ONLINE MODULE 3:
HAVING ESG CONVERSATIONS WITH CLIENTS
Guide learning hours: TBC
CPD hours: TBC
Module aim: This aims to develop the skills and confidence to conduct face to face ESG conversations with clients
Outcomes
Learning Outcome(s): The learner will be able to:
Learn how to prepare for a meeting/conversation. Develop an awareness of different supplementary fact finding options and tools that enable advisers to identify clients’ areas environmental, social and ethical interest or concern (LO1)
Be able to start a conversation with clients on this area, including introducing core concepts and explaining how clients opinions can be brought into investment decision making
Recognise and be able to discuss any possible trade-offs within and between different issues and financial objectives
Be able to summarise clients ESG / SRI objectives and present recommended products or services
Practice gaining agreement to proceed to next steps
# unit & time
Content
Map to learning objective
1
Discuss different fact finding methods and options (initial and supplementary fact finds, bespoke questionnaires and tools)
LOL 1
2
Practice initiating a conversation about client’s personal opinions, values and ethics introducing the core concepts of ESG & sustainable investment strategies
LO2
3
Confidently answer clients’ ESG questions on core ESG/ethical issues and support their investment journey – know how to handle ‘out of the ordinary’ requests
LOL 3
4
Explore how to proceed if clients aims cannot be met by a single fund or if financial goals do not align to fund options
LOL 3
5
Present appropriate ESG products and / or service to your client – including explaining the business case for sustainability and how well fund meet identified preferences
LOL 4
6
Present recommendations framed in the context of their being part of financial plan (ie not a ‘full close’ but facilitating ‘moving on’)
Morning session: Developing a process & narrative to call your own
# unit & time
Content
Map to learning objective
1.1
Discuss fact finding options and how to research your prospect/client’s views, prepare open, closed and probing questions to explore and fully understand their views. (Determine purpose of meeting and desired outcomes.)
LOL 1
1.2
Use questions and active listening to identify a client’s ESG requirements. Explore managing expectations and blending ESG aims with financial criteria
LOL 2
1.3
Confirm a client’s ESG requirements by summarising their buying needs and interests
LOL 2, LOL 3
1.4
Outline the features and benefits of an ESG products and/or service that meet the customer’s needs
LOL 2, LOL 4
1.5
Gain client commitment that the ESG product and/or services identified meets their needs
LOL 5
1.6
Comply with regulation and your firms internal process
LOL 5
Afternoon session: Putting it into practice
2.1
Refining your process
All LO’s
2.2
Writing your narrative to call your own
All LO’s
2.3
Building your ESG practice
All LO’s
