Hide captions (Ctrl+Alt+C) Show captions (Ctrl+Alt+C) definition Enter full-screen (Ctrl+Alt+F) Exit full-screen (Ctrl+Alt+F) finish locked video captions full-screen video mute video pause video picture-in-picture play video playback speed video settings Open video volume Mute (Ctrl+Alt+M) next Next (Ctrl+Alt+.) pause play Playback speed previous Previous (Ctrl+Alt+,) replay resources search Settings Skip Navigation. Hit enter to return to the slide. slide progress submit submit all %count% of %total% item visited %count% of %total% items visited step %count% of %total% Unmute (Ctrl+Alt+M) Transcript visited volume Close Move window Options Resize window Accessible text Toggle accessible text Action Alt Background audio Toggle background audio Bio Check to include Clear and return to Menu Close Captions Toggle captions Comma Continue Ctrl Definition Start Course Please rotate your device Enable keyboard shortcuts Exit Filter FINISH Toggle full-screen Glossary Keyboard Shortcuts Keyboard shortcuts Start Course Captions Off On Normal Video Playback Settings Playback Speed close video settings More info Mute / unmute NEXT Next Menu Period Normal Playback Speed Play / pause PREV Previous hour hours minute minutes second seconds Question List Question mark Replay Resources Restart Resume Search... Search in: Search Results Search Send an email Shift Shortcut List keyboard shortcuts Sidebar Toggle Slide Text Learn More To watch this video, use the preview feature in Storyline 360, upload your published output to a server, publish to Review 360, or switch to static video quality. Streaming video is unavailable for local playback. SUBMIT Submit SUBMIT ALL Terms audio camera moved down camera moved left camera moved right camera moved up %count% of %total% %count% of %total% visited hotspot Use the w, a, s, and d keys to move around the 360 degree image. Press the tab key to jump to interactive markers and hotspots. 360 degree image interaction free exploration mode guided tour mode next previous label marker pause audio pause video play audio play video progress progress %total% item %total% items video video volume Toggle zoom to fit CC Autoscroll Notes Show timestamps Resume autoscroll Select track Transcripts Zoom to fit Continue <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Welcome to Customer Discovery.
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="In this module, we’ll explore the questions to ask and the customer information you should capture that may impact the advice you provide and the recommendations you make."> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="At TD, we offer a wide range of financial solutions to suit the diverse investment needs of our customers. Customers expect us to provide the most appropriate recommendation of products and services to help them achieve their financial needs.
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="Before you can provide personalized advice and make investment recommendations to customers, you should have a clear understanding of their needs, as well as the factors that impact their investment decisions. "> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="These factors include their investment need, personal and financial circumstances, investment knowledge and risk tolerance"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="."> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="There are 5 factors that impact a customer’s investment decisions. They include their needs, personal circumstances, financial circumstances, investment knowledge, and risk tolerance. "> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="23" SpacingBefore="0" SpacingAfter="10"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Every conversation with customers should start with understanding their investment needs"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text=", which can vary from saving for education, a major purchase, and/or retirement.
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="This information helps us determine the questions we should ask to further understand their needs and informs us of the actions they may have taken thus far to achieve them."> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Customers have different types of investment needs and timelines to achieve them. 
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="Most customers can clearly express their needs: for example, “I want to buy a house” or “I want to save for retirement.” What they are usually unsure about is how to achieve them. 
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="It's important that customers are as specific as they can be about what they are trying to achieve. You play an important role in helping them to clarify three things:
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Style LeadingMargin="13" FirstLineMargin="0" ListLevel="0"> <ListStyle ListType="Bullet" BulletChar="•" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="what it is they want to do, 
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Style LeadingMargin="13" FirstLineMargin="0" ListLevel="0"> <ListStyle ListType="Bullet" BulletChar="•" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="how much money they should save and,
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Style LeadingMargin="13" FirstLineMargin="0" ListLevel="0"> <ListStyle ListType="Bullet" BulletChar="•" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="in what time frame they want to achieve this goal. 
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="With this information, you and your customers can create a plan to help measure the achievement of their needs."> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="23" SpacingBefore="0" SpacingAfter="10"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="You will now be presented with a series of cards containing questions. You will select the key questions to ask Jasmine to gather the information you need to provide personalized investment advice."> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="23" SpacingBefore="0" SpacingAfter="10"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="There are no correct or incorrect choices. However, the questions you ask, will impact the quality of information you gather and your ability to understand your customer and their needs. 
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="23" SpacingBefore="0" SpacingAfter="10"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Asking the right questions, will help you uncover better information in less time."> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="It's important that customers are as specific as they can be about what they are trying to achieve.
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="In other words, you play an important role in helping them identify three things:
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Style LeadingMargin="13" FirstLineMargin="0" ListLevel="0"> <ListStyle ListType="Bullet" BulletChar="•" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="what it is they want to do, 
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Style LeadingMargin="13" FirstLineMargin="0" ListLevel="0"> <ListStyle ListType="Bullet" BulletChar="•" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="how much money theyshould save, 
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Style LeadingMargin="13" FirstLineMargin="0" ListLevel="0"> <ListStyle ListType="Bullet" BulletChar="•" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="and in what time frame"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="23" SpacingBefore="0" SpacingAfter="10"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="You will be presented with a customer scenario where you will work through the questions that will help you uncover the 5 Factors that impact a customer’s"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text=" investment decisions: "> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="Investment"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text=" Needs, Personal Circumstances, Financial Circumstances, Investment Knowledge, and Risk Tolerance."> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="In this scenario, you are an advisor scheduled to meet with a new customer named Jasmine McTavish.
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="Jasmine is 23 years old. She is single and currently lives with her parents.
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="Let's work through the questions you can ask to uncover the information you'll need to help Jasmine make her investment decisions."> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Select the best three "> <Style FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="(3)"> <Style FontIsBold="True" FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text=" questions to ask the customer to gather the information you require."> <Style FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Asking questions regarding the customer’s personal circumstances helps us determine how much money they have to save and their ability to take on risk. 
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="Customers with dependents typically have more expenses, whereas empty-nesters tend to be savers with fewer expenses."> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="
" /> </Block> <Block /> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Let’s look at an example:
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="A customer who is 23 years old, single, and without dependents, could have a greater ability to bear risk than a married, 40-year-old with two high school aged children. However, this is not always the case. That same 25 year old could be saving for a short term goal and require the funds in the next 2 or 3 years making their risk tolerance more conservative. 
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" CustomTabStops="" LineSpacingRule="Multiple" LineSpacing="23" SpacingBefore="0" SpacingAfter="10"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="You should regularly monitor and confirm your customer’s personal circumstances because they may change and require adjustments to their investment plan to ensure the customer remains on track"> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="."> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Let’s continue the conversation with Jasmine and work through the questions you can ask to uncover the information you’ll need that will impact her investment decisions."> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Select the best three "> <Style FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="(3)"> <Style FontIsBold="True" FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text=" questions to ask the customer to gather the information you require."> <Style FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Understanding a customer's financial circumstances helps to determine the amount of money they can commit to saving and the level of risk they can afford. 
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="To understand a customer's financial circumstances, you need to look at their net worth and cash flow."> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="
" /> </Block> <Block /> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Net worth is the difference between total assets and total liabilities. Having a net worth statement offers you a more complete financial picture of your customer. It provides you with opportunities to deepen customer relationships by following up with them regarding assets and liabilities at other financial institutions. It also paints a picture of where they are now and what you can do to help them meet their investment needs.
"> <Style FontIsBold="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="The level of net worth is an important measure of yearly progress, an indicator of future financial health, and provides an indication of their ability to bear risk."> <Style FontIsBold="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="
"> <Style FontIsBold="False" /> </Span> </Block> <Block /> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="A customer's ability to save depends on cash flow, which is the amount of money coming in from employment and other income sources and the amount of money going out to pay bills and expenses. 
"> <Style FontIsBold="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="Key elements of any budget include cash inflow and cash outflow. "> <Style FontIsBold="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="
"> <Style FontIsBold="False" /> </Span> </Block> <Block> <Span Text="
"> <Style FontIsBold="False" /> </Span> </Block> <Block /> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Let’s continue the conversation with Jasmine and work through the questions "> <Style FontIsBold="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="you can ask to uncover the financial circumstances information you’ll need "> <Style FontIsBold="False" FontIsItalic="False" FontIsUnderline="False" FontIsStrikeout="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="that will impact her investment decisions."> <Style FontIsBold="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="
"> <Style FontIsBold="False" /> </Span> </Block> <Block> <Span Text="
"> <Style FontIsBold="False" /> </Span> </Block> <Block> <Span Text=""> <Style FontIsBold="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Select the best five "> <Style FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="(5)"> <Style FontIsBold="True" FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text=" questions to ask the customer to gather the information you require."> <Style FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Before you can provide an investment recommendation, you need to gauge your customer’s level of investment knowledge.
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="To better understand your customer’s level of investment knowledge, ask general questions about the customer’s current investments. For example, understanding why they chose those products and how familiar they are with the various available products will help you make an investment recommendation. "> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Select the best three "> <Style FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="(3)"> <Style FontIsBold="True" FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text=" questions to ask the customer to gather the information you require."> <Style FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Before you can provide customers with an investment recommendation you need an understanding of their risk tolerance. 
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="People who are willing to assume risk are typically referred to as risk tolerant whereas those that cannot tolerate risk are called risk averse.
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="A person’s risk tolerance is dependent on their emotional ability to take on risk, their personal and financial circumstances, investment Knowledge and their time horizon."> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="People who are willing to assume risk are typically referred to as risk tolerant whereas those that cannot tolerate risk are called risk averse. 
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="A person’s risk tolerance is dependent on their emotional ability to take on risk."> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Let’s continue the conversation with Jasmine and work through the questions you can ask to uncover the information you’ll need that will impact her investment decisions."> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="
" /> </Block> <Block /> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Select the best three "> <Style FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="(3)"> <Style FontIsBold="True" FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text=" questions to ask the customer to gather the information you require."> <Style FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="As our customers age, some may have difficulty managing their finances and have a limited understanding of what to do with their investments. How you interact with seniors may be different from how you interact with other investors. You may need to meet with these customers more regularly, discuss and reinforce their needs at every meeting, and provide more information about their investments in a manner that is easier to comprehend. You should also be aware of their demeanor – do they seem confused or forgetful – this can impact their ability to make investment decisions.
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="Senior customers may rely on family members or others to assist them with their finances. If you have concerns that these persons are not acting in the best interest of the customer, report this to your People Manager."> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Time horizon is the length of time a customer expects to hold their investment.
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="It is felt that younger investors can assume more risk because they have a longer time horizon for investing. For example, a 30-year-old saving for retirement can be more aggressive than a 55 year old who expects to retire in 10 years. 
"> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> <Block> <Span Text="A 30 year old couple saving for a down payment to buy a house in two years has a short time horizon for their investments and therefore would typically have a much lower risk tolerance than if they were saving for retirement. "> <Style ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Select the best four "> <Style FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="(4)"> <Style FontIsBold="True" FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text=" questions to ask the customer to gather the information you require."> <Style FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Span Text="Select the best three "> <Style FontIsItalic="False" ForegroundColor="dk1,00" LinkColor="dk1,00" /> </Span> <Span Text="(3)"> <Style FontIsBold="True" FontIsItalic="False" ForegroundColor="dk1,00" 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