Mastering Client Acquisition
A two-day, practical customer acquisition programme that helps advisers execute Level 3 Customer Acquisition Management with behavioural communication discipline — from the individual conversation to the acquisition system that sustains it.
Twelve modules, from conversation to acquisition system.
-
01
Course Orientation, Acquisition Plans & Objectives
- Programme orientation and TSC mapping
- Components of an acquisition plan
- The Specific Outcome Framework
- Turning objectives into a weekly execution rhythm
-
02
Return on Investment in Acquisition
- Interpreting ROI for acquisition activities
- Conversion measures and cost considerations
- Evaluating acquisition approaches against objectives
-
03
Customer Types & Communication Context
- Recognising customer types
- Visual, auditory and kinaesthetic (VAK) cues
- Rapport calibration
- Communication congruence
-
04
Sources of Potential Customers
- The five acquisition sources
- Advisory and branch-floor contexts
- Matching sources to target segments
-
05
Research, Profiling & Precision Clarification
- Permitted research methods
- Precision Clarification Questioning
- VAK cues during discovery
- Customer-profile data and emerging profiles
-
06
Customer Insights & Targeted Lead Generation
- The observation-to-insight cycle
- Validating patterns before acting on them
- Targeted characteristics, Fit and Readiness
- Calibrated outreach
-
07
Lead Follow-Up
- Follow-up cadence and channel mix
- The acknowledge-and-guide approach
- Keeping momentum without pressure
-
08
Relationship Building
- The relationship lifecycle
- Value touchpoints
- Building trust over time
-
09
Lead Conversion
- Bridging needs to recommendations
- Ethical reframing of genuine concerns with the Customer Concern Bank
- Goal-linked next steps
-
10
Value-Added Services
- Value-adds for individual customers
- Value-adds for SME customers
- Positioning services around customer goals
-
11
Walk-In Retail Commitment
- The five-step walk-in flow
- Linking banking needs to relevant services
- Securing appropriate account-opening commitment
-
12
Improvement Inputs & Programme Consolidation
- Observation → Evidence → Recommendation
- Consolidating outputs into a Client Acquisition Playbook
- Final assessment preparation
- Explain the customer acquisition journey and distinguish prospect engagement from premature selling
- Manage prospecting hesitation and build trust through appropriate behaviour
- Use tonality, client-centred questions, engaged listening and pauses to understand prospect needs
- Connect identified needs to relevant value, formulate a reasonable proposition and guide an appropriate next step
- Construct a flexible Conversation Blueprint, including an appropriate response to initial pushback
- Analyse customer characteristics, acquisition sources and market patterns to identify target segments
- Evaluate acquisition approaches using objectives, conversion measures, costs and ROI
- Develop a structured weekly acquisition plan and a personal Client Acquisition Playbook
Who should attend
Financial planners, relationship managers and bancassurance specialists responsible for acquiring new clients — including retail banking staff on walk-in floor duty.
Request Dates & Fees →Enquire about this programme
Share your details and our team will respond within one business day.
The Fees
This programme is eligible for Institute of Banking & Finance (IBF) funding support for eligible Singaporeans and PRs, subject to IBF criteria.
S$ 3,600
Standard course fee, before subsidies.
S$ 1,800
Singaporeans Aged Below 40 & PRs
S$ 1,080
Singaporeans Aged 40 & Above
Subsidies are subject to IBF approval and eligibility.
Course Evaluation & Assessment
The IBF Standards Training Scheme ("IBF-STS") provides funding for training and assessment courses accredited under the Skills Framework for Financial Services — available for both self-sponsored and company-sponsored individuals.
Accredited & funding-eligible
This course addresses Technical Skills and Competencies (TSCs) under the Skills Framework for Financial Services. Participants are encouraged to access the IBF MySkills Portfolio (ibf.org.sg/myskills-portfolio) to track their training progress and skills acquisition.
You can apply for IBF Certification after fulfilling the required number of TSCs for the selected job role. Find out more at ibf.org.sg/why-be-ibf-certified.
Singapore Citizens or Singapore Permanent Residents, physically based in Singapore, who have successfully completed an IBF-STS accredited course (including passing all relevant assessments and examinations).
Singapore-based Financial Institutions regulated by MAS (licensed or exempt from licensing by MAS), and FinTech firms certified by the Singapore FinTech Association (SFA).
More on funding support: ibf.org.sg/programmes/IBF-STS
Other programmes
View all courses
Client Acquisition
Building Trust, Winning Clients
A practical client acquisition programme built around credibility, structured needs discovery and a relationship-led approach to prospecting, objections and follow-up.
Explore Programme
Client Acquisition
Wealth Advisory Masterclass
Cross-selling, up-selling and complex product advice for Financial Advisory Representatives — delivered with depth, currency and compliance discipline.
Explore Programme
Communication & Behaviour
Understanding Clients Through DISC
A practical introduction to DISC behavioural styles — recognise communication preferences and adapt your engagement to improve rapport and client interactions.
Explore Programme
Ready to bring this programme to your team?
We will walk you through the modules, delivery formats and available dates in Singapore.
- Response
- Within 1 business day
- 8334 8444
- Delivery
- On-site or virtual