Sales and Client Retention in the 'New Normal'

Wednesday, 16 June 2021
10:00 am – 11:00 am (UK time)
    • Diane Jenkins BA (Hons), ACII, Chartered Insurance Broker, Associate for Nick Thomas & Associates.


This webinar will provide discussion and advice on Sales and Client Retention in the 'New Normal' - covering the importance of close client relationships, impacts of remote working and methodologies to overcome current economical challenges to maximise opportunities.


  • Understand the importance of close client relationships and trusted adviser status particularly in a hard market and how this may be compromised by more remote working
  • Understand the research on showing challenges for Sellers pre-COVID-19 and in the virtual world.
  • Learn approaches and methodologies to overcome these challenges and maximise the opportunities
  • The importance of social selling
  • Understand the use of ‘perspective’ to exploit the opportunities to break client apathy

Content and Learning

  • Recap Trusted adviser status and a consultative approach
  • The ‘client apathy cycle’ and ‘the age of the customer’
  • Exceptions to the ‘client apathy cycle’ – and the presence of these situations in the current environment
  • Targeting risk takers
  • The importance of exceeding Client expectations and how to do it
  • Bringing perspective and insight to gain client engagement and differentiate from competitors
  • The importance of Social Selling

Speaker Bio

Diane is now a highly respected trainer to the insurance market.

Diane’s strength is in practical application of knowledge with specific specialisms including Business Interruption, Cyber and Property Owners.

She is the Education Secretary and former chairperson of the London Business Interruption Association. She was part of the IIL Advance Study Group - Business Interruption Policy Wordings and has collaborated with the authors of several Business Interruption textbooks.

Diane is a member of the Cyber Insurance Association, and she carries out the insurance cyber policy reviews for Cyber|Decider (

Diane’s work includes delivery as an Associate for Nick Thomas & Associates.

Post Webinar Recording

If you didn’t get chance to attend the Webinar live - you can watch the recording here

CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

1 hour's CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at

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