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Priyanka Sharma

Hii

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priyankabhewetiya
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29 views32 pages

Priyanka Sharma

Hii

Uploaded by

priyankabhewetiya
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
You are on page 1/ 32

Hi Team !!

I am Popeye the Sales


Executive at SBI Cards & today I will tell
you the Real time Challenges & Solution
of QDE Process & Decline !!!
AGENDA OF THE SESSION

By the end of the session participants would be able to learn


about basics of First Time Right QDE and thus reduce the errors
made by them.

This shall lead to higher accuracy percentage and thus better


numbers on productivity.
First Time Right QDE

Stage-1

Prospecting
Let Me Find an Eligible &
Potential Prospect for
Selling the Credit Card!!!
First Time Right QDE

Stage-2

Approaching
I Already Know the
benefits of SBI Cards,
& I am here to apply, Good Morning Sir,
can you please help? May I help You with
Amazing Discount
Offers through SBI
Card !!!
HeHeHeHe !!

QDE Time…
WOW……
I Know this QDE Will be
Soft Approved
First Time Right QDE

Stage-3

Probing & QDE (Quick Data Entry)


Yup Why Not? Well Yes Sir I am here to
My Name is Johnny help you !! May I
Bravo, D.O.B (15th know Your Full
Jun 2008) & PAN Name, D.O.B, & PAN
No. is BGDGB2431J No.?
!! May I know Your
My Father Name is Father & Mother
Tony Bravo, Mother Name, along with
Name Brownie Bravo complete Current
& Address is J Church Address with Postal
Gate 721009 Code?
I have So Many May I know Your
Mobile Numbers Mobile No., E mail ID
which one you & Occupation Details
would like to go With Your Complete
with?? Designation
Mobile 98****123 & E
mail Id is
Bravo.Yahoo.com, I am Anyone Sir
working as a Manager
at Cartoon Network
Thank You Sir for
Providing me Such
Details !! Give Me
Some Time Let Me
Check Your Approval
!!!!APPLICATION DECLINED!!!!

WHYYYY ???
QUIZ TIME

Let’s Check Your Understanding through a small


QUIZ
First Time Right QDE

PRE ASSESMENT
First Time Right QDE

COACHING & TRAINING


Chacha Ji !! I am Not
In a Good Mood..
because I have done
10 QDE today & all the What Happened
Leads got Declined?? I Popeye? Why Are
Will Leave this Job.. You Feeling Sad??
See Popeye !!
Nobody is Perfect,
You Need to
enhance your Skills
& knowledge, I will
help you in this..
PAN INDIA Zone Wise TOP 5 QDE Instant Decline
Zone
OHHH !! What is this ?? S5 DUXP CB99 RT1 P3 Overall Decline
Such Huge Numbers of West 684262 122698 149031 41581 17338 1014910
Instant QDE Declines, North 498847 102773 71373 27694 9108 709795
Which Could be Prevent at South 329869 57026 54629 18470 6346 466340
our end… East 145353 27303 22677 7518 2564 205415
Grand Total 1658331 309800 297710 95263 35356 2396460
Contribution 69% 13% 12% 4% 1% 100%

Popeye ! Please Have a Look on PAN India Decline


Now Look into the
Errors because of
which the QDE’S got
Declined
THINGS TO DO (FIRST TIME QDE)
 Did you complete PAN Dedupe during First Time QDE?
 Did you check the spelling you’ve entered while
Initiating First Time QDE?
 Did you validate the details related to customer personal
and professional information.
 Did you check Customer’s Age & Profile as per our
policy?
 Did you check if customer holding any other SBI Credit
card?
 Did You Check whether the customer recently applied
for SBI Card or not?
 Did you confirm about customer’s CIBIL Record (if he
had applied for any loan or any other credit card in past
6 months?
 Did you check customers Surrogate Eligibility Criteria?
Manipulation with customers’ Original Detail during QDE Leads to S-5 Decline

S-5

S-5
S-5 Declines-Lets understand in Detail
1.Take Genuine & Accurate Details of the Customer

2.Make Sure QDE Details Should Match with Customer


Bureau Details (Mobile Number, Address etc.)

3. You Should ask Customers proactively if he has any


existing loan/credit card because any default in payments
may lead to S5 Decline

4.Make sure you do not manipulate the customer


information during QDE
Multi Card Sourcing is a Biggest Reason of DUXP Decline

DUXP

DUXP
DUXP Declines-Lets understand in Detail
1. You should not source such applications whose status is
reflecting as WIP-Advisable to check pan dedupe before
doing the QDE.

2. Please wait for a period of 30-45 days if any application


declined during Turn Around Time (TAT)

3. Do not source same card type for existing card user.

4. Always source the application after final decision on previous


application and not before that .
P-3 Decline Prevention
Now Answer My
As Per My Question? What is the
Knowledge 21 is the min age required to
min Age to give Civil give Civil Services
Services Exam….. Exam in India Popeye?

Similarly while sourcing


card to any customer we
must have to confirm their
Age & it should match
with our policy
P3 PREVENTION

For Self Do Not Click on


For Salaried the
Employed the “Age Policy Apply For
AGE Age Should be in
Age Should be in Deviation” SBI Credit
CONFIRMATION between 21 Years
between 25 Years button available Card
To 60 Years
To 65 Years on Powerplay
QDE MISTAKES

Didn’t Capture Skip the Probing


Original & Valid & Eligibility
Details of the Before Applying
Customers Credit Card

Manipulate &
Change the Me & Customer Spelling Errors
Customer QDE Both were in While Capturing
Information for Easy Hurry Mode QDE details
Card processing During Meeting

Didn’t Confirmed
Didn’t Confirm
if customer using
Customer Age as
any SBI Credit
per SBI Card Policy
Card .
Top 5 QDE Decline Summary

Decline Preventable
Why Did it Happen How to Prevent
Name (Yes/No)

• Take Genuine & Valid Details of the Customers

• Make Sure Those QDE Details Should Match with Customer CIBIL Report because Internal Scoring Check
when customer database
is directly linked up with customer CIBIL history
S5 scoring did not match with Yes
our internal database score
• Do Ask from the customer about running loan/existing credit card summary

• Do Not Rush while capturing customers details on QDE & enter correct details

• Do Not Apply the Card of those customers who already applied for SBI Card & the application is under
These Decline are Directly process
Linked Up with Multi
Sourcing, when customer is • Do Not Apply the Card of those customers whom application has been declined within 30-45 Days
DUXP Yes
already a SBI Card Holder &
we offer him another SBI
Card • Also, Do Check whether any Outstanding is pending in Existing Credit Card of the Customers if Yes,
please ask customer to clear that SBI Card Outstanding first before apply
Top 5 QDE Decline Summary

Decline Preventable
Why Did it Happen How to Prevent
Name (Yes/No)

When there is a loan


settlement has been found
CB99 No Suggestion, not To Source Credit Card to those customers who already settled any loan account previously
in SBI Card internal
database

When Customer is an
Existing Credit Card Holder
RT1 & hasn’t Clear the Existing Yes Ask Customer to Pay all the credit card dues pending in SBI Cards & Close the Current Credit Card
Credit Card Outstanding
with us

• Kindly Check Customers Age before QDE through valid KYC doc. if in case salaried, the customer age
When Customers Age does
should be Min 21 & Max 60 wherein in case of self employed it should be Min 25 Years
not match in SBI Card
P3 Yes
internal Data Base as per
• Do Not Click on Age Policy Deviation Radio button available on Powerplay, make sure the QDE system is
policy rule
directly linked up with SBI Card Internal Database
First Time Right QDE

POST ASSESMENT

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