THIS ASSIGNMENT IS A PARTIAL FULFILLMENT

FOR IB1005
Deposit and Financing Operations of Islamic Banks

CERTIFIED ISLAMIC FINANCE PROFESSIONAL (CIFP)

INCEIF
Student Name: FASHOLA OLAYINKA NURUDEEN
Student ID: 1100275







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Question 1:

MR. ADAMS.
From the data available about Mr.Adams who is a young man from a wealth family and his
referral to the bank will add more value to the banks profitability. The following products
should be cross-sell to Adams to improve the customer relationship and profitability to the bank,
also detailed are the reason why these specific products should be sold to Mr. Adams.

S/N Product Reason
1
General
Investment
account
Mr. Adams is a young man from a wealthy family with a good
job. There is need for him to save for the raining day now that he
has funds that he a play around with. Having a general investment
account which is based on the concept of Mudharaba will ensure
that he has some money kept aside for future spending.
2 Benevolent Loan:
Qard Hasan

Mr. Adams has some outstanding loan in his other back that is a
car loan of RM 55,000 and person loan of RM 8,200. One of the
effective means of ensuring that Mr. Adams remain committed to
the bank is to give him a benevolent loan: Qard hasan in the sum
of RM 63,200 which he will use to offset his outstanding loan in
his other bank. This will ensure that we gain the loyalty of Mr.
Adams and at the same time he remains committed to the bank.
Thus we can further sell more products to him.
3 Home/house
financing
The Home/House financing product will be cross-sell to Mr.
Adams to ensure that by the time his getting which should not be
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too long from now considering his age will have a very good and
descent home/house to accommodate his family. This will also
ensure that Adams is committing is future to the bank and this
will go a long way in improving the profitability of the bank.



MR. MICHAEL.

From the data available about Mr. Michael is a successful business man with wide network of
business contacts, considering that his unhappy with his current banks there is an opportunity for
us to cross-sell our products to him. The following products should be cross-sell to Michael to
improve the customer relationship and profitability to the bank, also detailed are the reason why
these specific products should be sold to Mr. Michael.

S/N Product Reason
1 Benevolent Loan:
Qard Hasan
Considering the net worth of Mr. Michael and his vast business
net work, the first means of gaining his loyalty to the bank
owing to the fact that his currently unhappy with his present
bankers is to provide him a benevolent loan: Qard Hasan, this
will be used to offset all his outstanding (Housing loan, Shop
loan and personal overdraft) with his bankers whom his
unhappy about their services.
With the provision of the loan Mr. Michael will oblige us and
he will move all his business/ asset accounts (current and
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savings, high return saving, fixed deposit and structured
investment and unit trust) to our bank and we can further sell
other products to him that will add value to his business. This
will ensure that he commits his further with our bank and we
can have a win-win relationship with him.

2 Working capital
financing
To improve on his business operating cost, we shall sell the
working capital financing product to Mr. Michael such that he
can have sufficient funds to do his business, which is required
for him to make more profit and expand his business
opportunities.
3 Education
financing
With 4 children age between 8 to 17, Mr Michael needs to
ensure that his children are well educated to the highest levels
and standards in the world such that they will be well
positioned to take over his business empire when his no longer
able to so do again. The education financing product of our
bank will be sold to Mr. Michael such that all his children will
be well educated by him subscribing to the education finance
product, thus he needs not worry himself about the cost of
educating his children. This will ensure that he commits his
future to the bank while the bank at the same time becomes
more profitable.
4 Health Insurance Mr. Michaels person objectives are health and family. Our
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Health Insurance scheme will be a good one for Mr. Michael
thus ensuring that his able to take good care of his wife and 4
children in case of any health issues or complications that may
require funds. This will make Mr. Michael to be committed to
the banks.
4 Tour financing Mr. Michael hobbies includes traveling, our Tour financing
product will key into the life style of Mr. Michael. This will
ensure that the bank helps him in planning and executing his
tour around the world when his required to do so. With this
product which keys into his life style we can gain is loyalty and
commitment to the bank in the present and the future as well.
























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Question 2.

The importance of customer profile in the management of customer relationship cannot be over
emphasized. For companies performing well in the area customer relationship management the
following are the hull mark of their success:
Excellent product and services
Excellent after sales support.
Excellent use of customers information.
An insufficient knowledge base about the customer limits the value the organization will place
on the customer and the products that can e offered to the customer. Excellent and up to date
information about the customer ensures that the right customers are targeted with the right
product owing to the fact that each of the product and service developed by the company has its
own unique features and target audience in the market space.
The basic components of customer knowledge come from customer profile that is obtained by
the use of database and data mining technologies used by the organization. Hence the customer
profile should be well update on the companys CRM Customer Relationship Management
application.
For our bank using the case study the following information are required for better
management of the customers expectation and the provision of exceptional customer service
experience to the client. Also included are the reasons why this information is important and
when they can be used.
S/N Required Information Reason
1 Date of Birth

The date of birth of a customer is very important in
relationship management. With this information the bank
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know how old the customer is and can better target them
with specific product that goes with their age bracket.
Furthermore, this information can be useful to the bank by
congratulating the customer on their birth day this will
improve the customer relationship because the bank is
felicitating with them during their happy time and its will
ensure that the customer is more loyal to the bank.
2 Date of birth of family
members
Just as the birth day of the customer is important to the
bank the birth days of the direct family members of the
customer is as well important. This also ensures that the
customer is committed to the bank.
3 Home address One of the most important information about the customer
is the home address. This address says a lot about the
customer the location of the home address can also be
used to profile the customer. Customers living in
highbrow areas show that they are well to do in the society
and can be targeted with specific product for their class.
The home address is also one of the most effective means
of communicating with the customers in terms of
correspondence and ensuring that the banks information
such as their bank statement can be delivered to.
4 Office address The office address is as important as the home address and
its very crucial for corporate customer, thus the bank can
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quickly separate a corporate customer from their database
base on those having office address and they can be
targeted with specific products
5 Email address For customers with email address it shows that they are
technological savvy and can be reached online. This
avenue, that is, email can be used to sell new products of
the banks to the customer. It can also be used as a medium
to educate the customer by sending periodic message that
will endure them to the banks offerings by ensuring that
they are kept up to date.
6 Telephone number One of the easiest and fastest way a customer can be
reached is through their telephone number. The telephone
number can also be used by the bank to do a tele-
marketing of their products and service t the customer
either by calling them or sending SMS short messages to
them. This medium can also be used to congratulate the
customers on their birthday or wedding anniversary days
7 Wedding anniversary date For customers of the bank that is married, having their day
of wedding anniversary as one of the information on their
profile is very important so that the bank can felicitate
with them on this important date. This brings about
loyalty of the customer to the bank because the bank is
with them during their happy moments.
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Question 3.
For Mr. Adams who comes from a wealthy family there is need to assist him manage is assets
professionally. Thus I will sell the idea of asset management to him. Firstly I would assist him in
identify those assets which are his and help him with a master plan of how these assets can be
managed and grow them year in year out.
The assets management product when accepted by Adams will ensure that he further commits his
further and wealth to the bank for effective management. When the outcome of this exercise
becomes successful his referral to the bank from people in his class wealth individual will
make the bank more profitable.

For Mr. Michael who is a successful business man with vast network of influence, also
considering his age he needs a retirement scheme. Thus I will sell the retirement scheme product
of the bank to him. With this product he can be rest assured that his old age when it becomes due
will be well managed and he would have enough funds to take care of his immediate need when
his unable to work and actively earn his living by doing what he knows how to do best.

The retirement scheme will not be packaged for him alone but will also include his wife and
children. For the children the scheme will ensure that his oldest child will be trained and send to
the best schools such that he will be well positioned to take after his father when his retiring.




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Question 4.
It will be easier to influence Mr. Michael for the following reasons:
Mr Michael is currently unhappy with his current banks and he needs an alternative
solution that is banker to help in his financial needs. Considering the fact that he
Michael cannot afford to lose all his business empire which he has built over the 35 years
of working experience it will be much easier to influence compare to a young manager in
the person of Adams who has little experience about live, moreover his from a wealthy
family and he has virtually all his needs at his finger tips.
Selling product such as benevolent loan to Mr. Michael for the purposing of liquidate his
current loan in his bank makes it easier for him to be influenced and buy into the product
been offered to him, which will make his life lot better considering the fact that he will
be off the debt from his current bankers. Although he would have to pay back the loan
but with new and easy repayment plans that will be structured in reality with his current
situation.
Mr Michael is getting old and is moving towards the tail end of his career thus
influencing him will be lot easier compare to the young and dynamic marketing manager
Mr. Adams who has just starting his career. With product such as the retirement
scheme which is an additional service that will be offered to Mr. Michael on joining the
bank will be an easy task because of the immense benefit that will accrue to him. The
retirement scheme product is not just structured for him (Mr. Michael) but for his entire
family. This is a deal that cannot be resisted by Mr. Michael thus it will be lot easier to
get him influenced compare to Mr. Adams who is just staring live.
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Mr. Michael is married with 4 children thus the consequences of his failure as a result of
being unhappy with his bank which will ultimately affects his business is far greater than
that of Mr. Adams who literally have no dependants thus it will be lot easier for Mr.
Michael to tap into the opportunities provided by the bank in terms of product and
service that will ameliorate his present predicament compare to Mr. Adams.