REQUIRED KNOWLEDGEampSKILLS

Knowledge requirements include

product and service knowledge

introductory knowledge of the finance industry business communication and business law

knowledge of customer relations

customer service

companys manner of dealing with complaints

knowledge of relevant legislation and potentialactual impact on information requested or provided

sales techniques

knowledge of organisations policies and procedures in regard to customer service and sales

Skills requirements include

communication skills

interpersonalrelationship building skills

negotiation skills

referral skills

recording skills

problem solving skills

selling skills including listening questioning matching needs confirming sale

EVIDENCE GUIDE

Assessment of performance requirements in the unit should be undertaken in an industry context The Evidence Guide identifies the critical aspects knowledge and skills to be demonstrated to confirm competency for the unit Competency is demonstrated by performance of all stated criteria including the Range Statement applicable to the workplace

Overview of assessment requirements

To achieve competency in this unit a person must be able to demonstrate

ability to interact with customers explain the organisations products and services and provide options based on the customers needs in line with relevant legislation regulations and industry codes of practice

ability to refer the customers to other appropriate sections of the organisation if required

Critical aspects of evidence

Evidence required for demonstration of consistent performance

Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment

Deliveryassessment relationship to other units

This unit may be assessed on its own or it may be assessed with other units that cover related skills and knowledge

Evidence is most relevant when provided through an integrated activity which combines the elements of competency for the unit or a cluster of units of competency

Assessment requirements

Method of assessment

For valid and reliable assessment of this unit evidence should be gathered through a range of methods to indicate consistent performance

Assessment of this unit of competence will usually include observation of processes and procedures oral andor written questioning on underpinning knowledge and skills and other methods as required

Context of assessment

This unit may be assessed at work in a simulated work environment or a combination of these two approaches

Resources required for assessment

Assessment of this unit of competence requires access to workplace document policies and procedures computers and other office equipment

Communication and interpersonal skills may include:

Customer needs may include:

Organisations products and services may include:

Legislation, regulations may include:

Documentation may include: