- c im khch hng: 1. Khch hng am hiu nhiu v sn phm v kh tnh v gi, li sut, ph dch v 2. Khch hng c tnh cch thng hay a nghi. - Cch thc tip cn: 1. T t m phn vi khch hng theo gi c, li sut, ph dch v gim dn cho n lc khch hng hi lng. 2. Theo ui chm sc khch hng hng n cng cho ti lc khch hng ng lm vic vi ngn hng. 3. To bu khng kh thin cm tng nim tin ca khch hng vi ngn hng. Mc ri ro thp b t chi sn phm dch v: - c im khch hng: 1. Khch hng ch quan tm n mt vi yu t: a im thun tin hoc ch cn tm c mt ngn hng phc v cho mnh. 2. Khch hng khng quan tm nhiu n gi c (li sut, ph dch v). 3. Khch hng l ngi d tnh, d chp nhn. - Cch thc tip cn: 1. Ch cn c mt cht k nng giao tip v nm chc nghip v l c th d dng chinh phc c loi khch hng ny. 2. Cn thng xuyn chm sc c th duy tr mi quan h lu di gia khch hng v ngn hng. Kt lun: Khi khch hng t tm n ngn hng th c hi bn c sn phm chim n 70% v 30% cn li l cch thc bn hng ca chuyn vin QHKH. Chuyn vin QHKH cn tm hiu y nhu cu ca khch hng v t vn mt cch nhit tnh, y v hiu qu th vic bn hng hu nh s thnh cng.