HANDLING CONCERN | DURING CHALLENGING MARKET

STEPS IN HANDLING CONCERN

ASK QUESTIONS SUMMARIZE AND

1 ACKNOWLEDGE 2 3 RESPOND 4 REASSURE 5
TO CLARIFY ACCENTUATE BENEFITS

STEP 1: ACKNOWLEDGE
Mr. Client: I am sorry for your bad experience I know, it must be difficult for you

It’s good to meet someone who knows the importance of investment

Mr. Client: I undesrtand how you feel When most people panic, we have to stay calm

I’m in your situation, I’m an investor too

REPURCHASE
STEP 5: SUMMARIZE AND
STEP 2: ASK QUESTIONS TO CLARIFY STEP 3: RESPOND STEP 4: REASSURE
ACCENTUATE BENEFITS

• May I know why you want to repurchase now?
• Do you need the money urgently?
• What will happen to your long term plan if you
redeem now?
• If you redeem now, do you think you will be
able to reach your long term goals?
• Do you know that you will be losing your hard
earn money if you repurchase now?
• Mr. Client now is NOT the right time to • Let’s meet up soon to discuss proven • One of the Golden Rule in investment
repurchase. strategies to help to restructure your is to have patience and think long term
• Would you agree that, the market is not in our portfolio. in order to achieve your financial goals.
favour right now? • I will be here supporting you in every
• If you repurchase now, your investment is a way I can.
SURE loss. • Let’s make the right decisions together.
• It’s not fair to lose your hard-earned money.
• Mr. Client if our children are not doing well in
school we don’t just stop them from going to
school right? Your investment is the same Mr.
Client.

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HANDLING CONCERN | DURING CHALLENGING MARKET
ANGRY CUSTOMER
STEP 2: ASK QUESTIONS TO CLARIFY
Mr. Client would you agree with me:
• that the whole world is going through a strain
right now?
• that the market has it’s ups and downs?
NOT KEEN TO TOP UP
STEP 2: ASK QUESTIONS TO CLARIFY
• Mr. Client may I know why you are not keen to
top up at this time?
• Do you still remember that ‘Buying on Dip’ is
one of the Golden Rules when you started
your investments?
• Do you still remember I told you that we
should invest and get more units during a
market dip?
STOP DDA
STEP 2: ASK QUESTIONS TO CLARIFY
• Mr. Client may I know why you want to stop
your DDA?
• Do you still remember the importance of DDA
to achieve your financial goals at the beginning
of your investment?
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STEP 3: RESPOND
• This is a time to stay calm and understand
that it’s a short term event. Market needs
time to recover. Public Mutual has gone
through many market cycles. Equities market
has always come back strong.
• This is actually not a time to be upset but a
time to seize opportunities in a low market
STEP 3: RESPOND
• When stores have discounts we are very
happy to purchase things on discounted
prices. The concept is quite similar. The best
time to top up your investment is right now
when unit prices are low.
STEP 3: RESPOND
• In fact you are the 1st investor requesting to
stop investing.
• Many of my investors take this opportunity to
top up their investments.
STEP 4: REASSURE
• Let’s meet up soon to discuss proven
strategies to restructure your portfolio.
• I will be here supporting you in every
way I can.
STEP 4: REASSURE
• Let’s meet up soon to discuss proven
strategies to help to restructure your
portfolio.
• I will be here supporting you in every
way I can.
STEP 4: REASSURE
• Let’s meet up soon to discuss proven
strategies to help to restructure your
portfolio.
• I will be here supporting you in every
way I can.
STEP 5: SUMMARIZE AND
ACCENTUATE BENEFITS
• One of the Golden Rule in Unit Trust is
we should not time the market. In this
way you will be able to achieve your
financial goals.
STEP 5: SUMMARIZE AND
ACCENTUATE BENEFITS
• When we purchase units at a cheaper
price, we will be able to get more units.
When the market recovers, price
increases and the value of investments
will also increase.
STEP 5: SUMMARIZE AND
ACCENTUATE BENEFITS
• As you know DDA works best during a
volatile market. It helps average the
price. This will help your portfolio to
recover when the market starts
recovering.
HANDLING CONCERN | DURING CHALLENGING MARKET
NOT THE RIGHT TIME TO INVEST
STEP 2: ASK QUESTIONS TO CLARIFY
• May I know when is the right time to invest?
• Is there a right time to invest?
I WILL USE MY i-EPF ACCOUNT TO INVEST ON MY OWN
STEP 2: ASK QUESTIONS TO CLARIFY
• May I know if you have the time to monitor
your investments on your own?
• Mr.Client do you have enough knowledge to
monitor your investment?
I WILL HAVE TO SPEAK TO MY SPOUSE AND GET BACK TO YOU
STEP 2: ASK QUESTIONS TO CLARIFY
• May I know, if you have any questions about
my presentation?
• Is my explanation clear, do you have any
questions ?
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STEP 3: RESPOND
• There is no right or wrong time to invest Mr.
Client. It’s always a good time to invest as
long as we follow the right investment
strategies in Unit Trust.
STEP 3: RESPOND
• Nowadays, we have very limited time with
our family because of our busy working
schedule. Do you still want to spend the time
monitoring your investments or would you
rather spend that precious time with your
family.
STEP 3: RESPOND
• I would like to suggest that we meet again
along with your wife this time. By doing this I
will be able to answer any questions she may
have.
STEP 5: SUMMARIZE AND
STEP 4: REASSURE
ACCENTUATE BENEFITS
• Let’s meet up soon to discuss proven • We will not know what is going to
strategies to help you achieve your goals happen in the future, so by timing the
• I will be here supporting you in every market and waiting for the right time
way I can. to invest, you may lose good
opportunities to grow your money
STEP 5: SUMMARIZE AND
STEP 4: REASSURE
ACCENTUATE BENEFITS
• I am here to give you my time so that • As a UTC I am here to serve you and
you can spend your time with your will work with you so that you are able
family. to achieve your investment goals as
planned.
STEP 5: SUMMARIZE AND
STEP 4: REASSURE
ACCENTUATE BENEFITS
• I am here to support you in any way I • By doing so, we’ll be able to weigh all
can. the advantages and disadvantages.
Plus, you will be in a better position to
make a sound decision.
HANDLING CONCERN | DURING CHALLENGING MARKET
I LOST MY MONEY INVESTING IN UNIT TRUST
STEP 2: ASK QUESTIONS TO CLARIFY
• May I know, if it’s a real loss or paper loss?
• How long did you invest in Unit Trust ?
• Did your previous agent advise you to follow
the golden rules of invesment in unit trust?
MY UNIT TRUST AGENT IS MISSING IN ACTION
STEP 2: ASK QUESTIONS TO CLARIFY
• How long has it been since someone updated
you on your portfolio performance?
• Have you registered for PMO? Can I see your
latest statement?
THE OTHER UNIT TRUST COMPANY’S SERVICE CHARGE IS MUCH LOWER
STEP 2: ASK QUESTIONS TO CLARIFY
• How would you feel if you were a member of
one of the elite clubs?
• Mr. Client, would you buy a ROLEX watch if
you had a chance and be one of the elite to
own a ROLEX?
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STEP 3: RESPOND
• It is actually difficult to lose money in unit
trust, unless the right strategies were not
applied. Application of the golden rules of
investment in unit trust is also very important.
STEP 3: RESPOND
• I would like to sit down together with you and
go through your portfolio report. Let me tell
you how your investment is doing, after that
you can decide what you’d like to do next.
STEP 3: RESPOND
• Premium things in life are a bit more
expensive than normal things. Sometimes we
have to pay slightly more to enjoy better
things in life. As the no.1 company in the
industry, customer satisfaction is important
to us.
STEP 4: REASSURE
• I am here to help you in any way I can.
You can tell me what happened
STEP 4: REASSURE
• I am here to help you in any way I can.
Let me assist you.
STEP 4: REASSURE
• As the representative of the no.1-unit
trust company in Malaysia, I will make
sure that you are well taken care of as
an investor.
STEP 5: SUMMARIZE AND
ACCENTUATE BENEFITS
• By using the right strategies like
Ringgit Cost Averaging, investing for
long term and not timing the market I
will be able to help you grow your
money
STEP 5: SUMMARIZE AND
ACCENTUATE BENEFITS
• Once you know what is going on with
your investment, you can then decide
if you’d like to top up the current funds
or invest in a new fund. The ultimate
objective is for you to achieve your
goals.
STEP 5: SUMMARIZE AND
ACCENTUATE BENEFITS
• Always remember cheap does not
mean better. An important factor to
consider especially when it’s about
investment.