Customer Personas

• Decisive – quick decision maker. They have already make up their mind so
much convincing is not required.

• Collaborative – comes with family. It takes time to persuade all family

members according to their needs and thinking.

• Relationship – gives references of friends working in bank.

• Skeptical – wastes a lot of time and energy as sometimes they end up not
buying the product at all.

• Analytical – want complete information about how buying credit card could
save in future.

• Innovator – want to try out new things so they buy the credit card without
much technical questions only because they feel they must have it.
 Communication
Internal:
• Your employees must be aware of your product.

• Silk Bank employees know about the benefits of having a credit card even
those employees who are not appointed to sell these.

• It is important because they might bring in leads from there warm contacts
who want to buy it and forward it to the relevant department.

• Though Silk Bank employees themselves need to meet certain criteria to be

able to get credit card which include their designation power, education,
salary etc.
External:

• External communication is done through cold calls and warm

contacts.

• Pitch the product.

• Get name and contact of interested customers.

• Call them again next day for follow up.

• Communication benefits of getting a credit card which include

discounts and easy payments through any bank account.
Sales in tough times

• Did not lose by motivation as upper management constantly kept sales

team motivated and pumped it.

• Got back to work on 29th May and in 2 months were able to sell 1300
cards.

• Sales was low and times were challenging but they were still able to
recover the loss.

• Constantly measured the sales targets.

• Stayed empathetic towards people.

• Follow ups were very essential during covid19.