The third part is perhaps something that erm, we find a little more difficult, I do  found that er number two, number three and number four if you weren't careful blends very much into one another and actually then part three as far as I'm concerned actually putting across the benefits  is really the main part I think  and that really is putting into everyday English what we know as professionals as in technical terms, cos if you go and talk to somebody  whatever it is, they haven't got a clue  we have, we talk about it all the time and I think the biggest criticism of the insurance industry as a whole is the fact that you don't talk to people in English and that's why it's got such a  foot in the door  and I think the third part for me really is the most important part of the sales process, relating our cock-ups in English, the benefits  the client.