Introduction

Client Communication Skills

Non-Verbal Communication

Good Telephone Sales Techniques

The Skill Of Listening

Developing Good Sales Habits

Practicing Telephone Sales Habits

Initial Client Contact

How to Build a Winning Presentation

Initial Contact Exercise

Servicing Existing Clients

Handling The Objections Of A Prospect Or Client

How to Respond to an Objection

Feature/Benefit Exercise

Why do Clients or Prospects Raise Objections

Know Your Client

Questions to Ask When Completing the New Account Form

Disclosures And Suitability

Disclosures

How To Make The Required Disclosures

Suitability

Know Your Client

Elements to Consider in a Suitability Determination

Making Suitable Recommendations

Suitability and Disclosures Exercise

The Risk Element in Investment Decisions

Advertising Issues

Use of Unauthorized Advertisements or Sales Literature

Speaking Engagements

Client Correspondence

The Prospectus

Case Study: Client Correspondence

Handling Client Complaints

Dealing with Angry Clients

Documenting the Complaint

Written versus Oral Complaints

The Role of the Registered Representative and the Manager

Case Study: Client Complaint

Sales And Suitability Practices Quiz