointed as a Priority Relationship Manager for you. You are our
valuable customer for last 10 years. We are very happy to have a customer like you Sir.

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Customer: Thank you Jayashree.

RM: As complimentary offer Sir Axis bank launched new Credit Card. It is special offer
for only priority customers like you sir. Shall come and meet you tomorrow regarding this
sir.

Customer: Yes, Sure Please come tomorrow

RM: ok sir, tomorrow what time can we meet at which place sir?

Customer: Tomorrow morning at 11am. Please come to my office.

Scenario-5
Complimentary –Face to Face-ETB Customer: (Product Intro)

RM: Good Morning Sir, I am Jayashree Relationship Manager from Axis bank. We have spoken
yesterday for Insurance product.

Customer: Yes, Please come mam.

RM: Thank you Sir, I should say this your house is a very well structured and it is
wonderful organized home in this city .Its looks very nice sir.

Customer: Thank you so much mam its means a lot.

RM: Sure Sir. I started explaining the Insurance product details.

Scenario-6
Referral –Telephonic Call-NTB Customer: (Product Intro)

RM: Good Morning Mam, I am Jayashree Relationship Manager from Axis bank. Am I
speaking with Mrs.Yuvashree?

Customer: Yes, Yuvashree Speaking Tell me.

RM: Thank you Mam, I am Jayashree Relationship Manager from AXIS Bank. I am handling
300+ Priority customers to manage their financial and investment portfolios and helping them to
meet their financial goals. Is this the right time to talk with you, Sir?

Customer: Yes. But how do you get my contact number?

RM: Last week I spoke to one of your friend, Mr. Raj. He is our Priority Customer of
AXIS BANK. He is our customer for last 10 years. He said that you are looking for Mutual
fund investments. Shall we meet in tomorrow for further discussing mam?

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Customer: Yes. Sure.

Scenario-7
Referral –Telephonic Call-NTB Customer: (Product Intro)

RM: Good Morning Sir, I am Jayashree Relationship Manager from Axis bank. Am I Speaking
with Mr. Ajith?

Customer: Yes , I am Ajith speaking.

RM-Is this right time to talk to you Sir?

Customer- Yes, How you got my number?

RM- Sir, I have got number through one of your friend Mr. Bharath who is our existing

customer in axis bank. I came to know from your friend you are looking for a Mutual fund
investment right Sir?

Customer- Yes, I discussed with my friend about this.

RM- Sir, Shall we meet on this Friday to discuss about mutual fund.

Customer- Okay sure.

RM- Thank you for giving this appointment sir. I will see you on Friday at 5 pm. If you have
any doubt or you need any clarification please feel free to contact me. Have a nice day sir.

Scenario-8
Premium –Telephonic Call-ETB Customer:

RM: Good Morning Sir, I am Jayashree Relationship Manager from Axis bank May I speak with
Mr. Vijay?

Customer: Yes Speaking Tell me sir.

RM: Sir, is this right time to talk with you sir?

Customer: Yes, can speak

RM: I am very glad to inform you that we have a special gift for your loyal and valuable
relationship with us during this festive season. You are our valuable priority customer for
past 10 years. Shall I meet you this weekend to delivery your gift Sir.

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Customer: Thank you, yes u can come tomorrow evening 6pm to my home.

RM: Thank you Sir, I will meet you tomorrow. Have a nice day sir.

Scenario-9
Premium –Telephonic Call-ETB Customer: Priority customer:

RM: Good Morning Sir, I am Jayashree Relationship Manager from Axis bank. Am I speaking
with Mr.Raju?

Customer: Yes , I am Raju speaking.

RM:Is this right time to talk to you Sir?

Customer- Yes Mam tell me.

RM: Sir, I have called regarding the special gift for you that was received from the bank
branch on the occasion of Diwali.

Customer- OK, Why is it special for me? Is there any charges applicable for this.

RM: No sir. You are the loyal Priority customer of our bank. So you are the special customer in
our branch. That's why Sir. Shall I send this gift to your address?

Customer- Okay Thank you mam.

RM: Thank you Sir. Have a nice day.

Scenario-10

Customer Benefits- Telephonic call- Fixing an appointment- ETB

Customer.

RM: Hello, Good Morning Mr. Raju .This is Jayashree from Axis Bank your
Relationship Manager.

Customer- yes Tell me mam.

RM-Is this the right Time to talk to you?

Customer- Yes mam.

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RM- I called your regarding, being a loyal and priority customer Axis bank will like to provide
you special benefits on the credit card. You will get 25% cash back and discounts on selected
outlets instead of 10% on shopping and dining with no extra cost to you. If you wish to avail it I
need your acceptance for the same so I can make it activate. Its special offer for your credit card.

Customer- Sounds good.

RM- If you want a detailed explanation I will meet you directly. And will explain on this.

Customer: yes sure tomorrow 5pm we can meet.

RM: Thank you for giving me this appointment sir. I will come you tomorrow evening. Have a
nice day sir.

Scenario-11

Customer Benefits- Telephonic call- Fixing an appointment- ETB

Customer.

RM: Good Morning Sir, I am Jayashree Relationship Manager from Axis bank May I speak with
Mr. Babu?

Customer: Yes tell me sir.

RM: Sir, is this right time to talk with you sir?

Customer: Yes.

RM: I have insurance plan with good benefit plans, based on your Profile I have some Insurance
plan for your benefits. life insurance is a safest saving scheme which do not have much risk
compared to other savings schemes. Sir more than just a life cover life insurance also helps us to
save tax up to 150000Rs. It will great benefit offer for you sir.

Customer: Okay mam Its Sounds good will avail for this.

RM: Thank you Sir, I will meet you tomorrow regarding this.

Customer: yes Sure.

RM: Thank you for given me this appointment sir. I will see you tomorrow evening.Have a nice
day sir.

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Scenario-12

Curiosity- Telephonic call- Fixing an appointment- ETB Customer.

RM: Good Morning Sir, I am Jayashree Relationship Manager from Axis bank. Am I speaking
with Mr. Raju?

Customer: Yes, Tell me.

RM: Sir As I told before I am happy to tell that as you are one of the banks most loyal and long-
standing clients, Axis Bank has decided to upgrade your savings bank account to include a
premium debit card. Also u will get 3 in one axis bank product to avail this product which is
highly recommended for you. Shall I update this for you?

Customer: Oh okay that’s good.

RM: Shall I meet you today evening to discuss about this.

Customer: Yes Sure mam.

Scenario-13

Curiosity- Face to Face- Fixing an appointment- ETB Customer.

RM: Good Morning Sir, I am Jayashree Relationship Manager from Axis bank. Am I speaking
with Mr. Raju?

Customer: Yes, Tell me.

RM: Sir I already spoke with about this how many percent of people know about General
insurance? Changing lifestyles are causing diseases with expensive and prolonged treatments. A
Health insurance plan helps cushion your family finances from unexpected large medical
expenses. Based on current situation if you take health insurance it will cover all your hospital
expenses.

Customer: Oh okay that’s good.

RM: Shall I meet you today evening to discuss about this.

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Customer: Yes Sure mam.

Scenario-14
Curiosity Questions
1. NTB- What is retirement plan in next 10 years for you sir if u want to be a millionaire.

2. Are you checked our new scheme of FD with highly interest rate.

Scenario-15

Opinion- Face to Face- New product- ETB Customer.

RM- Hello Good Morning Sir. Welcome to Axis bank. I am Jayashree Relationship manager
here How may I help you sir? Please have a seat sir.

Customer- Thank You Jayashree

Customer- I came here to take DD.

RM- Ok Sir. Can you please give me the cheque

Customer- Yes, this is my cheque book

RM- sure sir after long time I am seeing you here sir. What is your opinion about helath
insurance product Sir?

Scenario-16
Opinion Questions
1. What is your opinion about Life insurance?

2. What is your opinion on Axis bank mobile app experience?

3. Do you feel our mutual fund is worth for our service?

4. In your opinion merging banks is good for the public to invest in such banks?

Scenario-17

Shock- Telephonic- New product- ETB Customer.

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RM- Good Morning Sir, I am Jayashree Relationship Manager, Can you give your 10 minutes
time to discuss about investment Schemes?

Customer: Yes Sure.

RM- Did u invest in any Mutual fund Scheme?

Customer: Yes,

RM- Mutual funds are not at all risky do you know about this sir? In this pandemic situation lot
of customers invested like 63% of the people do you know about this?

Customer: Oh really.

Scenario-18
Shock Questions:
1. Sir if u thinking a smart investor do u think ur money is increasing in your savings
account?

2. In this pandemic situation do u think u r investing your money correctly?

3. Do you believe you're spending your money wisely in this pandemic situation?

Scenario-19
SPIN
RM- Good Morning Sir, I am Jayashree Relationship Manager from Axis bank. Am I speaking
to Mr. raju.

Customer: Yes, tell me.

RM- Thank you for giving me this opportunity to introduce myself. I am your dedicated
relationship manager, and I will be your one-point contact for all your future financial needs and
solutions. In my role as a relationship manager, I help many customers to achieve their financial
goals. Is this the right time to talk with you?

Customer: Yes tell me.

RM- Shall I ask you some question regarding your profile?

Customer- yes, Ask jayashree

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RM- Can you tell something about your Cloth business? (SITUATION)

RM- What are the challenges you are facing with the current pandemic situation?(PROBLEM)

RM-How are the current situation affecting your business? (IMPLICATION)

RM- How you are required the banking apps and financial products at your user friendly process
for your business? (NEED)

Scenario-20
SPIN Questions

1. What challenges are you facing before buying the financial product?
2. Are you looking for specific investments in Mutual funds?
3. Which type of product do you want?
4. If you don’t mind, may I ask you some questions please?
5. Please tell me something about your business?
6. Can you tell about family details?
7. Are you investing money in any life insurance, mutual funds, stocks ?
8. What are the challenges that you are facing for investing the money?
9. What you expecting from bank as a financial advisors?
10. Are you planning for retirement?

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