Helping Your Customer to Make the Right Decisions

Overview/Description
 Do you want to help your customers to realize their dreams? When customers buy financial services, they are trusting you to help them to overcome their fears and anxieties, and to achieve their cherished goals. That's a big job! That's why customer service is so important at the point of sale. Decisions made now affect your customers' lives. In this course, you will learn the importance of fact finding, the financial life cycle, and identify customers' changing requirements. If you want your customers to invest in you--you have to invest in them. This course helps you to achieve success at the point of sale.

Target Audience
 Financial services advisors dealing with customers at the point of sale.

Expected Duration
4.5 hours

Lesson Objectives:

Understanding Financial Services Customers

  • recognize the value of understanding financial services customers.
  • select the criteria that affect the financial services customer continuum.
  • sequence the steps for gathering information from financial services customers.
  • prioritize the order of customer needs that advisors should address to provide the best financial planning advice.

    • Preparing for the Financial Review

  • identify the value of preparing for the financial review.
  • identify the principles of creating an effective fact find document to gather customer information.
  • apply techniques to create the right first impression with a customer in a given scenario.
  • apply appropriate customer questioning techniques in a given scenario.

    • The Financial Journey

  • recognize the value of identifying different customer behavior.
  • apply appropriate communication techniques when dealing with a customer who fits the category of leader in a given scenario.
  • use appropriate communication techniques when dealing with a customer in the category of reluctant traveler in a given scenario.
  • use appropriate communication techniques when dealing with a customer in the category of happy wanderer in a given scenario.

    • Course Number: FS0254