Overview

This course aims to present the important concepts and practices needed to manage international customer relationships effectively. Key concepts in relation to relationship management, and the essential skills required of a private wealth manager are introduced. Prospecting and meeting new customers strategies, methods and techniques are discussed. Once we have onboarded the new customer, the private wealth manager must segment him and identify the most appropriate customer relationship management (“CRM”) strategy. The importance of skills and manner required for customer maintenance and reporting, conduct of portfolio reviews are explained, and the issue of service recovery is also examined.

Objective

On completing this course, you should be able to:
a. Understand the building process of a prospect list;
b. Understand how to track prospecting efforts;
c. Formulate efficient line of questioning to understand a customer’s needs and situation as part of the know your customer (“KYC”) and onboarding process;
d. Apply active listening skills to customer interaction as part of the KYC and onboarding process;
e. Prepare for and conduct oneself in an effective and adequate manner during customer meetings;
f. Manage follow-up of customer relationship (continuing portfolio update, delivery of adverse news, etc);
g. Understand how to conduct portfolio reviews with customers;
h. Demonstrate how to deal with objections or complaints in a fair and appropriate manner;
i. Manage customer complaints related to the selling process;
j. Manage timing and manner of interaction with supporting functions to address customer’s questions and needs;
k. Manage the lifecycle of a customer relationship; and
l. Use an attractiveness-positioning matrix to determine an efficient CRM strategy.

Content

1. Definition and key attributes in relationship management
2. Prospecting
3. Initial engagement and engagement skills
4. Gathering facts
5. Segmentation and relationship management strategy
6. Customer maintenance
7. Customer retention
8. Service recovery

Who should attend

It is primarily targeted to CPWP candidates who wish to take the CPWP Module 1 Paper 2 Examination. It is also relevant to those PWM practitioners who would like to enhance their knowledge and skills in wealth management.

Financial Incentive Scheme of the WAM Pilot Programme

This is one of the eligible courses / seminars under the Financial Incentive Scheme (“The Scheme”) of the WAM Pilot Programme.

Eligible in-service practitioners of the financial services industry could apply for a reimbursement up to 80% of the course / seminar fees, or a maximum of HK$10,000 per person throughout the period of 1 October 2016 to 31 March 2023 upon satisfactory completion.

Each individual may apply for reimbursement for more than one course / seminar subject to a maximum of HK$10,000 but each course / seminar can only be reimbursed once.

The duly signed application form together with the FIVE supporting documents must be submitted within FOUR months from the last day of the course / seminar attended. Please refer to the WAM Pilot Programme website for more details.

WAM Pilot Programme Special Requirements

If you plan to apply for reimbursement under the Financial Incentive Scheme (FIS), please ensure your device/computer has the camera feature or with webcam installed as you are required to turn on your camera throughout the webinar.