exams sat between 1 September 2013 - 31 December 2014

7.6 Explain what situations should be referred tosomeone with higher authority8. Understand the sales process8.1 Explain the difference between processing ordersand selling8.2 Describe the stages that lead to a sale8.3 Explain the difference between advised and nonadvisedsales8.4 Describe the key characteristics in successful faceto-faceand telephone selling8.5 Explain how telephone selling differs from otherselling methods8.6 Explain the preparation and structure of atelephone selling call9. Know how to increase sales activities9.1 Explain how to obtain sufficient information fromcustomers to support sales9.2 Describe how to make links between informationprovided by customers and products to create salesopportunities9.3 Describe how to communicate the features andbenefits of products to customers9.4 Explain how to identify cross-selling and upsellingopportunities9.5 Explain how to develop customer loyalty andretention10. Know the main regulatory and legalrequirements applicable to theapplication of insurance business10.1 Explain the role of the Financial Conduct Authority(FCA) and Prudential Regulation Authority (PRA)in the authorisation, supervision and regulation ofinsurers10.2 Explain the principles of Treating Customers Fairly(TCF)10.3 Describe the FCA’s requirements in relation tohandling complaints10.4 Describe the services provided by the FinancialOmbudsman ServiceReading listThe following list provides details of various publicationswhich may assist with your studies. Periodicals andpublications will be of value in ensuring candidates keepup to date with developments and in providing a widercoverage of syllabus topics. Any reference materials citedare authoritative, detailed works which should be usedselectively as and when required.Note: The examination will test the syllabus alone.The reading list is provided for guidance only and is notin itself the subject of the examination.CII/Personal Finance Society members can borrow mostof the additional study materials below from KnowledgeServices. CII study texts can be consulted from within thelibrary. For further information on the lending service,please go to www.cii.co.uk/knowledge.CII study textsCustomer service in insurance. London: CII. Study text IF9.Additional readingFactfiles and other online resourcesThe regulation of general insurance and protectionbusiness. Tony Wiltshire, rewritten and updated by IanYoungman. London: CII Knowledge Services. Updated asnecessary. Available online (CII/Personal Finance Societymembers only) via www.cii.co.uk/knowledge.The Financial Ombudsman Service and general insurance.Peter Tyldesley, Saira Paruk. London: CII KnowledgeServices. Updated as necessary. Available online viawww.cii.co.uk/knowledge (CII/Personal Finance Societymembers only).Efficiency tactics within the insurance industry(forthcoming May 2013). Ian Searle. London: CII KnowledgeServices. Updated as necessary. Available online viawww.cii.co.uk/knowledge (CII/Personal Finance Societymembers only).A useful guide to sales. Pansophix. Available online viawww.cii.co.uk/knowledge (CII/Personal Finance Societymembers only).A useful guide to customer services. Pansophix. Availableonline via www.cii.co.uk/knowledge (CII/Personal FinanceSociety members only).Reference materialsDictionary of insurance. C Bennett. 2nd ed. London:Pearson Education, 2004. Also available online(CII/Personal Finance Society members only) viawww.cii.co.uk/knowledge/resources.Published April 2013 3 of 4© The Chartered Insurance Institute 2013