TD Tellers Open Up About Upselling at the Expense of Customers

TD tellers under extreme pressure to sell items that customers don't necessarily need

Three employees from TD Bank have chosen to speak out anonymously to CBC Toronto regarding their experience with pressures to sell and how these pressures negatively affect TD customers.

According to these employees, there is so much pressure to upsell to customers that tellers often convince customers to purchase items that they don’t need or might negatively impact them. These items include things like overdraft protection, credit cards, new auto loans, and lines of credit.

These employees disclosed that the quarterly goals that are faced by bank employees are becoming increasingly “unrealistic,” to the point that these employees willingly oversell to customers when they know full well that the customer does not need what they are purchasing.

“Customers are prey to me,” one of the tellers said to CBC. “I will do anything I can to make my [sales] goal.”

A former TD employee, Dalisha Dyal, also spoke out to CBC. Dyal is among a number of TD employees that quit due to the immense pressure to sell that was placed on them.

“I was made to feel as if I was committing a huge wrong for looking out for the best interests of my customer over the interests of the bank,” said Dyal.

One of the anonymous tellers also reported that they have taken medical leave to escape the pressures placed on them by the company, which can often become debilitating.

One teller even went so far as to describe customers as “prey” and continuing with “I will do anything I can to make my [sales] goal.”

TD Bank declined an interview request from CBC, however, a statement was released via email by the bank’s spokesperson Daria Hill.

“Our expectations are that our employees should never sell a customer a product that doesn’t fill a need.”

Feature Image courtesy ofMike Mozart via Flickr.