Perfect Client Preparation

When I first set up my business in 2000, I had the opportunity to speak with a potential new client. I earned a visit to his office and wanted to find out about him, his business and issues that I might be able to help him with. I remember asking the question “Tell me about your business?” It went well. Recently I was speaking to a delegate on a sales programme I was running, recounting a similar story, but his was based in 2015. He asked the same question “Tell…

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How to have a Conversational Mortgage Factfind

If you’re in the business of giving mortgage advice, you know that it’s tightly regulated to ensure the customer is advised on the most appropriate solution based upon their needs. And that’s the absolutely right thing to do. The problem is that firms and individuals who are tasked with this “advice risk” don’t want to get it wrong and be sued later with a visit from the Financial Ombudsman Service. So they’ve tightened the process almost to the extent of scripting questions to ask. The consequence is a torrid experience…

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One of the best questions to ask a customer

I heard this question this week. “Who’s at home supporting you?” The context can be in most B2C situations where you’re fact-finding with a customer establishing their needs and wants surrounding your product or service. It’s a great question to ask at the beginning to establish a grounded conversation. Can be asked to both partners in a family situation, its gender neutral. It begins to build rapport. It shows empathy for someone’s family situation. It’s particularly good to use if you’re advising on some form of protection for a loan…

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