Code of Conduct for Direct Selling Agent

Preamble

Code of Conduct for the Direct Selling Agents (DSAs) is a non-statutory code issued by Indian Banks' Association, a voluntary association of Banks in India for adoption and implementation by DSAs while operating as agents of Banks and Financial Institutions.

Applicability

The Code is and is deemed to be adopted and included in the Agreement between Shivalik Small Finance Bank and the DSA. This code will apply to all persons involved in marketing and distribution of any loan or other financial product of the Shivalik Small Finance Bank. The Direct Selling Agent (DSA)/Direct Selling Team (DST)/agent and its Tele-Marketing Executives (TMEs) & field sales personnel, namely, Business Development Executives (BDEs) must agree to abide by this code prior to undertaking any direct marketing operation on behalf of Shivalik Small Finance Bank. Any TME/BDE found to be violating this code may be blacklisted and such action taken be reported to the bank from time to time by the DSA. Failure to comply with this requirement may result in permanent termination of business of the DSA with Shivalik Small Finance Bank and may even lead to permanent blacklisting by the industry.

Tele-calling a Prospect (a prospective customer)

A prospect is to be contacted for sourcing a bank product or bank related product only under the following circumstances:

When prospect has expressed a desire to acquire a product through the Bank's internet site/call center/Branch or through the Sales officer/Relationship Manager at the bank or has been referred to by another prospect/customer or is an existing customer of the Bank who has given consent for accepting calls on other products of the Bank
When the prospect's name/telephone number/ address is available and has been taken from one of the lists/directories/databases approved by the DSA Manager/Team leader, after taking his/ her consent

The TME should not call a person whose name/number is flagged in any "do not disturb" list made available to him/her.

When you may contact a prospect on telephone

Telephonic contact must normally be limited between 0930 Hrs. and 1900 Hrs. However, it may be ensured that a prospect is contacted only when the call is not expected to inconvenience him/her. Calls earlier or later than the prescribed time period may be placed only under the following conditions:

When the prospect has expressly authorized TME/BDE to do so either in writing or orally

Can the prospect's interest be discussed with anybody else?

DSA should respect a prospect's privacy. The prospect's interest may normally be discussed only with the prospect and any other individual/family member such as prospect's accountant/secretary/spouse, authorized by the prospect.

Leaving messages and contacting persons other than the prospect

Calls must first be placed to the prospect. In the event the prospect is not available, a message may be left for him/her. The aim of the message should be to get the prospect to return the call or to check for a convenient time to call again. Ordinarily, such messages may be restricted to:

Please leave a message that ____________ (Name of officer) representing Shivalik Small Finance Bank called and requested to call back at ____________ (phone number)" As a general rule, the message must indicate:
That the purpose of the call is regarding selling or distributing a bank product of Shivalik Small Finance Bank

No misleading statements/misrepresentations permitted TME/BDE should not:

Mislead the prospect on any service/product offered
Mislead the prospect about their business or organization's name, or falsely represent themselves
Make any false/unauthorized commitment on behalf of Shivalik Small Finance Bank for any facility/service

Telemarketing Etiquette's

Pre-Call

No calls prior to 0930 Hrs. or post 1900 Hrs. unless specifically requested

No serial dialing
No calling on lists unless list is cleared by team leader

During Call

Identify yourself, your company, and your principal
Request permission to proceed
If denied permission, apologize, and politely disconnect
State reason for your call
Always offer to call back on landline if call is made to a cell number
Never interrupt or argue
To the extent possible, talk in the language which is most comfortable to the prospect
Keep the conversation limited to business matters
Check for understanding of “Most Important Terms and Conditions” by the customer if he plans to buy the product
Reconfirm next call or next visit details
Provide your telephone no, your supervisor's name or your bank officer contact details if asked for by the customer
Thank the customer for his time

Post Call

Customers who have expressed their lack of interest for the offering should not be called for the next 3months with the same offer
Provide feedback to the bank on customers who have expressed their desire to be flagged "Do Not Disturb"
Never call or entertain calls from customers regarding products already sold. Advise them to contact the Customer Service Staff of the bank

Gifts or bribes

TME/BDE's must not accept gifts from prospects or bribes of any kind. Any TME/BDE offered a bribe or payment of any kind by a customer must report the offer to his/her management.

Precautions to be taken on visits/contacts

Respect personal space - maintain adequate distance from the prospect

Not enter the prospect's residence/office against his/her wishes
Not visit in large numbers - i.e., not more than one BDE and one supervisor, if required
Respect the prospect's privacy
If the prospect is not present and only family members/office persons are present at the time of the visit, he/she should end the visit with a request for the prospect to call back
Provide his/her telephone number, supervisor's name, or the concerned bank officer's contact details, if asked for by the customer
Limit discussions with the prospect to the business - Maintain a professional distance

Other important aspects - Appearance & Dress Code

BDE's must be appropriately dressed:

For men this means