In branch customer sales and marketing

Homework

I've just realised when answering another post that I have never ever been asked by HBOS about renewing insurance, savings accounts or any other product except for upgrading accounts and do I have a mortgage. We have buildings and contents insurance, car insurance, life insurance and are starting to think about a savings account to keep emergency money in.

I wonder why the computer never asks that, strange, even people with basic bank accounts use these products it is odd they don't try and get that business.

Christina1982

Jolly_Roger wrote: »

I recently asked my branch of RBS to stop sending me marketing and sales material by post, which they did; I now get nothing.
However, trying to stop counter staff doing the same is a nightmare. Every time I go into pay in a cheque, they tell me that the System is offering my this, that or the other, as well as suggesting I come in for a customer review -to help me save money (lol). I keep asking them to stop doing this and suggest they enter this request on to their System, but they say they cannot. In the end, I got so fed up that I moved the majority of my money to another bank, which doesn't try to sell me things every time I walk in the door.
Has anybody else had this problem?
Being a regular visitor to the MSE web site, I know quite well what the best products are out there. And if MSE doesn't know then my IFA will!
(Yes, I know RBS is definitely not a best buy, but is convenient, which in the end also helps me indirectly to save money by saving time....)

I used to work for RBS a few years ago, and the when I left I opted out of getting phoned up etc, it still happens when I go into the branches from time to time but when I say I'm ex staff it shuts them up! lol
I don't know if you can still do this or not but when you request to be taken off the list, also ask for a note to be put on your details screen for a do not ask! Worth a try!

taless

It's funny sometimes I seem to know more about the product than the Sales people.

There was once while opening a LTSB Credit Card, the agent offered me the Select account. As he hasn't opened my account yet, I decided to use a soft & polite approach to his sales, letting him explain about the Select account. And he mentioned, "With Select you get Worldwide Travel Insurance, which is good since you've told me you travel every so often."

I immediately asked him, "Ohh, Travel Insurance? Are you sure? I thought that is just for Gold & Platinum". He looked again, and said "ohh yea you are right!" What happened to be his selling point at the first instance becomes invalid! And we went through the credit card application after that.

M_Thomson

Homework wrote: »

We have no ccj but lots of defaults and are paying everything back through Payplan.

You've answered the reason why you cannot upgrade your account. With a current account the bank is lending you a potential of £3000 if you have a cheque guarantee facility and a book of 30 cheques. Also, you can go overdrawn with a full facility account even if you do not have an overdraft.

Homework wrote: »

The original poster has got the bank to stop marketing him at home which I have done too. It's just irritating when they keep asking when they know you don't want it as you have told them that or they have told you that before.

You should also be able to get counter marketing stopped. You should ask the bank to do that.

PBA

M_Thomson wrote: »

You should also be able to get counter marketing stopped. You should ask the bank to do that.

All you have to do is stop coming up to the bank counter and hey presto, no marketing!

Dylanwing

If I go to a Bank cashier, I want them to undertake the required transaction, not try and sell me their products. As many point out, being offered cards/ loans when you know that you will be declined is highly embarrassing. And if it deters people from entering Branches, then surely it is failing badly. IMO, face to face marketing is only effective if it is properly targetted, leave the saturation coverage to impersonal methods like mailshots.

Homework

M_Thomson wrote: »

You've answered the reason why you cannot upgrade your account. With a current account the bank is lending you a potential of £3000 if you have a cheque guarantee facility and a book of 30 cheques. Also, you can go overdrawn with a full facility account even if you do not have an overdraft.




Exactly - you can see straight away why we can't get the account upgraded. So why do they ask us any time we are in? We told them about Payplan at the start and again each time at the counter. I don't want to explain this every time in front of a queue so why not mark the computer to stop asking. Even when we tell them the counter staff say as we are paying it back they say it should not be a problem

I would point out that we do have a cheque book that we do rarely use but no cheque card.

We never asked to upgrade the account in the first place. They kept telling us to try and when we did we got turned down and told that we would never get upgraded. Next time we are in they tell us again to try. Can you see how irritating it is?

As for not going to the counter on the other post????????????? Will I stand at the door and shout to them.

Jolly_Roger

Why I find over the counter marketing particularly irritating is that it destroys any relationship you build up with counter staff. I like several of the RBS people with whom I interact, or rather I used to. Nowadays, whenever I strike up a conversation about the weather etc, it invariably gets twisted with the intent of selling me something. I often ask questions of the staff behind the counters about bank things, but really no longer trust their judgement over anything; for this reason I have shifted most of my money elsewhere. RBS really has shot itself in the foot!
I just wish they would stop inviting me in for an account review. I explained to them that this has always been a waste of time and that I am deliriously happy with the account I have, but the computer still flags me up every time I go into the branch!