Citibank sales agents at Shell Gas Station

Things that must know:

• Wear proper uniform & identification tag all the time.
• Let forecourt crew finish their service steps first (direct traffic, greeting, payment method, up selling, windscreen wipe/oil check, thank you) with customer first
• Approach only when forecourt crew has finished servicing customers (move out from filling bay)
• Ensure does not cause congestion at forecourt i.e. customer left car at pump while filling up form
• Ensure personal items (water bottles, handbags etc) are stored properly
• Ensure sign up booth area are kept neat & tidy
• Report with station manager every morning before starting recruitment
• Sales agents role is to get customer to apply for the credit card
• Allow 2-3 Citibank sales agents at selected sites
• Set up application stand at shop apron – 1 designated parking space for customer to park during sign up

Uniform:

• Safety vest with Shell Citibank t-shirt, Citibank t-shirt or Wear plain coloured t-shirt (No other co-brand card t-shirt)
• Black pants or shirts (no jeans, no shorts)
• Black shoes (No sandals, slippers etc)

Safety First:

• No smoking at site
• Engine off while refueling
• No mobile phone at forecourt
• Do not fill fuels into unapproved container
• Do not straddle the motorbike while refueling
• Safety vest at all times
• Be aware of traffic
• No open toe shoes
• No slippers and no sandals

Sales Agents Role:

• Approach customer at pump as long as no 2nd car queuing at the pump
• Ensure application process is complete
• Answer customer queries about the card
• Receive applications/referrals from retailer

Things that Don’ts:

• No usage of hand phones at anytime around forecourt areas
• Do not promote other Citibank credit card (Giant, Air Asia, core cards etc)
• Do not approach customers while the forecourt crew is serving the customer (This confuse the crew & customer, which can result in crew missing their service steps and some instances, customers forget to get their cash change & receipts)
• Do not pursue customers if customers do not want to sign up
• Do not approach customers at cashier counter, in general don’t disturb anyone who is in process of paying… wrong change, etc can happen
• Do not approach site staff directly to offer incentives
• Peak hours, do not walk about at forecourt and select/shop counter area, customers are rushing and they do not want to be harassed at this hour

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