Sales Observation Form Tool – Face to Face
Mortgage and Protection Sales Observation Form
This form is designed to aid development of an Adviser by gaining evidence of their sales skills through direct supervision, as well as enabling the observer to ensure mandatory regulatory requirements are fulfilled and any coaching and development areas are identified.
The form is split into 19 sections, ALL mandatory items in CAPITAL LETTERS must be evidenced during the appointment (if applicable to the appointment).
• All mandatory areas must be fully evidenced (where applicable to the type of sale)• All the required areas should be evidenced, but some are not mandatory.• The non-mandatory required items must be treated as development needs if not evidenced during the appointment.• Within the skill indicators section, there are various statements aimed at establishing the coaching requirements of the Adviser.
If these skill indicators are not evidenced, you should consider coaching the Adviser in this skills area.
If the observation is a ‘Live’ sale, the observer must ensure that a full file check is carried out as a minimum 8 days after the sale to ensure POS record is fully completed and accurately reflects the conversations observed, and this file check evidence must be attached to CSmart.
Adviser’s name: Branch:
Observer’s name: Reason for observation:
Meeting 1 Date / / Meeting 2 Date / /
Client 1/Role-Players Name Client 2/Role-Players Name
Stages viewed: Initial Approach (Sections 1- 7) Fact-finding (Sections 8 – 12) Presentation (Sections 13-15) Closing (Sections 16 – 19)
Client type Live Roleplay
Licences Used Mortgage Life & Protection
Property & Contents
1. Competent in all mandatory elements
2. Competent in at least 70% ofall other elements(excluding those marked as N/A)
3. Not competent in one or more of the mandatoryelements
4. Not competent in at least 70% of all other elements(excluding those marked as N/A)
To meet the competency standards both these boxes must be ticked
No further unaccompanied activity can take place until shortfalls rectified, action plan in place
Remedial action taken and re-assessment must take place within 1 month
Sales Observation Form Tool – Face to Face
Initial Approach
Section 1 – Preparation Competent Not Competent
Competent with coaching N/A
Required Areas:
Adviser displays adequate preparation for the meeting
Skills Indicators
Literature available and in date Relevant technology up to date Client information pre-populated if applicable Phone turned off/Do not disturb Professional and business-like environment Utilises previous customer information (if consolidating debt)
Section 2 – First Impressions Competent Competent with coaching Not Competent
Required Areas:
Adviser makes client(s) aware of whom they are dealing with and establishes rapport
Skills Indicators
Positive body language Adviser adapts to client(s) style Advisers shows interest in client and builds rapport
Section 3 – Adviser Introduction Competent Competent with coaching Not Competent
Required Areas
EXPRESS CONSENT GAINED IF APPLICABLE (MORTGAGES ONLY)
Skills Indicators
Makes use of a welcome pack/agenda/’Helping Hand’ Explains timescales for meeting Adviser introduces themselves using a business card
Section 4 – Explain the right to terminate the meeting Competent Competent with coaching Not Competent
Required Areas:
CLEARLY EXPLAINS TO THE CLIENT(S) THAT THEY DO HAVE A RIGHT TO TERMINATE THE APPOINTMENT AT ANY TIME
Skills Indicators
If the client(s) right is exercised, the adviser deals with the situation in a professional manner
Section 5 – Initial Disclosure Document Competent Competent with coaching Not Competent
Required Areas
ADVISER EXPLAINS EVERY AREA OF THE CIDD E.G. REGULATION, SCOPE OF SERVICE, DIRECT LENDER PRODUCTS, FEES CHARGED, REFUND POLICY, COMPLAINTS AND FINANCIAL SERVICES COMPENSATION SCHEME
Skills Indicators
Checks client(s) understanding of this section Uses positive language Adviser explains their firm connection with the Legal & General
Network brand Sells their own service and highlights any Unique Service
Proposition’s they have
Section 6 – Setting the scene/Establishing Objectives Competent Competent with coaching Not Competent
Required Areas:
ADVISER ESTABLISHES WHAT THE CLIENT(S) WANTS TO ACHIEVE FROM THE MEETING
Adviser outlines how they may be able to meet the customer objectives
Skills indicators
Engaging explanation of Protection services, highlighting the importance of protection
Uses open/probing questions to clarify if objectives achievable Uses listening skills to understand clients objectives Uses ‘Helping hand with owning your home’ where applicable
Section 7 – Agreement to proceed to fact-find Competent Competent with coaching Not Competent
Required Areas: ADVISER POSITIVELY EXPLAINS PURPOSE OF FACT-
FIND INCLUDING BENEFITS OF FULLY COMPLETING ADVISER GAINS EXPLICIT AGREEMENT TO PROCEED TO
COMPLETE FACT-FIND
Skills indicators
Positive language Relevant Benefit statements used Objection handling
Sales Observation Form Tool – Face to Face
Fact-finding
Section 8 – Information Protection Competent Competent with coaching Not Competent
Required Areas:
ADVISER CLEARLY EXPLAINS DATA PROTECTION AND CONFIDENTIALITY SURROUNDING CLIENT DETAILS
Skills Indicators:
Interpersonal Skills e.g. Rapport, Body Language, Conversational style
Explains use of POS system to capture information
Section 9 – Information Gathering Competent Competent with coaching Not Competent
Required Areas:
ADVISER FULLY COMPLETES ALL THE REQUIRED AREAS IN THE CLIENT REVIEW TO IDENTIFY CLIENT(S) CURRENT SITUATION, AND NEW MORTGAGE AND/OR PROTECTION REQUIREMENTS
ALL CLIENT(S) DETAILS CAPTURED ACCURATELY AND/OR CHECKED IF ONE OR MORE CLIENTS NOT PRESENT
ANY CHANGES TO FUTURE AFFORDABILITY FULLY DISCUSSED AND DOCUMENTED
Skills Indicators:
Adviser uses client(s) name throughout Adviser uses POS system interactively with the client(s) Client review approached in a conversational style Introduces each section of the client review to explain its importance Open and probing questions through the client review to establish
priorities Budget planner completed using or checked against available
evidence (bank statements etc) Affordability vs Disposable explained and understood Adviser continually repeats/reviews client(s) circumstances and
constantly probes throughout fact find Summarises responses and shows listening skills and deals with
customer concerns professionally
Section 10 - Current Provisions Competent Competent with coaching Not Competent
Required Areas
ADVISER GAINS DETAILS OF ALL CLIENT(S) EXISTING POLICIES AND EMPLOYER BENEFITS AND LOGS ACCURATELY ON POS RECORD
Skills Indicators
Summarises responses and shows listening skills Adviser uses questioning skills to uncover all client(s) provisions
including any employers benefits
Section 11 - Priorities & Affordability Competent Competent with coaching Not Competent
Required Areas
ADVISER ESTABLISHES CLIENT(S) SHORTFALLS, PRIORITIES AND POTENTIAL NEEDS, THEN DETERMINES DISPOSABLE INCOME TO DEMONSTRATE AFFORDABILITY
GAINS EXPLICIT AGREEMENT TO ADD ANY FEES TO LOAN (WHERE APPLICABLE), AND EXPLAINS COST OVER TERM OF DOING SO
Skills Indicators
Positive explanation and introduction to aims and views section Establishes client(s) preferences Uses probing and disturbance type questions e.g. what if? how would
it make you feel? What impact would that have? Uses appropriate questioning techniques & challenges client(s)
accordingly where shortfalls identified Uses ‘Helping hand’ interactively with client (where applicable) Checks customer understanding of shortfalls and resolves doubts
Section 12 - Agree further action Competent Competent with coaching Not Competent N/A
Required Areas
Adviser books next appointment if applicable If 1 stage appointment, explains recommendation process
and proceeds to sourcing a solution Summarises main points of meeting and resolves any
doubts by confirming understanding
Skills Indicators
If second appointment required then agreed and booked effectively Process to follow positively explained Adviser recaps client(s) priorities, affordability and shortfalls Understanding checked Adviser confirms documentation required for 2nd appointment (if
applicable)
Sales Observation Form Tool – Face to Face
Designing & Presenting a Solution
Section 13 - Explaining the products (Mortgages) Competent Competent with coaching Not Competent N/A
Required Areas:
ADVISER RECONFIRMS CLIENT(S) SITUATION AND BUDGET (IF MULTI STAGE APPOINTMENT THEN MANDATORY)
Adviser explains and agrees method of mortgage repayment, product type and term (if applicable)
Adviser makes appropriate recommendation for best client outcome
Explains all the main characteristics of the mortgage using a personalised KFI
Skills Indicators
Explains features and benefits of products recommended Uses effective Objection Handling techniques Checks client(s) understanding throughout Adviser uses appropriate literature to enhance explanation
(e.g. Product Brochures, ‘Helping hand’ etc) Takes into account client(s) individual circumstances when
recommending Good Product knowledge demonstrated when using
mortgage KFI’s, explains fully all required areas including ERC’s, portability etc
Section 14 - Explaining the products (protection) Competent Competent with coaching Not Competent
Required Areas:
RECOMMENDS PRODUCTS THAT ARE APPROPRIATE TO THE NEEDS OF THE CUSTOMER
EXPLAINS ALL THE MAIN CHARACTERISTICS OF POLICIES RECOMMENDED INC. EXCLUSIONS, LIMITATIONS AND EXCESSES OF EACH PRODUCT AS PER PRODUCT DISCLOSURE GUIDANCE SHEETS
DISCLOSES TOTAL COST OF POLICIES OVER BOTH FULL TERM AND MONTHLY
Skills Indicators:
Fully explains KFD’s and protection products; benefits, features, exclusions, how and when it pays and how much
Relates product sold back to client(s) situation to ensure all potential risks captured (e.g. future payments at end of a fixed rate period, If ASU recommended - is client eligible)
Links products/benefits to agreed needs and Aims & Views Adviser summarises and confirms that solution meets
customer needs (including Eligibility to Claim on product)
Section 15 - Agree the solution & summarise Competent Competent with coaching Not Competent
Required Areas:
Adviser gains agreement for each element of solution Agrees prioritisation if total solution unaffordable Explains and discusses trusts, and if appropriate, recommends and
implements Adviser recommends review of Will(s) ADVISER DETAILS SHORTFALL OF COVER IF ANY REMAINS Adviser explains consequences of any shortfall and challenges
client(s) as necessary ADVISER GOES RELEVANT SCRIPT WITH CLIENT(S) IF
HOUSEHOLD INSURANCES ARE TO BE PAID MONTHLY EXPLAINS ALL THE REMAINING REQUIREMENTS OF EACH
PRODUCT SELECTED AS PER PRODUCT DISCLOSURE GUIDANCE SHEETS
Skills indicators
Good Product knowledge used if ski-downhill required Uses effective Objection Handling techniques Gains client(s) commitment to the agreed solution Uses appropriate closing Shortfalls in cover explained and client(s) aware of the
implications Challenges client(s) if adviser feels cover is
affordable/required Informs client(s) that shortfalls will be documented in the
MROS/PSL Agrees review date for shortfalls Demonstrates effective use of POS system in recording the
solution accurately
Sales Observation Form Tool – Face to Face
Next Steps
Section 16 - Completing application forms Competent Not Competent
Competent with coaching
Required Areas ADVISER MUST VERBALLY EXPLAIN THAT THE CLIENT MUST
ANSWER UNDERWRITING QUESTIONS HONESTLY AND ACCURATELY AS ANY DELIBERATE, RECKLESS OR CARELESS MISREPRESENTATION OF FACT(S) MAY RESULT IN NON-PAYMENT OF A CLAIM
ALL CLIENTS PARTY TO AN APPLICATION MUST ANSWER THEIR OWN MORTGAGE/PROTECTION UNDERWRITING QUESTIONS
Adviser/Client(s) complete forms accurately, checking client understanding throughout
Fee Agreement explained and completed
Skills Indicators
Empathy if necessary Sensitive issues handled appropriately Manage expectations of underwriting decisions Explains implications of not putting policies in trust Aware of when supplementary information may be required Adviser explains potential hurdles (valuations, PMA’s,
MER’s etc) Adviser shows good knowledge of all forms completed
Section 17 - Money laundering & evidencing income Competent Not Competent
Competent with coaching
Required Areas ADVISER ENSURES THAT MONEY LAUNDERING CHECKS AND
EVIDENCE OF INCOME CHECKS COMPLETED ACCURATELY (IF APPLICABLE)
Skills Indicators Confident explanation Uses effective Objection Handling techniques Accuracy in checking Client(s) have correct documents and were asked to bring
them (if not already received by adviser)
Section 18 - Client management & what happens next Competent Competent with coaching Not Competent N/A
Required Areas: Adviser explains to the client(s) the process that will follow this
appointment including documentation received ADVISER EXPLAINS CANCELLATION RIGHTS ASKS CLIENT(S) TO CONFIRM WHAT THEY HAVE BOUGHT AND
WHY, TO ENSURE THEIR UNDERSTANDING
Skills Indicators Knowledge of the process Good positive explanation Seek referrals where possible (ensuring express consent
rules are followed) Cancellation rights explained clearly Points of contact given Obtain buy-in for future contact and agree
timescales/events etc
Section 19 - Review of entire sales process Competent Not Competent
Required Areas: ADVISER ACTS APPROPRIATELY THROUGHOUT THE SALE,
WITHIN THEIR SCOPE OF SERVICE, AND IN ACCORDANCE WITH L & G NETWORK PROCEDURES AND ADVICE STANDARDS
IDENTIFIED TRIGGERS FOR CAU REFERRAL AND DISCUSSED APPROPRIATELY WITH CLIENT (WHERE APPLICABLE)
USES HELPING HAND WITH OWNING YOUR HOME DURING PROCESS (WHERE APPLICABLE)
Skills indicators
Makes no false, misleading or inaccurate statements Checks client(s) understanding throughout Adviser separates advised and non-advised sales
processes (if applicable)
General Skills/Good Adviser Behaviours (examples)
Good questioning technique Appropriately challenging client(s) views Listening skills Designing appropriate & accurate solutions Highlighting shortfalls
Test closing throughout Interpersonal skills Knowledge of underwriting Excellent product knowledge Summarises & Links summary to needs of client
Good use of available systems Gaining commitment Using clear, understandable language Identifies buying signals and acts on them
N/A
Competent with coaching N/A
Sales Observation Form Tool – Face to Face
Final de-brief Positive actions identified: Sales Process Stage:
Coaching needs identified: Sales Process Stage:
Development needs identified: Sales Process Stage:
Highlight the best 2 things during this observation:
1.
2.
Highlight the 2 things that didn’t go so well during this observation:
1.
2.
Agreed actions: Sales Process Stage: