Induction Training for Relationship Managers

Day 1:

Introduction:

• Setting the frame
• Session outline
• Introductions
• Expectations

Asset Classes: Asset Cashflow, Time Horizon and Risk-Return Profiles:

• Deposits
• Equities
• Bonds
• Commodities
• Real Estate
• Foreign Exchange
• Funds
• Structured Products

What investors should do with their money: The 3 Money Buckets

• Security
• Investment: Buy and hold versus trading
• Fun

Asset Allocation:

• Investment horizon
• Diversification effects on portfolios
• Correlation risks
• Portfolio Allocation
• Active versus passive money management

Criteria for Long-Term Investing:

• Purpose of investing
• Trading models
• Time horizon
• Indifference of entry and exit points
• Required liquidity
• Target gain
• Target loss
• Monitoring time

The Make-up of Successful Investors:

• Psychology
• Believes
• Research
• Trading model
• Discipline
• Tight Money Management
• Time
• Professional

Portfolio Management from an affluent investor’s perspective:

• Determining investors’ objectives
• Conducting sector analysis
• Asset allocation
• Portfolio selection techniques
• Different types of funds

Day 2:

The basis of successful sales and good communication:

• Mental state: Your attitude affects the other person
• Rapport: The basis of success is a feeling of communality
• Different ways of communicating: Using all the senses to make sense
• Content versus form: What you communicate versus how you communicate
• Perception versus interpretation: Reality and what we make of it
• Time and sequence: Does it matter when I say something?
• The frame: The specific situation is important too

Role play: Selling a Domestic Equity Fund

• A sales conversation
• Observer, banker and client
• Feedback

The 5-Step Sales Process:

• Rapport
• Ask open questions with a SPIN
• Find the client need
• Link the client need with your solution
• Close the deal

Mental state:

• Your current state
• Changing your state
• Managing your state
• Physical exercises to regain the desired mental state

Rapport:

• What is rapport?
• How do I build it up?
• How do I know when I have got it?
• How do I break it?

Sharpening our perception:

• Visual perception
• Auditory perception
• Kinaesthetic perception
• Exercise
• Perception versus interpretation

Role play: Selling a Domestic Fixed Income Fund

• Establishing rapport
• Identifying client needs
• Feedback

Asking open questions with a SPIN

• Open versus closed questions
• Situation questions
• Problem questions
• Implication questions
• Need questions
• Exercise

Role play: Selling an International Equity Fund

• Using SPIN questions to find a client need
• Explaining the solution
• Feedback

Day 3:

Mind Mapping: A fast way to structure information

• How to make them
• When are they useful
• Advantages
• Software

Mind Mapping Exercises:

• Client Mapping
• Planning for referrals and network activation

Presenting the solution to the client:

• Using all our senses
• Language clues
• Eye accessing clues
• More non-verbal clues
• Applications for SPIN questions
• Applications for describing solutions
• Discussing the details versus the general purpose
• Exercise

Adding value to the client:

• To extract value you must add value
• How to add value to the client
• Trading strategies that make money

Role play: Selling an International Fixed Income Fund

• Using SPIN questions to find a client need with all our senses
• Explaining the solution with all our senses
• Adding value
• Closing the deal
• Feedback

Closing the deal:

• The different psychological types of clients
• The decision making process
• How these two elements effect the way clients decide to buy
• Asking for the deal
• Asking for more business

Role play: Creating an Asset Allocation Mix

• Getting clients to take a decision to act
• Closing the deal
• Asking for more business
• Feedback

Exercises on ‘Special Situations’ (time permitting):

• Dealing with difficult clients
• Presenting ‘bad news’
• Conflict management
• Getting paid

Summary:

• Course summary
• Debrief