here’s the good news : opportunity growth better client relationships

Here’s the good news:

Account Opening

Time of Transaction

Annually

PreparationRunway

Requirements Implementation Date

Now*

• Regular quarterly account statements or monthly if requested• Provide clients with 60 days notice of new or increased operating charges• RDI must contain a complete description of operating and transaction charges

July 15th, 2013

2013*• Pre-trade disclosure of all charges• Enhanced content of trade confirmations• Additional Benchmark Information

July 15th 2014

2014*• More thorough account statements• Position cost information July 15th, 2015

2015*• DSC information on trade confirmation• Report summary on charges and other compensation• Performance Reporting: money-weighted basis

July 15th, 2016*All requirements are ongoing

DEVELOP BETTER CLIENT RELATIONSHIPS

Interpersonal Excellence

Business Development

Client Engagement

Practice Management

Technical Expertise

Team & Self Development

Advisor Success

Framework

Adapted from: Deloitte. The future of financial advice

Interpersonal Excellence

Business Development

Client Engagement

Practice Management

Technical Expertise

Team & Self Development

Advisor Success

Framework

Better Client Relationships

Adapted from: Deloitte. The future of financial advice

Greater TrustStronger Leadership

Your Value PropositionCentres of Influence

Deeper DiscoveryNurturing Relationships

Interpersonal Excellence

Business Development

Client Engagement

Practice Management

Technical Expertise

Team & Self Development

Advisor Success

Framework

Adapted from: Deloitte. The future of financial advice

Interpersonal Excellence

Business Development

Client Engagement

Practice Management

Technical Expertise

Team & Self Development

Advisor Success

Framework

Adapted from: Deloitte. The future of financial advice

The old conversations are not enough

Deep discovery ≠ fact finding

Goal of conversations:

TalkDiscoverConnect

Interpersonal Excellence

History and Values

Goals

Relationships

Income & Assets

Process

Interests

Source: Adapted from CEG Worldwide

Interpersonal Excellence

Parents: careers & influence

Employment history

First memory of money

Spending habits

Defining moments

Most important thing about money

Time when most satisfied with financial position.

Beliefs about money: how it’s earned and saved/spent

Attitude towards money Most important relationship

Relationships with parents/extended family

Working relationships

Community relationships

Current financial advisor/plan

Current lawyers, accountants,etc.

Attitude towards advice

Homes, cottages, etc.

Bank Accounts

Investments

Insurance

Liabilities

Income

Personal goals for right now

Family goals

Worries & concerns which could impact goals

Best accomplishments to date

Future spending habits

Retirement & Inheritance planning

History & ValuesRelationships

Advisors

Assets, Liabilities & Insurance

Goals

Interpersonal Excellence

Client

Source: Adapted from CEG Worldwide

Interpersonal Excellence

Attitudes Lifestyles Opinions

Your clients:

Holistic Strategic

Your service offering:

Customized

Interpersonal Excellence

Source: CSI – What Affluent clients want

state PlanningFIL Eaterlife nsurance amily

Wealth Planning

Transition/Career Planning

Pension

CPP/OAS

Premature Death

Disability

Critical Illness

Asset Protection

Children Parents

Living Expenses

Caregiving

Will/POA

Beneficiaries

Business Succession

Charities

Education

Start in life

Tax Strategies

Living Expenses

Client

Portfolio construction

Investment management

Advisor

Interpersonal Excellence

state PlanningFIL Eaterlife nsurance amily

Wealth Planning

Transition/Career Planning

Pension

CPP/OAS

Premature Death

Disability

Critical Illness

Asset Protection

Children Parents

Living Expenses

Caregiving

Will/POA

Beneficiaries

Business Succession

Charities

Education

Start in life

Tax Strategies

Living Expenses

Towill Family

Portfolio construction

Investment management

Advisor

Interpersonal Excellence

www.ci.com/pd

Source: adapted from CEG Worldwide – Mastering Conversational Marketing

Nurturing

Develops relationship over time with multiple conversations

Provides strategic solutions to maximize impact

Qualitative

Interpersonal Excellence

Healthy aging: fitness over 50

Retirement success: non-financial

Life transitions

DivorceEldercare

Sudden wealthBereavement

Second marriage

Topic Ideas:

Source: Taking on the Role of Lead Advisor – Knowledge @ Wharton

Interpersonal Excellence

Source: Manse Capital UK

Interpersonal Excellence

Interpersonal Excellence

Business Development

Client Engagement

Practice Management

Technical Expertise

Team & Self Development

Advisor Success

Framework

Adapted from: Deloitte. The future of financial advice

Trust = Credibility + Reliability + Intimacy Self-Orientation

Source: Trusted Advisor Associates 2007

Client Engagement

C R IS

Trust =(worthiness)

Source: Trusted Advisor Associates 2007

Client Engagement

Credibility

Reliability

Intimacy

Incorporate client testimonials

Explain your process

Deliver on what you say you will do

Go above and beyond

Ask high value questions

Make clients feel comfortable to share

Trust = C + R + I

S

Client Engagement

Source: Trusted Advisor Associates 2007

Trust = C + R + I

S

Focus on the client’s wellbeing

Spend more time listening than talking

Realize that perceptions matter

Self-Orientation

Client Engagement

Source: Trusted Advisor Associates 2007

Motivate your clients to have

a plan

Demonstrate your expertise & knowledge

Take concrete steps to

implement their plan

Have a positive vision for your clients’ future

Client Engagement

+

+

+

=

Client Engagement

www.ci.com/pd

Interpersonal Excellence

Business Development

Client Engagement

Practice Management

Technical Expertise

Team & Self Development

Advisor Success

Framework

Adapted from: Deloitte. The future of financial advice

CLIENT’S

MONEY

CLIENT’S

LIFE

Investments

CLIENT’S

MONEY

CLIENT’S

LIFE

Financial Planning

CLIENT’S

MONEY

CLIENT’SLIFE

Wealth Planning

HolisticFinancial Advice

Business Development

Factual information

General advice

Comprehensive advice

Customized Wealth Planning

Source: Deloitte. The future of financial advice

Estate planning

Tax mitigation

Charitable giving

Business succession

planning

Retirement planning

Education planning

Asset protection

Wills and Power of Attorney

Business Development

Things that matter to the client

Value Proposition = Your Brand

Things you do well

Value Proposition

Business Development

www.ci.com/pd

Speak their language

Do your homework

Look for less obvious COIs

Show COIs how to refer you

Keep top-of-mind

Source: Advisor.ca – Closing the Gap

Business Development

Consistent service delivery

Access to specialized expertise

Strong reputation & image

Integrity & personal fit

A long term relationship focused on mutual growth

Business Development

Referrals from lawyers

Referrals from accountants

29%

10%

Referrals from clients

Source: CEG Worldwide – All the right moves

Business Development

57%

Greater TrustStronger Leadership

Your Value PropositionCentres of Influence

Deeper DiscoveryNurturing Relationships

Interpersonal Excellence

Business Development

Client Engagement

Practice Management

Technical Expertise

Team & Self Development

Advisor Success

Framework

Adapted from: Deloitte. The future of financial advice

Conduct the Value Test on top clients

Develop a plan

Prepare your 31-103 approach

Be confident & positive

As a wealth advisor, I… Yes No

1. Spend sufficient time managing my client’s account and contact them regularly with relevant information.

2. Explain my process and why I am recommending a particular course of action.

3. Always make my client feel comfortable speaking about any issue that could potentially impact their planning needs.

4. Have a written service agreement in place spelling out what I am providing.

5. Conduct ongoing deep discovery and provide regular detailed reviews on plans and progress.

6. Provide a comprehensive financial plan customized to my client’s situation that will ensure they meet their financial goals.

7. Give full disclosure of my fees and how I am compensated.

8. Discuss tax mitigation, estate planning, education savings, charitable giving and business succession planning.

9. Deliver personal service and have a deep understanding of my client’s opinions, lifestyle and attitudes.

10. Discuss ongoing strategies to ensure my client will have enough money for their desired retirement lifestyle.

What it means for

your clients

How you are embracing it

Why it’s better for

both of you

What not to say…

“I’m being legislated to tell you how much you pay me.”

“The regulators say I have to provide more information to you than I used to.”

Best phrases…

“I wanted to speak to you about some interesting changes to enhance the level of service we provide.”

“I’m excited to tell you about some adjustments we’ve made to improve your investment experience.”

Existing client relationship 31-103

Without the conversation

Advisor value not demonstrated

The conversation

Existing client relationship 31-103

+

New client relationship

Increased openness

Improved client confidence

Deepened relationships

Advisor value demonstrated

This is an opportunity for you to conduct deeper discovery with clients & nurture them to build loyalty

The impact will be a far greater level of openness & trust with clients leading to stronger, more valued relationships

Advisors who thrive in this new environment will continue to grow by honing their value proposition

& developing productive COI relationships

www.ci.com/pd

Greater TrustStronger Leadership

Your Value PropositionCentres of Influence

Deeper DiscoveryNurturing Relationships

Interpersonal Excellence

Business Development

Client Engagement

Adapted from: Deloitte. The future of financial advice

• Life comes at us fast.• Wealth Planning for LIFE

• Tips for Trust Equation• Leadership workbook

• BRAND workbook

www.ci.com/pd

Advisor Need SolutionClient RetentionRetaining clients and ensuring loyalty

Conquering Client FatigueManaging client fears and emotions in a difficult market

Client Discovery

Uncovering more client needs to provide relevant solutions Client Centric Selling Skills

Understanding clients more deeply to deliver more value

BrandingPositioning your unique brand in a competitive market

Mindful InvestingHelping investors reduce mistakes that lead to bad decisions

New Retirement RealitiesPreparing clients for retirement and reducing their anxiety

Turning up the HeatProviding unique value to HNW clients

Disclaimer

Commissions, trailing commissions, management fees and expenses all may be associated with mutual fund investments. Please read the prospectus before investing. Unless otherwise indicated and except for returns for periods less than one year, the indicated rates of return are the historical annual compounded total returns including changes in security value. All performance data assume reinvestment of all distributions or dividends and do not take into account sales, redemption, distribution or optional charges or income taxes payable by any security holder that would have reduced returns. Mutual funds are not guaranteed, their values change frequently and past performance may not be repeated.

®CI Investments and the CI Investments design are registered trademarks of CI Investments Inc.

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