What the two-day programme covers
Day 1: AIDA, ALPHA, Storytelling and Protection Planning
1. AIDA and ALPHA for Bancassurance
Connect the customer’s decision process with the adviser’s conversation structure. Use AIDA—awareness, interest, decision and action—and ALPHA—Attract, Leverage, Present, Handle and Action—to identify the next helpful move.
Practice activity: Map anonymised conversation cards to both frameworks, identify missing questions or checks and rebuild the conversation.
2. Concept Selling Through Stories
Turn an abstract protection issue into a clear, relevant story. Use the structure of situation, concern, consequence, response and choice while keeping explanations truthful and proportionate.
Practice activity: Convert a technical protection message into a 60-second story, with feedback on clarity, relevance and respect for customer choice.
3. Life Stages and Customer Needs
Explore how events such as starting work, building a family, buying a home, caring for parents or preparing for retirement may affect protection priorities. Use these clues as reasons to ask questions rather than assume a need.
Practice activity: Review anonymised customer profiles, identify missing facts and plan neutral questions about responsibilities, commitments and current coverage.
4. Protection Planning and Product Matching
Consider dependants, income, financial commitments, existing coverage, affordability and time horizon. Use approved planning rules and needs calculations to decide whether to match, refer, gather more information or make no sale.
Practice activity: Complete needs and coverage worksheets for four life-stage cases and explain the evidence behind each decision.
Day 2: Risk Stories, Customer Questions and Action
Opening practice: Concept Selling Clinic
Bring together AIDA, ALPHA, the story structure, life-stage fact-finding and protection matching. Refine one personal behaviour through peer feedback.
Practice activity: Build a conversation for a new customer case, from the opening story to a needs-linked protection response.
5. Explain Risk Through Balanced Stories
Use stories to explain how income interruption, living costs and estate or legacy considerations may affect the customer’s stated priorities. Discuss possible consequences and solution limitations without exaggeration or fear-based pressure.
Practice activity: Rehearse a two-minute income, family or legacy risk story, with feedback on accuracy, balance and checking understanding.
6. Handle Bancassurance and Unit Trust Questions
Clarify whether a concern relates to information, suitability, affordability, timing or readiness to decide. Practise acknowledging, exploring, responding and checking understanding using approved information.
Practice activity: Respond to bancassurance and unit trust concern cards through timed role plays, with feedback on clarity, accuracy and customer choice.
7. Agree a Voluntary Next Step
Choose an appropriate action based on the customer’s readiness and eligibility. This may include an approved application, further fact-finding, a referral, follow-up or no action.
Practice activity: Complete a full bancassurance conversation role play and document the agreed action, owner, timing, required documents and consent.
