Pension enquiries: evaluate actual consultation progress

A pension enquiry can involve several conversations. Your brokerage therefore benefits from a review showing what has actually progressed and what work remains. “Spoken three times” says little about whether a question was answered or the team keeps revisiting the same missing step.

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Set a common review point

Choose an identifiable group of enquiries and a review date. You might compare contacts received during the same period. Record later changes against these cases so that a further consultation is not suddenly counted as a new contact.

A webRichtung enquiry includes pension type, personal objective and decision stage, plus location and contact details in Germany. Preserve that starting point but add the actual conversation history. “Documents available” is a statement in the enquiry; it does not show whether your team has received or discussed them.

For each case, note the latest question clarified and the next agreed step. This reveals progress even when no product decision has yet been made.

Compare three cases with the same number of conversations

Suppose you compare three enquiries with two completed conversations each. They could still be at very different stages of work:

• Initial orientation: the prospect now understands your consultation process. A further appointment on the clarified pension question has been agreed together.
• Existing arrangement: a question about a letter has been narrowed down. Your adviser still owes the promised reply on an outstanding point.
• Offer comparison: both conversations left it unclear which documents were meant. A prepared next step is still missing.

In the first case, joint preparation has progressed. In the second, work rests with your business. In the third, making your document request clearer could help. A shared label of “two consultations” would conceal these differences.

None of these intermediate positions is a confirmed sale. Record an actual business result separately and link it to the same enquiry. A clear decision not to proceed is also a definite outcome for work planning.

Review working time alongside outstanding responsibility

Add the time actually spent on contact, preparation, conversations and follow-up. A question handled later also belongs to the case. If times are missing, label any estimate as an estimate instead of silently presenting it as measured.

Where effort is high, examine what caused it. Was a new question addressed or an unclear request repeated several times? This distinction helps your team improve the process. It neither evaluates a pension product nor justifies cutting short an explanation the prospect wants.

Then review open tasks by ownership. If the prospect awaits your answer, your team needs working time. If a pause was agreed, keep its reason visible. Without this distinction, all open cases look alike despite requiring different next steps.

Use the findings to plan the next purchase

Turn the review into a specific change, such as clearer preparation for discussing documents or more time for promised replies. At the next review date, check whether that particular step works better.

Register your business with webRichtung and prepare the order in webRichtung Customer. Choose an area in Germany, delivery type and monthly cap; you see the current price before ordering. The cap limits regular deliveries without guaranteeing a quantity. Align new enquiries with the follow-up work you can actually manage.

Order pension enquiries and plan your ongoing service