Sales and Relationship Handling in BFSI
Sales and relationship handling tests ethical selling, needs analysis and after-sales relationship management in BFSI. The exam expects product suitability, not pressure tactics.
Core process
- Prospect through referrals, branch leads and compliant outreach.
- Identify needs using income, risk profile, time horizon and liquidity.
- Present features and costs in plain language; disclose commission or conflicts where required.
- Handle objections with facts, not arguments.
- Complete KYC and suitability checks before sale.
- Maintain the relationship through statements, reviews and timely service.
- Cross-selling offers a genuinely relevant product; up-selling offers a higher-value version. Both must be need-based.
Worked example
A 65-year-old retiree has ₹10 lakh and needs safety plus monthly income. Reasoning: an equity fund is unsuitable because of volatility and no regular income. A senior-citizens’ savings scheme or a ladder of fixed deposits may fit, after explaining lock-in, tax and interest-rate risk. The sale should be documented with the customer’s risk profile.
Traps that cost marks
- Pushing a high-commission product regardless of need.
- Promising guaranteed returns on market-linked products.
- Skipping KYC or suitability paperwork to close quickly.
- Treating a one-time sale as the end of the relationship.