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Available dates

Nov 26, 2019
Hong Kong
USD 650
USD 650 per day
Nov 28, 2019
Singapore
USD 650
USD 650 per day

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About the course

Conduct productive & structured client reviews, and engage HNW clients with our half day course

The Aim of the course is to provide relationship managers in private banking and wealth management with the skills necessary to conduct structured client reviews, to engage HNW clients under difficult market conditions, to communicate difficult messages, and to handle client objections.

Objectives

By the end of this three-hour course, participants will be able to

Conduct a structured portfolio review, including relevant specialists where appropriate, using best practice consultative sales techniques in the review meeting in difficult situations and market conditions

Demonstrate best practices in client management skills for conducting client reviews during difficult market conditions or in situations requiring relationship managers to deal with difficult HNW clients (e.g. emotional and unhappy HNW clients):

  • Investment losses on the client’s portfolio
  • Bad publicity about the bank
  • Lapses in account management and service standards
  • Additional account documentation requirement
  • Mistakes made by the RM or the bank

Apply best practices for handling client objections with the objective to resolve the situation and provide a positive outcome and experience for the client

Agenda

Session 1: Conducting a structured portfolio review - 1 hour

  • Best practice consultative selling techniques
  • Adapting for difficult situations and market situations
  • Understanding consultative selling and the “Challenger Sale”
  • Involving specialists where appropriate
  • Using appropriate non-verbal communication
  • Exercise: Listening quiz – seeing the world from the perspective of your client

Session 2: Best practice in handling difficult client conversations – 1 hour

  • Handling conflict appropriately with High Net Worth Individuals
  • The Thomas-Kilmann Conflict Mode Indicator
  • Advice about handling difficult client situations
  • Role plays: Dealing with difficult client situations in the wealth management sector

Session 3: Best practice in handling client objections – 1 hour

  • Two techniques for handling client concerns: the CCCC technique and the FFF technique
  • Negotiating effectively with High Net Worth clients
  • Rules of persuasion and influence
  • Action planning: Conducting client reviews

Exercise: Stop-start role play, to put the CCCC and FFF technique into practice when handling client reviews

1 hour MCQ assessment

Trust the experts

Henry Hely-Hutchinson

Henry delivers management, selling and negotiation skills courses for bankers and professionals worldwide. Henry has a First Class degree in Modern Languages from Trinity College, Dublin and an MBA from Henley Management College. He started his career at the Commerzbank in Frankfurt where he work...

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