Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

FNSSAM301A Mapping and Delivery Guide
Identify opportunities for cross-selling products and services

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSSAM301A - Identify opportunities for cross-selling products and services
Description This unit describes the performance outcomes, skills and knowledge required to identify cross-selling opportunities and sell the identified products or services to customers while providing other services.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit may be applied across all sectors of the financial services industry.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Identify opportunities for cross-selling of products and services
  • A range of communication and interpersonal skills are used to respond to an enquiry, identify customer needs and establish a relationship with the customer
  • Based on understanding of customer needs, further opportunities for providing the customers with additional products or services are identified with further information about the identified products and services accessed if required
       
Element: Promote sales of products and services
  • Benefits and features of additional products or services are explained to the customer clearly and accurately
  • Product knowledge is used to match organisation products or services to the assessed customers' needs and a number of options offered
  • Compliance with relevant legislation, regulations and industry codes of practice of all options developed is checked
       
Element: Refer sales/service to appropriate area
  • When a decision has been reached on sale of the product or service to be provided, documentation relating to the interaction is prepared for processing
  • Customer is informed of the reasons why referral to other personnel is required if this needs to occur
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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 cross-selling opportunities

clearly explain additional products and services that may be beneficial to customers, and provide options based on the customer's 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

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

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 potential/actual impact on information requested or provided

selling techniques

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Communication and interpersonal skills may include:

empathising with customers needs

establishing rapport

listening and questioning techniques

remembering customer details such as name and special interests.

Customer needs may include:

special needs of people from different cultural backgrounds, aged and those with a disability in relation to additional products and services

financial, insurance, banking or other financial services or products.

Organisation products and services may include:

those provided by the organisation such as:

savings

investment

loans

travel

superannuation

insurance

other services.

Legislation, regulations may include:

Australian Competition and Consumer Commission (ACCC)

consumer:

Consumer Credit Code

Privacy Act

secrecy laws

codes of practice

prudential:

Bills of Exchange Act

Cheques and Payment Orders Act

Credit Reference Association of Australia (CRAA)

Electronic Funds Transfer (EFT) Code of Conduct

Financial Institutions (FI) Code

Financial Transaction Reports Act.

Documentation may include:

application forms for opening accounts for products and services.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
A range of communication and interpersonal skills are used to respond to an enquiry, identify customer needs and establish a relationship with the customer 
Based on understanding of customer needs, further opportunities for providing the customers with additional products or services are identified with further information about the identified products and services accessed if required 
Benefits and features of additional products or services are explained to the customer clearly and accurately 
Product knowledge is used to match organisation products or services to the assessed customers' needs and a number of options offered 
Compliance with relevant legislation, regulations and industry codes of practice of all options developed is checked 
When a decision has been reached on sale of the product or service to be provided, documentation relating to the interaction is prepared for processing 
Customer is informed of the reasons why referral to other personnel is required if this needs to occur 

Forms

Assessment Cover Sheet

FNSSAM301A - Identify opportunities for cross-selling products and services
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

FNSSAM301A - Identify opportunities for cross-selling products and services

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: