Sales policy

Committed to innovation and diversification in distribution, the Generali Group adopts a business model that revolves around clients and their needs.

Sales policy

In order to achieve its fundamental goal of customer satisfaction, the Group aims at high-quality products and services that are constantly updated to meet new needs and expectations, as set out in the operational objectives established in the Charter of Sustainability Commitments of the Generali Group. The definition of these commitments demonstrates the Group’s approach to continuous improvement, which also includes the definition of tools to manage relationships with all stakeholders, such as the Code of Conduct. This document defines the rules of conduct for all employees and, as illustrated in the introduction, also applies to third parties acting on behalf of the Group, such as the sales forces.

As illustrated in the Code of Conduct, in relations with all stakeholders, the Group engages in conduct characterised by transparency and correctness, specifically rejecting all types of corruption. Contracts and communication with clients are based on professionalism and cooperation with a view to finding solutions that are most suited to their needs. Information provided to clients must be complete, transparent and comprehensible as for content, costs and any risks of the proposed solutions, so clients can make informed purchasing decisions. When providing the consultancy service, sales staff must also act in the interest of potential clients, making sure that any possible personal gains do not influence their proposals.

Managing relationships with clients is a key part of keeping them satisfied, meaning that sales staff have an important role to play in the promotion and distribution of products. In order to ensure that the sales force receive correct, expert training, courses are regularly organised, including classroom and e-learning activities, which are integrated with prompt communications provided through dedicated tools, such as the internet, intranet, periodic publications and circulars, featuring conduct guidelines on how they should go about their work (for data see the chapter Employees, section Training).

The management teams charged with managing sales networks are responsible for enforcing the application of guidelines and regularly verifying client feedback when conducting routine shadowing activities and random inspections. In the event of irregularities, breaches of conduct rules or non-compliance with the principles of fairness, professionalism and transparency, some Group companies impose sanctions that depend on the gravity of the offence and can include non-payment of bonuses, other measures that increase in seriousness, and even the termination of the mandate.