Being prepared helps you make the most of every client conversation. Whether a client is reviewing their mortgage, looking at protection or asking about a will, this toolkit brings together the forms, guides and resources you may need.

Before each meeting, check that you have access to the relevant documents and familiarise yourself with the resources available. Having everything to hand will help you:

• Ask the right questions and understand the client’s circumstances.

• Identify needs beyond their initial enquiry.

• Explain the available services clearly and confidently.

• Gather the information needed to progress their case.

• Arrange a referral where specialist advice is required.

You won’t need every document at every appointment. The aim is to be ready when the conversation changes, so you can help the client take the next step without unnecessary delays.

Before every meeting: check your toolkit, test your access and be ready for the conversation.