Identify the needs of customers in the insurance industry

Die Bedarfe von Kundinnen und Kunden in der Versiche­rungs­wirtschaft ermitteln
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Total time 60 minutes

This e⁠-⁠training focuses on the importance of target-oriented questions in client counselling. An essential part of counselling is the structured assessment of needs, and the GVZ method can be helpful here. Participants learn how to apply questioning techniques in the customer interview and how to conduct a successful needs assessment.


Target group

  • Intermediaries and advisors who are active in the distribution of insurance products and employees who assist in brokering or advising on insurance products.

Learning objectives

  • Understanding the identification of individual client needs as a central element in the counselling process

  • Be able to ask the right questions to better understand clients and identify their individual needs in a structured and accurate way

  • Use different types of questions to help clients reflect on their needs and make decisions.

  • Provide customers with customised offers following a detailed needs analysis


Providing clarity
Focusing on customer satisfaction
Analyzing situations
Identifying needs
Showing caution

Authoring tool



Animated illustrative videos
Enacted scenes
Transfer tasks
Key messages
Knowledge Check
Interactive elements
Moderated video lectures
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