Required skills

welldeveloped communication skills to

determine and confirm customer requirements using questioning and active listening as required

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

welldeveloped interpersonal skills to establish rapport with customers

research and analysis for

accessing interpreting and managing product information

conducting a market analysis

problem solving skills to identify any product or service issues that have the potential to impact on the small business customerservices and develop options to resolve these issues when they arise

literacy skills for analysing information and products to ensure appropriateness to customer needs currency and accuracy

IT skills for accessing and using appropriate software such as databases and using internet information

organisational and time management skills to sequence tasks meet timelines and arrange meetings

Required knowledge

customer motivations needs and wants

financial products and services and their benefits and applications

legislation and regulation relevant to the area including

Financial Services Reform Act FSRA

Privacy Act

company law

Trade Practices Act

market research techniques

organisational systems policies procedures and protocols

principles of small business engagement and portfolio management

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to

analyse and segment the small business market and identify effective and commercially successful products to meet the varying needs of the market segments

construct effective communications campaigns and monitor their success

meet key performance indicators for small business engagement and business growth

Context of and specific resources for assessment

Assessment must ensure

competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment technology software and consumables

access to financial services product information

access to organisational policies and practices for providing services to small business customers

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples in combination are appropriate for this unit

evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency

observing processes and procedures in workplaces or role plays

verbal or written questioning on underpinning knowledge and skills

setting and reviewing workplace projects and business simulations or scenarios

accessing and validating third party reports

Guidance information for assessment

A segmentation analysis of the small business market may be based on:

Small business segment environment may reflect:

Processes to track customer segment needs and wants include:

Customer usage patterns may be defined by:

Product and services for small businesses may include:

Communication strategies and vehicles used with small business customers may include:

Performance indicators may include: