Self-Checkout at Banks: So Why Salesperson-A Case of Sri Lankan Banking Sector

Abstract

Effective selling is one of the most critical elements in the process of marketing. It is the life-blood of an organization that gets in critical revenue. Hence, the role of a salesperson is paramount important. Hence, this study tries to address: Do salespersons in Sri Lankan banking sector customer oriented if so, do they delight or amaze customers? Two state banks and two private banks have been selected as a sample and thirty customers representing both banks are interviewed. It has found that even though banks are relying on computer automated service some customers prefer human touch for better relationship. Furthermore, the customer orientation of salesperson is greater in private banks than in state banks.