3.1.

15
3.2. Price policy

Price to general acceptance it is used in non-financial sectors is rare in the
banking field in which they defined while many specific forms: interest, first,
commission, echange rates, bank charges, rates title, etc. !nd distribution of the
product, the price appears in multiple and comple relationship because he found both
the content and components of general and specific ob"ecti#es, including the creation
and deli#ery.
Price makes tangible the product offering meanings about $uality and reduces
#ariability through appropriate differentiation strategies, watery and mitigates the
effects of entanglement. %&'s prices are some high, which may change o#er the bank's
business. Prices are in relation to the high le#el of product $uality and customer ser#ice.
(hat makes the banking sector to be so interesting for specialists is the
eistence of a large range of factors influence the price. &anking product itself is
etremely comple, and there ne#er by itself. ! deposit re$uires an account to #iew
a#ailability, payments, credit and may entail payments, letters of credit and guarantees.
Pricing must take into account the range of ser#ices that benefit the client and
less strict re#enue-cost relationship.

3.3. )istribution policy

)istribution concept refers to the location of units in the field, the number of
one-stop contact, the conditions making performance. %aiffeisen &ank has a network of
5*+ agencies throughout the country ser#ing almost 2 million customers.
!s a complementary means-branch network distribution channel used by the
bank classic were identified following solutions: internet, fied telephone network and
mobile network, through which it pro#ides ser#ices re$uested by clients.
,f traditional alternati#e distribution channel used was simple, like P-, made by
mo#ing customers and performing operational units formalities that precede or
accompany the ser#ice itself .filling out forms, signing documents, etc./, modern
#ersion admits and channel intermediaries, accounting for their role the link between
banking unit and its client holding account.
,n the gi#en contet, %& uses two basic strategic options: direct distribution,
where client contact is through their system and distribution through intermediaries, the
link achie#ed by means of specially organi0ed ser#ice pro#iders for these purposes.
3.*. Promotion polity

Promotion is the element that pro#ides marketing company recognition.
%aiffeisen &ank's success is the result of a massi#e promotion, which has in#ested
money, time and eperience.
1he first component of the promotional mi consists of ad#ertising, which can
be paid .radio, 12, press/ or free .ad#ertising and word of mouth/. %& creates
commercials depending on the season, holidays, promoting campaign, often changing
the content and form of 12 commercials.
!nother component of the promotional mi is the sponsorship and public
relations. %aiffeisen &ank financed 25 pro"ects through %aiffeisen -ommunities grant
program, now in its second edition - 23 345s, a hospital and a school. 1he winning 16
pro"ects recei#ed o#er 6*,+++ #oting people. %aiffeisen &ank will allocate 7 1++,+++ to
25 pro"ects the local communities in which the bank operates.
%aiffeisen -ommunities Pro"ect is an online competition, which aims to support
both financially and through #olunteering and dissemination of knowledge,
organi0ations with the best pro"ects for local communities
Pro"ects that ha#e won this year are di#ided into areas: most are for social
ser#ices-1+ and education-8, sports-2, en#ironmental protection-2 and health-2 pro"ects.
%aiffeisen ,nternational &ank-9olding !4 is the main sponsor of the 53rd edition of the
:uro#ision ;ong -ontest held in &elgrade. ,t is the third largest 12 e#ent sponsored by
%aiffeisen ,nternational ,ce 9ockey (orld -hampionship last year and :uropean <igure
;kating -hampionships held in =agreb, plus many other e#ents
3.5. Personnel, physical e#idence and process

&ank personnel are #ery important because it has direct contact with the client,
the client-ser#ice tool. ,t is therefore #ery important that staff be a $ualified professional
to pro#ide ser#ices of the highest possible $uality customers.
1he staff is a fundamental #ariable of the marketing mi in banking, one of the
main elements of differentiation between competitors in the market. %& employees are
dedicated to customer satisfaction and creating long-term relationships. ;imilarly, %=&
4roup is dedicated to encouraging, de#eloping its staff satisfaction and loyalty. 1his
gi#es employees the confidence and incenti#e to take on new duties on local and
international.
1eamwork adds #alue through discussions, "oint de#elopment of ideas, problem
sol#ing and decision preparation. 1hrough staff, %& co#er customer needs with
professionalism and therefore offers the latest generation solutions and #alue added
ser#ices. ,nternal customer satisfaction is as important as eternal, because the customer
will benefit from cooperation bank.
1angible elements can be outside: landscape, parking, name of the bank, others
are interior: design, interior organi0ation, e$uipment, decor, furniture. 1angible product
policy ob"ecti#es defined by the role they play in achie#ing performance: ensuring
conditions way, facilitating the flow of acti#ities and people .personal, client/, create
atmosphere and differentiation from competitors.
(ork e$uipment is so constructed as to allow physical proimity to customer
personnel to be better eplained all offers in order to better understand the two persons.
;er#ice deli#ery process consists in issuing and card lock, conducting
transactions through %aiffeisen )irect ,nteracti#e ser#ice, deposit formation, and sale of
packages of account options, additional cards attached shopping cards and #arious types
of loans. ;ome of this is handled directly in %& agencies and others on the ,nternet
either directly or through the call center.
<or eample, to lock a card pay, the process is as follows: the client calls to the
phone number +>++ >+2 +2+2, calling for the blocking card and identification is based
on P3-'s .name, address, password bank in relation to the !gency in which raised the
last card transaction/ locks the card into the appropriate programs, is a reissue with a
new card with a new P,3 and after 5 days, the customer can go up card with the act of
identity.

1?
*. -53-@A;,53; !3) P%5P5;!@;

%aiffeisen &ank is the market leader in $uality, dynamism and inno#ation. ,t
pro#ides high $uality products and ser#ices with a dynamic attitude and constant focus
on inno#ation, so %aiffeisen bank may become first choice for customers and can be
recogni0ed as the market leader banking.
%aiffeisen &ank has been recogni0ed and awarded in 2+11 by the prestigious
publication for acti#ity during the years 2+1+ and 2+11:
B C&ank of the Dear 2+11C .C<inancial EarketC and C&usiness !rena Eaga0ineC/F
B C1he most dynamic bank in 2+11C of the !ustrian banks operating in %omania
.&usiness !rena depot - !ustrian !wards for :cellence/
B C1he greenest bank in %omania in 2+11C .4reen(::: ,nternational/
B C1he largest number of new customers enrolled in internet banking ser#ice in
2+1+C .e-<inance Eaga0ine - 5nline &anking !wards 4ala/
B C1he credit card sold in 2+1+C product %aiffeisen credit card Easter-ard
;tandard .4ala C35-!;9C/
B C1he most successful co-branded software in 2+1+C for co-branded credit cards
%aiffeisen &ank - 2odafone .4ala C35-!;9C/
B C1he best dynamic lending in 2+1+C .4ala C1op &ankersC/
B C1he most balanced and clean portfolioC .<inmedia/
B C!ward ecelenGHpentru most effecti#e corporate acti#ity in the banking and
financial system .&usiness Press/C
B CEost creati#e company of the yearC for the C!&- but bankC .)ebi00/.
Proposals for the work of the bank statement are those relating to the pro#ision
of certain ser#ices during a period which displeases certain customers and lead them to
abandon the default ser#ices and products this bank, and to the continuous impro#ement
of staff performance within %aiffeisen &ank by trainings and staff echanges with other
countries %aiffeisen group