Bank staff sales targets: Introduction
All hell broke loose when the CBC’s Go Public exposed a wide-spread banking problem – bank staff sales targets. The report stated that tellers try to meet their bank staff sales goals by signing customers up for products and/or services that they may not need.
Bank staff sales targets: It isn’t just one bank!
Although this article focused on the employees of one Canadian Chartered Bank who initially came forward to Go Public, the problem caused by bank teller sales goals is rampant across the banking industry and has been for some time. And, in fact it’s a badly kept secret that this is a common practice at every bank.
After the story broke, employees from all five of Canada’s big banks came forward to Go Public with stories of how they are required to up sell, trick and even lie to customers to meet unrealistic sales targets and keep their jobs.
Bank staff sales targets: Meet the sales goals or get written up, or worse
This isn’t just hearsay or a smear campaign against the banking industry; documents obtained by Go Public show tellers who fail to reach their sales goals are called “underperformers” and placed on a “Performance Improvement Plan”. This Plan involves daily coaching and monitoring by managers.
If sales performance doesn’t improve, warnings are given to underperforming employees that “employment could be terminated.” Approximately 1,000 emails from RBC, BMO, CIBC, TD and Scotiabank employees described the pressures they were under to meet sales revenue targets while being monitored weekly, daily or hourly. The message was loud and clear – it doesn’t matter how you hit your numbers as long as you do.
Bank staff sales targets: Who is most at risk from these sales tactics?
Unfortunately, as with most financial schemes, the most vulnerable are the ones most at risk from these bank teller sales targets. Seniors and new immigrants are most likely to believe advice from their bank without further analysis. However, in our increasing common sales culture, we’re all at risk. After all, if you can’t trust your own bank to manage your money, who can you trust?
Bank staff sales targets: What should consumers do to protect themselves?
The sad truth is that you can no longer assume that your bank is your trusted financial advisor and has your best interests at heart. Consumers need to be vigilant. If a teller or a financial services advisor recommends a product or service ask questions:
- How much does it cost?
- What are the fees?
- Why do I need it?
- What will the financial benefit be to me?
Bank staff sales targets: Just say no
Very importantly, consumers need to learn how to say no. Don’t be bullied into signing up for products and/or services that you don’t need because of bank staff sales targets. Clearly there needs to be more regulation in the banking industry and hopefully there is an investigation underway.
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