Required skills

communication skills to

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

sell products and services

refer customers and liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

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

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

interpersonal skills to establish rapport with customers and to liaise with other team members

problem solving skills to address customer product or service issues

teamwork skills

organisational skills including the ability to plan and sequence work

Required knowledge

customer relation building techniques

financial products and services offered by or through an organisation

finance industry and organisational policies and procedures

organisational complaints procedures

product knowledge including

the range of products

features of each

interest rates

term

special packages

relevant legislation and potentialactual impact on information requested or provided

selling techniques

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

interact with customers and identify crossselling opportunities

clearly explain additional products and services that may be beneficial to customers and provide options based on the customers needs in line with relevant legislation regulations and industry codes of practice

refer customers to other appropriate sections of the organisation if required

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

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

Communication and interpersonal skills may include:

Customer needs may include:

Organisation products and services may include:

Legislation, regulations may include:

Documentation may include: