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12 Cards in this Set
- Front
- Back
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What things might customers complain about or dispute in the event of an insurance claim? |
• Policy definitions • Underinsurance • Advertising • Lack of disclosure • Processing of claims |
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If a complaint cannot be resolved internally, where might it be directed? |
To an external dispute resolution service (EDR), such as the Financial Ombudsman Service (FOS) or the Superannuation Complaints Tribunal (SCT) |
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What expectations might a client have of their insurer and/or adviser? |
• Get to know them • Listen • Answer questions • Maintain privacy • Have up-to-date product knowledge • Have consistent service • Make fair decisions • Offer product options that suit their needs • Be reliable and trustworthy |
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What is rapport? |
A mutual connection and understanding with someone who shares the same feelings and values |
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What are the four main elements of building rapport? |
Trust, empathy, acceptance and honesty |
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What are some techniques to build rapport? |
• Smiling and eye contact • Friendly greeting • Exchanging names • Offering assistance • Showing sincere interest in and understanding of what the client is saying • Giving full attention • Responding positively, even with complaints |
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What are three levels of verbal communication? |
1. The literal meaning of what is said 2. What the speaker thinks is being said 3. What the listener thinks is being said |
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What is non-verbal communication? Give examples. |
• Tone of voice • Pitch, volume and timing • Voice reflexes such as coughing, sighing, giggling • Posture • Gestures and body movements • Appearance (grooming and clothing) • Facial expressions and eye contact |
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What is the difference between listening and hearing? |
Hearing is being conscious of the sound that reaches your ears Listening is making sense of the sound and requires effort and thought |
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What are the three requirements of active listening? |
1. Intensity - block out distractions 2. Empathy - try to understand what they really say/want/need 3. Acceptance - listen objectively without jumping to conclusions or judging |
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Give examples of active listening techniques |
• Make eye contact • Nod and use appropriate facial expressions • Ask questions • Summarise • Don't interrupt • Pay attention |
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What are the three guidelines for paraphrasing? |
1. Listen for the main message, not the details 2. Restate the message in your own words without embellishment 3. Seek confirmation or correction? |
