Course outline

• Introduction

• Definitions and client classification
• The customer categories 
• Market counterparties 
• Intermediate customers 

• Retail clients

• Professional clients
• Professional clients by nature
• Professional clients by size
• Eligible counterparties

• Private customers

• The scope for flexibility  
• Expert private customers
• Large business customers
• Agreeing a higher level of protection 
• Application of the customer classification system
• European developments
• Developing a Sales Process Classification
• Costs and benefits 
• Summary of the proposed customer categories
• Application of conduct of business rules to customer categories
• Asking & preparing quotations the right Questions
• Clients that may be treated as professionals upon request
• client consent according to classification
• The consequences of client classification

• Retail clients

• Professional clients
• How to close a sale according to classification
• Effective Communication Skills

• Listening skills

• Classification Policy for the clients of the Group
• Suitability and appropriateness test

Who can benefit?

• Sales & sales support personnel