※Translated with Notion AI. (Plus version)
In recent years, major Japanese securities companies have been intensifying their telephone sales targeting the “petit affluent” segment.
This move aims to acquire new wealthy clients by reducing direct face-to-face sales and shifting towards more efficient communication methods.
However, there are concerns that such telephone-based sales inevitably lead to troubles with customers.
As someone with over 30 years of experience in Western investment banks, I can’t help but feel a sense of crisis about the current situation.
The customer psychology of “profits are expected, but losses are the salesperson’s fault” is an unavoidable issue in the Japanese securities industry, where face-to-face sales remain deeply rooted.
Salespeople often provide only favorable information to encourage customers’ investment decisions, which may improve sales performance in the short term but also increases the risk of losing customer trust in the long run.
Misunderstandings in communication frequently lead to “he said, she said” disputes, with complaints particularly concentrated when the market reverses.
The securities industry urgently needs education to improve customer literacy and deepen risk awareness.
This will be key for the true evolution of securities sales and resolving friction between customers and sales staff.
Furthermore, in Japan, there are many investors who seek support because they “want to talk to someone,” “are unsure about their decisions,” or “can’t understand even after reading.”
By building a sales model that prioritizes trust relationships, the financial industry should be able to reduce troubles with customers and foster a healthier market environment.
Today, everywhere we look, there’s a storm of scandals and whistleblowing.
Aren’t we just receiving the surface-level news while being overwhelmed by the flood of information?
This time, based on two predicted accidents in financial transactions, we will examine the risks that significantly impact our judgments, investments, and lives.
This content is particularly important for securities company executives and individual investors to be aware of.
Part 1: “The Blind Spot of Recording in the Financial Industry”