6. Do you deliver the service you promised?
Did your customers have the same expectation?
Do you do this everytime and under all
conditions?
Is your service timely, consistent, accurate and
dependable?
RELIABILE
7. Do your staff have the right knowledge and skills
to deliver the service you promised?
Are they respectful of the customer?
Do they convey trust and confidence?
ASSURANCE
8. Does your office including facilities look neat and
tidy at all times?
Equipment that you and your employees use look
attractive?
Communication material used by yourself and
your staff is appropriate at all times?
TANGIBLES
9. Do you have a caring attitude towards your
customers?
Do you provide individualised attention to
customers?
Is your communication with customer clear and
appropriate?
EMPATHY
10. Are you willing to help the customer, provide
prompt service and resolve problems
satisfactorily even when there is no revenue
visible?
RESPONSIVENESS
12. The Client Relationship: What do they Want?
64%
61%
56%
Keeps my best Returns my A strong
interests at heart calls promptly 45% performance
48% track record
Helps me develop
Keeps me regularly overall investment
informed about strategy and asset
performance allocation
Source: SIA 2003 Investor Survey
13. Trust Develops When the Salesperson is:
Candid
Customer Dependable
OrientedTrust
Compatible
Expert
14. Trust Builders
The salesperson knows what he/she
needs to know. The salesperson and
Expert
his/her company have the ability and
resources to get the job done right.
Buyers can depend on the
Dependable salesperson. The salesperson
keeps his/her promises.
15. Trust Builders
The salesperson’s presentation is fair
Candid and balanced.
The salesperson truly cares about the
Customer
Oriented partnership. The salesperson will go
to bat for the customer.
16. Trust Builders
Compatible
The buyer likes doing business with
the salesperson. The buyer likes
doing business with the
salesperson’s company.
17. How do you communicate trustworthiness
Knowledge Industry
Technology Company
Possible
Competition Knowledge Product
Bases
Market/ Price/
Customer Promotion
Service
18. How do you communicate trustworthiness
Ethics refers to free and fair conduct of
individuals and institutions of which they
are a part.
Clearly Ethical Clearly
Wrong Dilemma Right
19. Deceptive Practices Illegal Activities
Exaggerate Misuse Company
Withhold Assets
Deceive Defraud
Hustle Con
Scam
Bluff
Pushy
Hard Sell
Fast Talking
High Pressure
Non-Customer-Oriented Behavior
