Client Profiling

&
Client Meeting, Acquisition & Objection
handling
Name your ZODIAC
Why knowing customer is important

32% 65%
of customers stop doing business of consumers are more influential
with a brand they love after only than Advertising (PwC)
one negative experience. (Forbes)

72% 13%
will share their experience with
of customers will share a positive
15 or even more individuals.
experience with 6 or more people
(Esteban Kolsky)
How Customer profiling benefits ?

• Improves the search for new leads

• Empowers objective decision-making

• Enables a shared vision of the target customers

• Enhance marketing activities

• Increasing customer retention and loyalty

Clients : Social Style
How to recognize the ANALYTICAL
Talking Body Language
 “I Think…”  Leans Back
 Enquires  Limited or no facial expression
 Speaks quietly and at a moderate phase  Limited Eye contact
 Does not vary voice much  Limited Gestures

Communication Style
Listening Pattern  Specific concise
 Listens… but may appear as though they are not  Clear logical
 Formal Bottom line

Work Style
 Thorough, attentive to detail Responsiveness
 Step by step procedure  May appear Unresponsive
 Concentrates on one thing at a time  Reserved and cautious
 Methodical  Can appear Preoccupied
 Steady stream of work
 Likes a predictable routine
How to recognize the DRIVING
Talking Body Language
 “I will…”  Leans forward
 State commands  Limited or no facial expression
 Loud uses of voice to emphasis points  Intensive Eye contact
 Speaks very Fast  Deliberate movements

Communication Style
Listening Pattern  Direct to the point
 Can be a poor listener, likes to interrupt and summarize  Out spoken
 Business like

Work Style
 Works in priority order Responsiveness
 Does all things at Once  May appear Pushy
 Intense driven  Reserved and cautious
 Generates ideas  Can appear Preoccupied
 Functional organized
 Likes change
How to recognize the EXPRESSIVE
Talking Body Language
 “I want…”  Leans forward
 State commands  Uses a lot of facial expression
 Loud and fast  Good Eye contact
 Gets easily excited  Lots of Gestures

Communication Style
Listening Pattern  Animated, excitable
 Listens well and reacts to what you are saying, talks a lot  Comes a little strong
 Informal & casual

Work Style
 Unstructured, likes freedom Responsiveness
 Lots of people interaction  Open and warm
 Makes list of people to call and places to
goEnthusiastic and animated
 Has a lot of interesting items and gadgets Enjoys the conversation
 Bores easily
 Jumps from one to another
Client Performa
Profile-1: Discuss Your
Pitch Demographic
Age Gender Profession Geography Family Other
Background

Customer’s Need: ______________________

Psychographic

Activities Interests Opinions Attitudes Values

Customer’s Want: ________________________

 Demographic
Age Gender Profession Geography Family Background Other
34 Female Business South Mumbai Single daughter of working  Qualification: Mcom,
Parents MBA
(Salon-Biz)  Marital Status: Single
 Father- Ret. with BARC
 Mother- Govt. School Yoga
Teacher

Psychographic
Activities Interests Opinions Attitudes Values
Socialize, Love to be Ardent Traveller- Political view Go getter, High  Self –Discipline
invited in parties, Minimum 2 aspirations in life,  Committed to her
Shopaholic International Trips every Independent family and business
year
Client Details – Risk & Investment profiling
 CLIENT RISK PROFILE QUESTIONNAIRE

Financial Advisor: Asset Managers

Client’s Name :
1. What is your Investment Horizon ? How long can you keep your money invested in the market before needing access to it ?

a) Up to two years
b) Two and 3 years
c) Three and Five years
d) Five And Ten years
e) Ten years and more

2. How well do you understand investing in the markets?

f) I have basic understanding of investing. I understand the risks and basic investment concepts like diversification
g) I have an amateur interest in investing. I have invested earlier on my own. I understand how markets fluctuate and the pros and cons of different
h) investment classes
i) I am an experienced investor. I have invested in different markets and understand different strategies. I have my own investment philosophy
j) I am a novice. I don’t understand the markets at all

3. My current and future income sources (example salary, business income, investment income etc.) are
k) Very unstable
l) Unstable
m) Somewhat stable
n) Stable
o) Very Stable
 4. From the following 5 possible investment scenario, please select the option which defines your investment objective?
a) I cannot consider any Loss
b) I can consider Loss of 4% if the possible Gains are of 10%
c) I can consider Loss of 8% if the possible Gains are of 22%
d) I can consider Loss of 14% if the possible Gains are of 30%
e) I can consider Loss of 25% if the possible Gains are of 50%

5. If your investment outlook is long‐term (more than five years), how long will you hold on to a poorly performing portfolio before cashing in?

a) Not hold & cash in immediately if there is an erosion of my capital

b) I’d hold for 3 months
c) I’d hold for 6 months
d) I’d hold for one year
e) I’d hold for up to two years
f) I’d hold for more than two years.

6. Volatile investments usually provide higher returns and tax efficiency. What is your desired balance?
a) Preferably guaranteed returns, before tax efficiency
b) Stable, reliable returns, minimal tax efficiency
c) Some variability in returns, some tax efficiency
d) Moderate variability in returns, reasonable tax efficiency.
e) Unstable, but potentially higher returns, maximising tax efficiency.

7. If a few months after investing, the value of your investments declines by 20%, what would you do?
a) Cut losses immediately and liquidate all investments. Capital preservation is paramount.
b) Cut your losses and transfer investments to safer asset classes.
c) You would be worried, but would give your investments a little more time.
d) You are ok with volatility and accept decline in portfolio value as a part of investing. You would keep your investments as they are.
e) You would add to your investments to bring the average buying price lower. You are confident about
your investments and are not perturbed by notional losses.
8. Which of these scenarios best describes your “Risk Range”? What level of losses and profits would be comfortable with?

Worst Year
Select Choice Best Year
a) Investment A 1% 15%
b) Investment B ‐5% 20%
c) Investment C ‐10% 25%
d) Investment D ‐14% 30%
e) Investment E ‐18% 35%
f) Investment F ‐21% 40%

Below is the score‐card that we will use to determine your risk profile, which in turn shall determine your asset allocation mix.

Question no: A B C D E F Score

1 1 2 3 4 5 ‐
2 1 2 3 4 ‐ ‐
3 1 2 3 4 ‐ ‐
4 1 2 3 4 5 ‐
5 1 2 3 4 5 6
6 1 2 3 4 5
7 1 2 3 4 5 ‐
8 1 2 3 4 5 6‐
Total
Score Grid
Scor • You are an investor who is prepared to accept lower returns with lower levels of risk in order to preserve your capital. The
negative effects of taxation and inflation will not be concern to you, provided your initial investment is protected. As a
e conservative investor, you might expect your portfolio to be allocated up to 15% in growth assets, with the remainder in
Grid defensive assets.
06 -
17
Scor • You are an investor who would like to invest in both income and growth assets. You will be comfortable with calculated risks to
achieve good returns; however, you require an investment strategy that adequately deals with the effects of inflation and tax.
e As a moderate investor, you might expect your portfolio to be allocated up to 35% in growth assets, with the remainder in
Grid defensive assets.
18 -
27
After having arrived at the
Scor • You are an investor who is comfortable with a high volatility and high level of risk in order to achieve higher returns over long ratings under “Investment
e term. Your objective is to accumulate assets over long term by primarily investing in growth assets. As an aggressive investor Risk Profile Types” and in
Grid you might expect your portfolio to be allocated up to 65% in growth assets.
consideration of your
28 - investment objectives –
37 Which profile you prefer the
most and if you want to
• You are an investor who is comfortable with a higher level of risk in order to achieve potentially higher returns. Capital
Scor security is secondary to potential wealth accumulation. As a high growth investor, you might expect your portfolio to be
share any inputs on the
e allocated < 65% in growth assets over long term. same do enter in the
Remarks column.
Grid
> 38
Client Investment Details
Client Name ::

Monthly Expenses % of Salary ::

Investing in this product from last --- years

Products Sub-Categories
<=2 Years >=5 Years <= 10 Years >= 20 Years

Equity Mutual Funds Five.

Equity

Equity Stocks
C&C & options
PMS
AIF

Bank & Corporate FD

Bonds
Debt Debt Mutual Funds
SGB
PF

Life
Insurance
Health
Client Meeting Process
 1 . Say Hi/Hello –
Meet & Greet

2. Build Rapport

Client
Meeting
3.Identifying the Client &
Process Need

4. Product Presentation

6. Objection Handling/
5. Close – Close - Close
Clarifying Doubts (If Any)
Say Hi/ Hello : The first 30 Sec and the first 16 words
 Meet & Greet.
 “Salutation – Say Hello Sir or Take the Name of Customer. Use Mr. Last Name or
Name. (With Smile )

 Greet(wish) the Customer.

 Good Morning – Till 11.59 AM
 Good Afternoon – From 12.00 Noon to 3.59 PM
 Good Evening – From 4.00 PM to 00.00 Midnight

 Self Introduction
 Present your Visiting Card while introducing yourself to the Customer.
(Note - Carry Blank Cards and mention your name and No. on the cards)
 I am Shumail from Motilal Oswal.
Rapport Building : Create a comfort zone Between
You and the Customer
Always ask for a glass of water at any client’s place.

This will give you some time to settle down.

This also gives you some time to observe.

Do not try to guess financials status by seeing the mobile phone brand.
How will you Build Rapport with Mr. Sachin Tendulkar
 What will be your first line?

 Would you like to start with

 Good morning Sir

 Its my pleasure to meet you

 I am very that I got this opportunity to meet you

 Treat your customer like a celebrity. Because customer is king

How will you listen to Mr. APJ Abdul Kalam
 How many of you would like to listen to Dr. A. P. J. Abdul Kalam Video?

 Listen to your customer to learn from him/her.

 Use words that he/she has used.

 Listen with concentration and do not interrupt until the customer has
finished speaking

 Gather Information and appreciate. This will make your client trust in
you.
Dream life like Dhirubhai Ambani
 How many of you would like to follow the dream in your life like the Legendary
Dhirubhai Ambani.

 Appreciate client for what he/she is doing over a period of time in his/her professional
or personal life.

 Ask a friendly question to show your interest and enthusiasm.

 Listen with concentration and do not interrupt until the customer has finished speaking

 Gather Information and appreciate. This will make your client to trust in you.
How
X` to treat your each client
Potential customer Impulsive Customer
The Potential Paul Impulsive Iggy

Loyal customer Discount customer

Loyal Larry Discount Dan

New customer
New Neil