GE COUNTRY WIDE

Q1 What are the roles & functions of direct sales associates in GE

country wide

Function of sales executive

 Create new customer: with the help of the database the company is approaching the customers through
telemarketing, roadshows, personal visits, stalls at seller premises etc.
 Sell more to present customer. Cross selling is done, as GE countrywide is giving many types of loan ie personal
loan, property loan, consumer durable loan etc .so a customer of one product can be approached for other loans.
 Build long term relation with customer: By customer relationship programme GE is retaining its customer .Present
retaining is around 25%
 Provide service to customer: They help the customer to collect the documents for loan processing .Regular updates
of file of customer.
 Provide solution to customer: They have different product mix in personal loan like education loan, travel loan &
marriage loan with flexible periods so they help the customer to take the suitable loan for suitable need.
Q1 What are the roles & functions of direct sales associates in GE
country wide

 Provide company with market information :

 The sales people in direct contact with the customer during the loan mela, promotional events, Rad shows
etc. can collect the data & generate the lead.
 Those lead can be contacted to find out the prospects.
 Those prospects can be further divided in hot or cold .
 This will help company to form its sales strategy better & effective.
 Q2 see the diagram & explain the Various
stages

 Application stage
 The application are collected from the contacts through toll free no who has either got the company product & details
from loan mela, Events & sponsorship, newspaper or submitted their contacts when the company representative has
came in contact with them directly .It is applicable for both new customer as well as customer leads & queries.
 The application collection is done through direct sales associates, marketing executives & telemarketing executive.
 Document analysis stage: The financial documents like bank details , PAN card , address proof etc. are collected so
that it can be send for verification & further processing.
 Eligibility analysis stage: For old customer from Autoloan, personal loan , houseloan etc is done through data bank &
its earlier payment history . For new customer it is done through external nominated agency or customer service
representative . This sage also help in cross selling as if the customer is existing then its easier to sell ne products
& services.
Q2 see the diagram & explain the Various
stages

 Capacity analysis stage: After eligibility an application is allocated to the relationship manager to check the
capacity of the loan taker to approve the loan amount accordingly.
 Deviation analysis stage : After Capacity analysis if any deviation is observed then the branch manager give
the input to the relationship manager to clarify from the customer for respective deviation so that it can be
processed further.
 Risk Analysis stage: For the existing or new customer if there is still deviation is left then it should be
discussed with branch manager & risk manager . If risk manager & branch manger feels that the loan can be
granted then it should be considered as per the norms.
 Final approval : the final approval should be given by thorough discussion with branch & risk manager. Its
well known that there are quota & deadline but to meet the quota the credit risk should not be
overlooked.
Q3 why should a firm like GE Countrywide maintain a customer
data base? In What way it is helpful to the company?

 Customer relationship management : The basic of any customer relationship management is the Data .
 Ge countrywide is using that data to do below activities :-
 Retaining customer : To retain the customer you need to have data of customers in the form of customer
level satisfaction, personalising his service experience , Grievance records & addresal .It also helps to
address the gap. The data helps to manage the sales force to its optimum level to deliver the best experience
to customer. It also helps in forecasting hence planning its activities well ahead in advance for giving the
best services.
Q3 why should a firm like GE Countrywide maintain a customer
data base? In What way it is helpful to the company?

 Cross selling
As GE Countrywide is in the field of giving loan to the customer .
The transaction cost is minimised to sell the cost to existing customer.
As the company is aware about all existing customer credit ratings & all the relevant document is readily available
to get the earlier loan so selling him the new loan will need few paper work .
His credit score helps the loan approver to clear his file in less time so customer gets the experience of delight.
Its easy to convince new customer in cross selling than to develop a new customer.