How to improve
Explore a dedicated article for each question featured on the Elevation dashboards. Each one includes clear, practical advice to help you understand your score and take meaningful steps to improve it.
Would you still be able to make a claim on your insurance if you don’t keep up your payments?
When clients answer this question incorrectly or say "Not sure", it often signals a gap in understanding the basic mechanics of how insurance works pa...
Who will own the house after you move into long term care or pass away?
This question reveals how clearly clients understand the long-term implications of their equity release plan particularly around home ownership and in...
What would happen to your mortgage payment if your lender’s interest rates increased today?
Understanding how changes in interest rates affect mortgage payments is essential for clients to feel in control and make informed decisions. This gui...
What is your understanding of whether your investments could fall in value?
This question gets to the heart of whether your clients truly grasp one of the most fundamental concepts in investing: risk. When clients respond with...
What happens at the end of your full mortgage term? (e.g. after 25 years)
Clients should clearly and confidently know whether or not they’ll have a lump sum to repay at the end of the mortgage term If too many clients are ...
Can a change in interest rates impact how much you or your estate needs to pay in relation to the equity release?
This question tests whether your client truly understands one of the most important and often overlooked implications of equity release: how interest ...
Which best describes your conversation with {{first_name}}?
Establish Rapport. Rapport extends beyond small-talk. Finding genuine common ground to talk about which connects you to your client. Beware starting...
Can a change in interest rates impact how much you or your estate needs to pay in relation to the equity release?
How confident are you that you understand the impact of your personal circumstances on your policy?
This question gets to the heart of how clearly you’ve helped the client connect their life situation to what they’re covered for—and what they’re payi...
When taking out your mortgage did you clear any debts with the money raised? (e.g. credit cards or personal loans)
Would you let {{first_name}} / their firm know about personal challenges (e.g. bereavement, health issues, relationship difficulties)?
Starting your conversations Establish Rapport. Rapport extends beyond small-talk. Finding genuine common ground to talk about which connects you to y...
Has {{first_name}} asked you to refer / recommend them to people you know?
Rather than “I build my business on recommendations – please can I have one” change to “I’d love to help others as I’ve helped you – can you think of ...
How easy was it to share documents with your adviser / their team?
Make sharing as simple as possible Technology can make sharing documents simple so it may be time to re-evaluate the ways your firm is comfortable sha...
How responsive was the adviser / their team?
Set expectations How & where. Tell your client how it’s best to contact you. Would you prefer them to: - Call the office and leave a message - Email ...
Did you ever have to chase the adviser or their team to get things done through the process?
Set expectations Timescales. Ensure you’ve covered the likely timescales of the process with your client. Anchoring. It’s better to slightly overest...
How would you describe the discussion of priorities in your life other than the mortgage/remortgage (e.g. family plans, business aspirations, retirement)?
Start with your client, not the mortgage Establish Rapport. Rapport extends beyond small-talk. Finding genuine common ground to talk about which conn...
Which of these best describes how you felt coming out of the meeting?
Focus on goals, not products Goal focused. Linking a product to your client’s goal being achieved gives them the reassurance that their goal is going...
How confident are you that {{first_name}} has the right level of knowledge to get the best possible mortgage for you?
Hot off the press. To appear knowledgeable, you need to be up to date with what’s being reported in mainstream media. It’s easy to get all your infor...
Did {{first_name}} let you know when you can expect the different stages of the process to be completed?
Break the process into stages By breaking the process into distinct stages, you make it easier to visualise and therefore understand. Whilst you can d...
How did your understanding of the topic(s) you discussed change in your discussion with {{first_name}}?
Simplify your explanations Layman’s Terms. The ability to take a complicated concept and simplify it down is incredibly valuable. The simpler the exp...
Did {{first_name}} send a follow-up email promptly following the session?
Follow up! Follow up email. Send a follow-up email after your meetings – simple as that! Your email helps re-confirm your conversation with your clie...
In what circumstances would you recommend {{first_name}} to a family member, friend or colleague?
Show how you’ve helped achieve your client’s goals Establishing clear goals. Understanding client’s motivations and establishing real goals that you c...
Who normally initiates communication between you and {{first_name}}?
Regular touch points Checking in. Give clients a call with no agenda other than to see if they’re OK and if they need anything or have any questions....
How well do you understand how {{first_name}} would help you achieve your goal(s)?
Clearly define goals Understanding motivators. Ensure you’ve got your client’s real goal and the motivation behind it. Question superficial goals to ...
Did you discuss your reasons for wanting to pursue your goal(s)?
Starting the conversation Establish Rapport. Rapport extends beyond small-talk. Finding genuine common ground to talk about which connects you to you...
How were your personal circumstances discussed as part of the process?
Establish Rapport. Rapport extends beyond small-talk. Finding genuine common ground to talk about which connects you to your client. In each interact...
Did you discuss the risks associated with getting a mortgage?
When explaining risks, relate them to the client’s own circumstances, using elements from their lives to illustrate the situation. No-one thinks that ...
What topics do you discuss in your sessions with {{first_name}}?
Establish Rapport. Rapport extends beyond small-talk. Finding genuine common ground to talk about which connects you to your client. In each interact...
How comfortable did you feel discussing sensitive personal information through the process?
Establish Rapport. Rapport extends beyond small-talk. Finding genuine common ground to talk about which connects you to your client. In each interact...
How do you pay for your adviser's services?
Confidence in your structure. Be confident explaining your costs and charges - very few clients shop around or choose an adviser based on their fee. ...
How confident are you that {{first_name}} found you the most suitable insurance / protection policy for you?
To find the most suitable policy for your client, you need to understand: Their present situation Their preferences What they’re trying to achieve (pr...
How confident are you that you are on track to achieve the goals you are working towards with {{first_name}}?
Understanding motivations. Establishing your client’s real goals and the motivation behind them is vital to getting your client to buy into the value...
How would {{first_name}} earn money from working with you?
Confidence in your structure. Be confident explaining any explicit costs as well as how you’ll get paid from lenders up front. Obviously don’t start ...
To what extent were your 5-10 year plans taken into account in selecting the mortgage?
It’s important to clearly establish your client’s goals. This is much broader than the mortgage they’ve come to talk about, but what they’re hoping to...
How confident are you that you understand the potential disadvantages of {{first_name}}'s recommendations?
Emphasise importance. From your initial conversations, emphasise that your communications will include important information, which may be time sensi...
How do you engage with the correspondence you receive from {{first_name}} and/or their firm?
Emphasise importance. From your initial conversations, emphasise that your communications will include important information, which may be time sensi...
How confident are you that you understand the potential disadvantages of {{first_name}}'s recommendations?
Connect to emotions. Ask your client to visualise what would happen if something didn’t go according to plan. How would they feel? By getting them to...
How do {{first_name}}’s fees work?
Confidence in your structure. Be confident explaining your costs and charges - very few clients shop around or choose an adviser based on their fee. ...
Did you discuss the risks associated with getting a mortgage?
When explaining risks, relate them to the client’s own circumstances, using elements from their lives to illustrate the situation. No-one thinks that ...
Between scheduled meetings, in what circumstances would you contact {{first_name}}?
Explain & Repeat. Assuming your ongoing service allows unlimited contact, ensure this is explained and emphasised at outset. Repeat it in each subseq...
How did {{first_name}} earn money from working with you?
Confidence in your structure. Be confident explaining any explicit costs as well as how you’ll get paid from lenders up front. Obviously don’t start y...
How did {{first_name}} and their firm earn money from working with you?
Confidence in your structure. Be confident explaining any explicit costs as well as how you’ll get paid up front. Obviously don’t start your conversat...
How confident are you that you’re on the most suitable mortgage for you?
Understand your client’s goals To find the most suitable mortgage for your client, you need to understand: Their present situation Their preferences W...
How often do you and {{first_name}} speak?
Checking in. Give clients a call with no agenda other than to see if they’re OK and if they need anything or have any questions. This makes you more ...