Great Conversations

#tête-à-tête
 Index

SNO Actionable Page No

1 Objectives & Principles - Customer Calling 3
2 Do’s and Don’ts of Customer Calling 4
3 Pre-call Preparation by PBs 5
4 How to structure calls with customers 6
5 First Call – Introduction Script 7
6 Second Call - Subsequent Customer Call 11
7 Summary 15
8 Annexures 16
I Messages 17
II Services available on iMobile 18
III How to download iMobile? 20
IV Value Added Services – Nomination, E-Mail etc 21
V Service Scripts 23
VI Trigger Scripts 27
VII Product Scripts 30
 Objectives

To build Trust and provide Value-added services to customers

Provide correct and relevant financial solutions

Fulfil all Service and other Banking requirements

Capture 360 Degree Relationship of all customers

Principles of Customer Calling

Unique Calls - Touch base with all Managed customers once every month

Ensure pre-call preparation BEFORE calling the customer

Cloud Telephony - Use Click to Call feature in CRM to call all customers

Talk about Digital Onboarding (Download & services available)

Refer to customer’s Stack profile and provide relevant solutions

Check Triggers and Campaigns to engage with customers

 Do’s and Don’ts of Customer Calling

Do’s

 Be polite and professional

 Check on customer’s convenience to talk at that time
 Speak in language that is mutually comfortable
 Ensure pre-call preparation BEFORE calling the customer
 Focus on Customer, rather than Selling
 Have in-depth knowledge about Products & Services
 Provide Value to Customers – Alliance Offers, Solutions beneficial to customers

Dont’s

 Interrupt the customer

 Give wrong information – take time and get back with relevant solutions

 Keep the customer on hold without asking permission

 Keep the customer’s call on hold for a long time (incase you need to check on
something)
 Pre-call preparation by PBs

1 Check Customer One View in CRM

Go through details of customer’s product holdings with us and off us (with other
Banks / Financial Institutions) in CPMR.

2 Make note of Pre-approved offers

Check if customer has any Pre-approved offers on Assets and Credit Cards.
Path: Account Details> 360 Degree view > Click on 3 dots on Top Right Side > Offers

3 Check Customer Portfolio Management Report (CPMR)

Understand customers' persona (ICICI Stack profile) and 360-degree relationship

through Customer Portfolio Management Report (CPMR).
CPMR Path: CRM Landing page > Accounts Tab > Advance Search > Enter Account No >
Search > 360Degree View > Customer One View > Click to Fetch

4 Identify Digital Activation Status

Identify if customer is active on iMobile, RIB.

 If customer doesn’t have iMobile downloaded, refer Annexure III, Page 17.

 If customer has iMobile downloaded, the conversation should center around

services available on iMobile - Refer Annexure II, Page 16.

5 Check Stack Profile in CPMR and other details in Customer Profiler

 Check Customer’s Stack Profile in CPMR.

 Check additional customer information in Customer Profiler:

Path: Account Details> Click on 3 dots on Top Right Side > Profile > Edit
 How to structure calls with customers?

Introduction with customers

Provide assurance and build trust

Provide value added services

Profile / Probe customers

Further calls basis Campaigns / Triggers

First Call –Start with Introduction Script

Objective – Initiate Customer engagement

How to introduce yourself?

How to provide assurance to the customer that you are calling from ICICI
Bank and it is a genuine call?
Provide Value added services - Updation Status of E-Mail/ PAN / Mobile
No / Nomination
Check on iMobile Download status - Accordingly get iMobile
downloaded or talk about services available
How to profile the customer?
How to end the call?
 First Call with Managed Customer

Introduction: Introduce yourself first with your name, branch etc.

Good morning Sir (Wish as per

time of the day).
I am Arun Khanna <Your
Name>, your Relationship
Manager for your account Yes, please continue
123456****** <Account No>
with ICICI Bank, MG Road
Branch <Branch Name>
branch. May I please take few
moments of your time??

Sir, I had called to introduce myself. I will be your one-

point contact for any help you and your family may
need pertaining to your Bank Account, Loan
requirement, Digital assistance etc.

But how do I know that you are calling from

I will send you my Contact Card, containing my Mobile
ICICI Bank itself? Sorry but there are too
No and E-Mail ID post this call. Request you to please
many frauds these days and one has to be
save my Contact Details for future reference. *
careful.

Provide Assurance & Build Trust; provide details & availability for any financial need

I do understand Sir.

For your comfort, my Employee ID is 123456

<Your Emp ID>. I am at DM-I grade <Your
Grade> and have been with ICICI Bank for 1.5
years <Tenure for which you have been with the
OK that’s reassuring.
Bank>
You can meet our Branch Manager, Mr ABCD
<BM Name>, when you visit the branch.
You may also check my details in your login in
iMobile, ICICI Bank Mobile App, where I will
reflect as your mapped Privilege Banker (Inform *Refer Message 1 in Annexure I –
customer the path where RM Details will reflect – Page 15 for sending Contact Details.
Home screen > Left side Menu >Contact Your
RM)
 Sir, you may contact me
anytime on my Mobile No and Go ahead.
I will get back to you at
earliest.

May I at this time talk to you

about a few things which can
help you make your Banking
transactions smoother.

Provide Value Added Services; i-Mobile, Re-KYC, PAN, E-mail, Mobile no. updation
etc.
Continue with below scenarios as
Scenario 1 – Check Digital Activation Status per time available or continue in the
subsequent call.

I can see that you have iMobile, ICICI Bank’s Mobile app
already downloaded. You can complete most of your
Great while I have explored few services, I
banking requirements on iMobile. May I send you a link
will check how can iMobile help me further.
post this call, where you can look at all the services
available in detail? *

1. *Refer Message 2 in Annexure I – Page 15 for services available on iMobile.

2. Refer to Script 1 in Annexure II – Page 16 on Services available on iMobile in detail.
3. If customer has not downloaded iMobile, refer to Script 2 in Annexure III– Page 17 on how to download
iMobile?

Scenario 2 – Updation of Critical Details

Separately, I also wanted to update you that your

1. Aksai
E-Mail/ PAN / Mobile No / Nomination is not updated.

1. Check from Five Point Agenda / Customer Portfolio Management Report (CPMR) prior to the call.
2. Refer to Script 3 in Annexures – Pg 19 for Value Added Services

Post Introduction, Providing Assurance, & Value Added Services – Probe, Profile & Pitch (if needed)

Aksai
 Scenario 3 – Profile / Probe Customer

Sir, also if you spare some more

time so that I can ask you a few
questions which will help us Go ahead.
understand your specific needs.
Your answers can help us offer you
better solutions.

Additionally, there are various offers

which are announced by ICICI Bank
from time to time and I can keep you
updated on the same.?

Ask questions as per time and the answers to which are not known to you.
May I know where do you work? (If customer is in his own Business)
o Which business are you in?
o How long have you been in the business?
o May I know how do you pay salaries to your employees? (Depending upon the no of employees)
o Sir, may I know your collection pattern - how do you collect your payments (RTGS, NEFT etc)
o How do you make your day to day payments?
o How do you make your GST payments?
May I know where do you stay?
o If I may ask you, if the residence you are currently staying in is rented or owned?
Who all there in your family?
May I know which other Banks do you bank with? (Depending on the customers’ answers, ask below
questions)
o Do you have any loans going on currently?
o May I know from where have you availed these loans?
o What is the rate of interest on which you have availed the loans?
If you are comfortable sharing, may I know your approximate annual income?

You can keep adding more information on subsequent calls and add to the profile.

Additionally, check customer’s Stack profile in

CPMR before calling any customer and provide
relevant solution.

Thank-you for your time Sir. I look forward to more

opportunities to be of service to you. Have a nice My pleasure. I will be in touch with
day and stay safe! you.
Second Call – Post Introduction

Objective – How to further strengthen relationship with

customers?

How to make subsequent calls post introduction?

Build trust & provide value added service in each call
Subsequent call can be made using Trigger, Campaigns etc
Use scripts for Trigger, Service or Probing for Products during each
call
 Second Call – Subsequent Call Post Introduction

Good morning Sir (Wish as per

time of the day).
This is Arun Khanna <Your
Name> here, your Relationship
Manager from ICICI Bank, MG
Road Branch <Branch Name>. I Sure, Go ahead
had called you sometime back
and shared my contact details
with you. Is it a convenient time
to talk to you?

Thank-you Sir. I hope you were able to save my I actually missed saving your details.
Contact Details. I can resend them, if required. Please do resend.

Resend the Contact Details at the end of the call. Refer to Message 1 in Annexures – Pg 15.

Sir, we had discussed in our last call on the services

available on iMobile. I hope you were able to explore Not as of now. But now since I have your
the services on the link I had shared. I wanted to details saved, will surely get in touch with
check if you require any assistance on iMobile. you in case I require any support.

Talk about Digital Onboarding (Both Download and on services available) in every call.

Sir, as your mapped Relationship Manager, it’s my

duty to regularly track your Banking and overall
portfolio.
With respect to recent credit in your account, may I
update you on some investment options, incase
there is no immediate requirement of the fund.
I actually wouldn’t need part of these
funds. Let me know what are the options
available?

Talk about Fixed Deposits, Mutual Funds

etc. Refer to Product one pager for
various products.

Detailed scripts on Top Triggers and Campaigns are available on Pg. 25 - Annexure VI: Use the
opportunities to engage with customers.
 Continue with below scenarios as per
time available or continue in the
subsequent call.

Arun, since you called me, just wanted to

Yes, Ofcourse Sir. You can transfer funds using iMobile. check can I transfer funds using iMobile. I
need to transfer funds regularly to my
parents.

Detailed Services Scripts are available on Page 21 – Annexure V.

Sir, in order to ensure that during these times, you are

adequately covered for any kind of medical Sure, go ahead.
emergency, may I assist you by asking few questions?

may I ask you if your parents are covered for Health?

Detailed Product Scripts are available on Page 28 – Annexure VII: How to ask Probing questions
and explore opportunities in all calls?

Sir, also if you can spare some time, just wanted to

check how are you managing payments to your support I withdraw cash and keep at home.
staff – Maids, Drivers etc?

Sir, as you are already active on iMobile, you don’t

have to step out of your house to withdraw cash.
I was not aware of this. I will surely try it
Just go to ‘’Cardless cash withdrawal’’ under Service out.
section. You can punch in the amount, and generate a
code. You can give the code to your maid/driver and
she/he can withdrawal this from any ICICI ATM.

Refer to customer’s ICICI Stack profile in

CPMR and provide relevant solutions, as
per customer’s convenience.
 Sir, is there any other No that would be all.
requirement I can help you Thank-you.
with?

Thank-you for your time Sir. I look forward to more

opportunities to be of service to you. Have a nice day
and stay safe!
 Summary

 Ensure Pre-Call Preparation BEFORE calling any customer

 Introduction Call – Introduce yourself and provide assurance that you are there to
support at all times

 Provide Value Added Services to customers and Profile / Probe the customer

 Use Customer’s Stack Profile to provide relevant solutions

 Second and Subsequent Calls – Provide reference of earliert call and build on
strengthening relationship

 Provide assurance and Value-added services in all your engagements with

customers

 Refer to Triggers and Campaigns for engagement opportunities

 Service to Sales – Fulfil customers’ Banking Service needs at all times

Annexures
Annexure-I Messages to be sent

Message 1 - To be sent post the Introduction call for Contact Details:

Good Morning Sir, we just spoke. I am <Your Name>, your Relationship Manager for your
account <Account No> with ICICI Bank, <Branch Name> branch. I will be more than happy to
assist in any help related to your banking relationship with ICICI Bank.

Looking forward to more opportunities to be of service to you.

Regards,
<Your Name>,
Privilege Banker
<Your Contact No>
<Your Branch>,
ICICI Bank Ltd

Note: Send Contact Card as per Communication Guide.

Message 2 -To be sent post the call for Services available on iMobile:

Good morning Sir, we just spoke. As discussed, there are approximately 250+ services available
on iMobile, ICICI Bank’s Mobile app.

You may click on the below link to know more about these services available.

https://www.icicibank.com/mobile-banking/imobile/services-offered-by-imobile.page?#toptitle

Please feel free to reach out to me incase you require any further information.

Looking forward to more opportunities to be of service to you.

Regards,
<Your Name>,
Privilege Banker
<Your Contact No>
<Your Branch>,
ICICI Bank Ltd
 Script 1: Services available on iMobile
Annexure-II (Continuation to the Introduction Call)

May I let you know about services

available on iMobile? Sure

iMobile, ICICI Bank’s Mobile App, has approximately

250+ Banking services available. You will be able to What all are services available?
complete most of your Banking requirements on
iMobile. I will also send you a link post this call and
you may look at them in detail.*

You can:

Check your Balance, last 10 transactions, track your

Deliverables, add Payee, add Biller
You can invest in FD, RD, Mutual Funds, apply for PPF
etc. Are there additional services available as
well?
Transfer Funds
Recharge Mobile, Data Card, DTH
Check all offers available

*Refer Message 2 on page above for services available on

iMobile.

Yes Sir, The link contains details of all services available.

You can also call me anytime and I will guide you step by Sounds good.
step.
Aksai

Thank you for your time Sir. Have a nice day and Stay Safe.
Annexure-III Script 2: iMobile not downloaded

There are approximately 250+

services available on iMobile, ICICI
Bank’s mobile app. This will
ensure that you are able to fulfil all
your banking needs from home.

Sir, if you use apps like WhatsApp or Facebook, using

I am not comfortable using
iMobile is really as simple. iMobile has three factor
apps.
security and as easy as other apps.

I can assist you in this call to download iMobile

application and give you a brief demo. I have also sent a OK, can you guide me on
message* with a link on your registered mobile to how do you download
download iMobile App. I will stay with you on the call to iMobile?
assist while you download the App.

*Refer Message 3 on next page.

Please type “iMobile” on Google Play store/ App store and

install it or else click on the iMobile link, which I have Okay, let me do it. It’s done
messaged you. The link will directly take you to the landing download iMobile?
page.

Please open the app and click on “activate now” as it will

verify your registered mobile number. Select the sim with
your mobile number registered with the Bank. Let me know
when you have verified the number.

The app is now activated. Please let me know if you need to

know about features and services available? I will also
Thanks.
message you the link and demo videos, which will help you
with your day to day banking needs.

Thank you for your time Sir. Have a nice day and Stay Safe.
Message 3 - To be sent for iMobile link (at the time of the call):

Good morning Sir, please find below the link to download iMobile.

Android and iOS: bit.ly/2QaOdP0

Please feel free to reach out to me incase you require any further information.

Looking forward to more opportunities to be of service to you.

Regards,
<Your Name>,
Privilege Banker
<Your Contact No>
<Your Branch>,
ICICI Bank Ltd
 Script 3: Value Added Services
Annexure-IV

Scenario 1 - E-Mail ID Updation

Sir, I wanted to update you that there is a risk in the way you are banking, since your account doesn’t
have your E-Mail ID registered.

I can assist you to update the same through iMobile, ICICI Bank’s Mobile app. This will enhance safety
of all transactions, statements requests & transaction alerts through OTP.

On iMobile, ICICI Bank’s Mobile app, if you go to Services > InstaBanking Services > Update Email
ID/Email Statement Registration, you can update your ‘’E-Mail ID’’

Scenario 2: PAN Updation

Sir, I wanted to update you that you don’t have PAN updated in your Account and PAN updation is a
regulatory requirement.

Non –updation of PAN in account will restrict your transaction limits.

Sir, you can update the same through iMobile, ICICI Bank’s Mobile app.

On iMobile, ICICI Bank’s Mobile app, if you go to Services > InstaBanking Services> Update PAN, you
can update your PAN Details.
 Scenario 3: Nomination
Updation
Sir, I wanted to update you that you don’t have nominee registered for your account.

Nomination allows family members to access money in your a/c without any legal procedures in case of
any eventuality.

You can update/modify/delete nominee through internet banking (RIB platform).

Once you login, please go to Personal Details > Nominee Updated > Click on “Update” OR Service
Request > “View/Update Nominee”

Scenario 4: Mobile No. Updation

Updation

Sir, I wanted to update you that there is a risk in the way you are banking, since your account
<Account No> doesn’t have your Mobile No. registered.

If you have your Mobile No registered, it will enhance safety of all transactions, statements requests &
transaction alerts through OTP.

You can update your Mobile No by visiting any of the ICICI Bank ATMs.

Once there, select ‘More Options’ > Register your Mobile > Enter the Mobile No. Your Mobile No. will
be updated in 1 working day.

Alternatively, if convenient, you may visit any of our branches along with your original Photo ID proof.

Once the request is placed, your Mobile No. will be updated in 2 working days.
.
Annexure-V

Service Scripts

NEFT/ RTGS / Fund Transfer through iMobile

Promoting UPI/Bill Payments
WhatsApp Banking
 Script 1: NEFT/ RTGS / Fund Transfer through iMobile

Good morning Sir (Wish as per

time of the day).
I am <>, your Relationship
Manager for your account
<Account No> with ICICI Bank,
<Branch Name> branch. Is it a
convenient time to talk to you?

Sir, looking at the COVID-19 scenario and your safety,

we wanted to inform you that you can transfer funds
Can you tell me more about this?
anytime you wish from the comfort of your home
using our mobile banking app, iMobile.

Sure Sir, moreover you can manage your payees to

whom you need to transfer funds and add new ones I am interested, can you show me how to
with just a click. You thus avoid the hassle of filling do that?
up forms and visiting branch too.

Request if you can open the app and I will guide you. Okay, I have opened the app.

Upon logging in, you will see a dedicated space for

Okay, it is prompting me to put the Payee
transferring money under the tab named “Fund Name or Mobile Number.
Transfer” on the home page, please tap on that.

If you use net banking or have registered payees, you

can select them from the dropdown or else add a new Okay, that was helpful. What if payee is
one. The name of the new payee will reflect after 30 already registered?
mins as a security measure.

Please select the payee and the account from which

you wish to transfer.
You can also give a remark to keep track of your Sure, I will try and explore the app later.
expenses. In the right bottom corner, you may click Thanks.
on the “Discover” tab to see your spending
overview as well.

Thank you for your time Sir. Have a nice day and Stay
Safe.
 Script 2: Promoting UPI/Bill Payments

Good morning Sir (Wish as per

time of the day). Yes, Go ahead
I am <>, your Relationship
Manager for your account
<Account No> with ICICI Bank,
<Branch Name> branch. Is it a
convenient time to talk to you?

Sir, looking at the COVID-19 scenario, we wanted to

inform you that through our iMobile app, you can pay
all your bills by using our secured UPI functionality.
Can you tell me more about this?
You can pay all your grocery bills, monthly payment
to maids, mobile recharge and various other
payments incurred in our day to day life.

Request if you can open the app and I will guide you. Okay, I have opened the app.

Sir, as you can see the UPI option is available on the

home screen from where you can send/ receive
money instantly.

Upon logging in, you will see a dedicated space for

bill payments under the tab “Bill Pay”, iMobile has
This is nice.
curated all your bill payments in a single screen to
make your experience hassle free.

Additionally, you can also set reminders and add

billers for your monthly payments so that you never That will be helpful as I sometimes miss the
miss your payments. due date.

I suggest that you explore the app as you can do most

of your banking from the comfort of your home. Right Sure, I will try and explore the app later
from checking your account balance to making an FD,
everything can be done within minutes. .

Thank you for your time Sir. Have a nice day and Stay
Safe.
 Script 3: WhatsApp Banking

Good morning Sir (Wish as per

time of the day).
This is <Your Name> here, your
Relationship Manager. Yes, Go ahead
May I please speak with you at
this moment?

In light of COVID-19 and your safety, wanted to

inform you that ICICI Bank has launched banking
services on WhatsApp. You can execute a host of
banking requirements without stepping out and
risking yourself.

Sure sir, to use WhatsApp Banking services, you just

Yes, let me send the message and you
need to send “HI” to 8640086400 from your WhatsApp
can tell me more about this?
account. If you wish, we can try it now.

As you can see on the screen, you can check your

balance, last 3 transactions, block/unblock your card
instantly, check offers around you, etc.

number.

You may type highlighted keyword or the option
number for the service you would like to avail and our
intelligent chat bot will guide you accordingly.
number.
This is nice. I would like to check my
account balance. I am sending the
keyword.
Okay, now it’s giving me three options,
shall I send the keyword again?

Yes, upon sending the keyword it will ask you for the It’s indeed easy and quick. I will use it
account for which you need to check the balance. regularly.
.

number.
Thank - you Sir. Please let me know if you need any
further assistance regarding your banking needs. I will
be happy to help.

Thank you for your time Sir. Have a nice day and
Stay Safe.
Annexure-VI

Triggers Scripts

Pitches for Top Triggers containing only Salient Points

 Trigger Introduction message

Good morning Sir, this is <>, your Relationship Manager from <> branch. We at ICICI bank hope that you
and your family are doing well are and taking adequate precautions.

This was a service call to ensure that you are able to fulfil all your banking needs from home.

Customer Birthday Google Leads

On behalf of ICICI Bank, we wish you a very

Happy Birthday and all the very best for your
future. Your relationship is very important to us.
Thank you for banking with ICICI Bank.
Have a nice day and Stay Safe.
Sir, I understand you visited our bank's website.
May I assist you with further information or
resolve any queries that you may have on our
products / services.

(Send Birthday Greeting Video)

No Credit transactions since last 45

Big SA / CA Inflows
days

There are approx. 200 Banking services available

on iMobile, ICICI Bank’s Mobile App, which will
ensure uninterrupted banking services for you in
these times. Sir, with regards to recent credit in your
account, may I update you on some
In case of any banking requirements, please feel short/medium term investment options, incase
free to call me. there is no immediate requirement of the fund.
Have a nice day and Stay Safe.
1000 Persona Propensity to take – FD
I had called to update you that ICICI Bank Fixed
Deposits offer safety and instant liquidity. Once
you open the deposit, your returns are assured
and do not depend on any external factors.
Moreover, FDs are your go-to investments
during any emergency.
May I guide you to raise request through our
digital platform, iMobile /RIB to open a Fixed
Deposit online.
1000 Persona Propensity to take – CC
I had called to update you that we at ICICI Bank
have a wide range of credit cards, which will
cater to your lifestyle & financial needs.
May I update you on benefits and offers
associated with the card pre-approved for you.
You can get the card through our iMobile app,
without visiting any bank branch.
FD/ RD maturing in next 2 days
1000 Persona Propensity to take – PL
I wanted to update you that if you have any fund
requirement at this time, ICICI bank offers
Personal Loan up to 20 Lakhs for your various
requirements.
You can avail instant Personal Loan from your
iMobile in less than 3 seconds through our digital
platforms, iMobile / RIB sitting at your home
without visiting any bank branch.
1000 Persona Propensity to take – MF
I had called to update you on Mutual Funds, a
key investment avenue to create wealth and fulfil
various goals.
We at ICICI bank can assist you with a bouquet
of funds which are well managed and can help
ensure steady returns over long-term horizon.
You can execute the transaction through our
digital platform (MF connect/Money coach/
Insta) end to end without even coming to
branch. May I assist you on the same?
Annexure-VII

Products Scripts

Opening Points / Probing questions to create customer interest

For details, refer to Product Features
 Fixed Deposits Health Insurance

1. As you are aware that Fixed Deposits (FDs) are your go-
to investments during any emergency, may I take few
moments of your time to let you know of current
Interest Rates of ICICI Bank FDs?
2. May I know if you have any ongoing Fixed Deposits with
other Banks and what is the Rate of Interest being
offered?
3. When are your existing FDs getting matured?
4. Have you completed your investments to avail benefits
under Section 80C this year?
1. In order to ensure that you are adequately
covered for any kind of medical emergency,
may I assist you by asking few questions?
2. What is your current Health cover or amount
for which you are insured?
3. Is this a floater policy, ie are all your family
members covered?
4. What are the specific exclusions in your
existing Health Insurance policy?

If No,
5. Are you aware that you can get dual benefits with ICICI
Bank Tax Saver Fixed Deposit? You can save tax and
grow your investment at an attractive interest rate.

M52 Credit Cards

1. As you are aware that there has been a correction in 1. Since Online payment is the safest and most
equity market and there is a surge in investments by secure mode of payment these days, may I
retail investors, may I take few moments of your time know which Credit Card(s) do you hold?
to update you of ICICI Direct Demat account?

2. Do you have any trading account with any brokerage Incase of Existing Credit Cards
firm / Bank?
2. What is the Credit Limit on your existing
Credit Card(s)?
3. What are the top offers available on your
3. As I can see you are trading in equities through some current Credit Card(s)?
other platform, may I take few moments to explain you 4. Is there any Annual Fee payable on your
about ICICI Direct platform, which is one of the best in existing Credit Card(s)?
India. 5. May I know if all your family members hold a
Credit Card?
4. Are you aware that with ICICI Direct Demat Account, Or
you do not have to wait for 2 days to get your money
when you sell. Money, upto Rs 1 Cr is credited to your 6. Is there any requirement of an add-on card for
account within 15 minutes of selling. any of your family members?

Personal Loan

1. ICICI Bank offers various kinds of loans for all funding requirements of our customers. May I
assist you with any short, long-term funding requirement that you may have?

2. If you have any funding requirement for personal use, ICICI Bank offers you unsecured loan
upto Rs 20 Lacs, may I let you know of further details?
 Term Insurance

1. In order to ensure financial protection for your family in case of any eventuality, may I assist you by asking
few questions, which will help you understand if you are adequately insured. This is to ensure that your
family can maintain the same standard of living and fulfil their short-term and long-term goals.

2. May I know if you have an existing Life Insurance Policy and from which Insurer?

3. What is your current Life cover or amount for which you are insured?

4. May I know your current annual salary that will help me give you an approximate ideal life cover?

5. Do you have any existing Liabilities, e.g Home Loan / Personal Loan etc.
If Yes,
Is your existing Loan covered?

If No,
Add the amount of Loan to approximation on ideal life cover.

6. Would you know the claim settlement ratio of your current insurer?

Jewel Loan Home Loan

1. ICICI Bank offers various kinds of loans for all
funding requirements of our customers. May I
assist you with any short, long-term funding
requirement that you may have?
If Yes,
2. You can pledge your gold jewelry and avail Jewel
Loan from ICICI Bank. As there has been a surge
in Gold prices, you will be benefitted
3. For meeting business requirements, ICICI Bank
offers two kinds of working capital loans. One is
given on the basis of your financial documents
and the other is given on your Gold jewelry. May
I assist you with any funding requirement that
you may have?
1. May I know if you are staying in your own house?
Scenario 1 – Yes
2. Have you availed any home loan while buying
this property – Yes
a. May I know the Bank and rate of
interest as we offer one of the lowest
rates in industry?
3. There is no loan against the property – Customer
is Self-Employed
a. May I know if you have any funding
requirements? You can avail the same
by mortgaging your loan free
property (Loan against Property

Scenario 2 - No
4. If you have any plans to invest in a property in
future, not only can we assist you with Home
Loan but also help look for a property in all major
cities through our Property Search Group.