Knowledge
What agents demonstrate in assessment answers.
Identifies the risk in the knowledge question.
Evidence
before
training.
Capability assessment for brokerage sales and retention desks.
Find out what your desk needs to work on before you book training.
English and Arabic. Role-based access for consultants, brokerage leaders and managers.
A KPI shortfall is not a training brief.
Your desk numbers show where results fall short. To choose training, you also need to know which skills need work.
KPI: key performance indicator.
See how it worksAssess capability.
Decide what needs work.
Read the assessment findings alongside your desk's KPIs.
Give each development priority a reason.
Keep the evidence visible as you decide what to work on.
Illustrative example: how evidence informs a development prioritySales · Product and risk knowledge
Scenario judgement
How agents respond to assessment scenarios.
Omits a risk explanation in the scenario response.
Self-perception
How agents see their own capability.
Reports confidence in explaining risk.
KPI evidence
Business context alongside capability findings.
First-time deposit (FTD) conversion below the desk's target for two months.
Context, not causeDevelopment priority
Practise explaining product risk clearly.
Supported byScenario judgementSelf-perception
KPI evidence: context, not cause.
The knowledge response identifies risk, while the scenario response omits its explanation. The proposed development work concerns explaining risk clearly.
An illustrative development decision, not a calculated output.
Illustrative example, not a product report or an agent result.
The lenses do not share a scoring scale. KPI evidence gives context; it does not explain the cause.
Retention / Client review
Illustrative example: how evidence informs a development priority
Knowledge
What agents demonstrate in assessment answers.
Identifies information relevant to a client review.
Scenario judgement
How agents respond to assessment scenarios.
Gives a general response without referring to the scenario's client history.
Self-perception
How agents see their own capability.
Reports difficulty with dormant-client reviews.
KPI evidence
Business context alongside capability findings.
Dormant-client reactivation below the desk's target this month.
Context, not causeConsultant's development decision
Practise a client review using the account history.
The proposed work is a client review that uses the account history. Neither KPI shortfall establishes its cause.
Supported by Scenario judgement + self-perception
Reassess after the development work
This example is not a product report or an agent result. The priorities are illustrative development decisions, not calculated outputs.
Different desks.
Different capability questions.
Assess the work each role is expected to do.
Illustrative assessment topics for Sales and Retention desks.
- Product and risk knowledgeSales
- DiscoverySales
- Objection handlingSales
- Ethical next stepsSales
- CRM disciplineSales
- Relationship managementRetention
- Client reviewRetention
- Engagement signalsRetention
- Value reinforcementRetention
- Re-engagementRetention
- Difficult conversationsRetention
- Responsible communicationRetention
If your agents cover both roles, start the walkthrough with how your desk is organised.
CRM: customer relationship management.
Evidence for the people guiding development.
Access reflects each person's role and assigned scope.
Illustrative responsibilities by role.
| Role | What they see and manage |
|---|---|
| Consultant | Assessment and development programmes. |
| Brokerage leader | Teams and evidence within their authorised scope. |
| Manager | Assigned agents and their development. |
Agents' knowledge, scenario responses and self-perception form part of the assessment evidence.
Reassess after the development work.
Follow capability across the development cycle.
Assess
Assess the relevant role competencies.
Identify gaps
Identify strengths and competency gaps.
Prioritise against KPIs
Choose development priorities alongside your desk's KPIs.
Develop
Use the priorities to guide targeted development.
Reassess
Assess capability again after development.
Track
Follow assessment findings, development work and desk numbers over time.
Before you plan an assessment.
Start with the desk's needs and the evidence you want to review.
What does the assessment examine?
It assesses knowledge, scenario judgement and self-perception for brokerage Sales and Retention roles. Read the findings alongside your desk's KPIs to choose development priorities.
How is this different from call review?
Call review examines real interactions. JLM360 adds knowledge assessment, scenario judgement and self-perception. A scenario response is not an observation of a live call.
Can we use it with existing training?
JLM360 supports training needs analysis and reassessment after development. The walkthrough can cover how those stages relate to the development work you already run.
Is Arabic supported?
Yes. JLM360 supports Arabic and English. Tell us your desk's working language when you request a walkthrough.
Who can see the records?
Access is role-based. Consultants manage programmes, leaders review evidence within their authorised scope, and managers follow assigned agents.
Does an assessment confirm regulatory compliance?
No. Your Compliance and Legal teams must validate your brokerage's requirements, regulated wording and conduct thresholds. Capability assessment does not replace that review.
Start with the desk you have.
Tell us which desk you lead, your working language and what training decision you need to make. We'll show how an assessment would run on your desk, then discuss the scope.
A description is enough; please do not send client records, agent records or call recordings.