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

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Sales Observation Form Tool – Face to Face

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Sales Observation Form Tool – Face to Face

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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

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Sales Observation Form Tool – Face to Face

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Sales Observation Form Tool – Face to Face

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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

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Sales Observation Form Tool – Face to Face

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Sales Observation Form Tool – Face to Face

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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

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Sales Observation Form Tool – Face to Face

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Sales Observation Form Tool – Face to Face

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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: