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Evidence Guide: FNSBNK406A - Manage customer visits

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

FNSBNK406A - Manage customer visits

What evidence can you provide to prove your understanding of each of the following citeria?

Prepare for customer visits

  1. Customers that may require mobile banking services are contacted from referrals or an analysis of customer records
  2. Details of current customer banking business are accessed and evaluated to assess their status in accordance with organisational policies and procedures
  3. A suitable time for the customer visit is scheduled and the meeting venue confirmed
  4. Relevant product and service information is gathered in readiness for the customer
Customers that may require mobile banking services are contacted from referrals or an analysis of customer records

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Details of current customer banking business are accessed and evaluated to assess their status in accordance with organisational policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

A suitable time for the customer visit is scheduled and the meeting venue confirmed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Relevant product and service information is gathered in readiness for the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish customer mobile banking needs and match with services

  1. Customer mobile banking needs are determined using questioning and active listening as required
  2. Suitable services are considered that match customer needs and the features, characteristics and benefits clearly explained
  3. Sales aids are used as required
Customer mobile banking needs are determined using questioning and active listening as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suitable services are considered that match customer needs and the features, characteristics and benefits clearly explained

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sales aids are used as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer queries and non-verbal signals

  1. Gestures, posture, body language, facial expressions and voice modulation are used to creative a supportive environment
  2. Open-ended questions are used to indentify customer preferences and responded to using persuasive communication techniques to maintain interest
  3. Any customer resistance or objection to the products and services offered is identified, probed and addressed by appropriate strategies
Gestures, posture, body language, facial expressions and voice modulation are used to creative a supportive environment

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Open-ended questions are used to indentify customer preferences and responded to using persuasive communication techniques to maintain interest

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Any customer resistance or objection to the products and services offered is identified, probed and addressed by appropriate strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Formalise customer service requirements

  1. Agreement to mobile banking services is confirmed
  2. Conditions of the mobile banking service are negotiated and settled
  3. Necessary documentation is completed and processed in accordance with organisational policies and procedures
  4. Opportunities for cross-selling of other products or services is identified
  5. Customer is advised of follow-up services to be provided and thanked politely when the meeting is closed
Agreement to mobile banking services is confirmed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conditions of the mobile banking service are negotiated and settled

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Necessary documentation is completed and processed in accordance with organisational policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Opportunities for cross-selling of other products or services is identified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is advised of follow-up services to be provided and thanked politely when the meeting is closed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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:

maintain current knowledge of mobile banking products and services available to customers

arrange meetings and create rapport with customers to meet their mobile banking needs

close and secure service agreements.

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 mobile banking services 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 and adhering to processes and procedures in workplaces or role plays

verbal or written questioning on underpinning knowledge and skills

accessing and validating third party reports.

Guidance information for assessment

Required Skills and Knowledge

Required skills

well-developed communication skills to:

determine and confirm customer requirements, using questioning and active listening as required and avoiding unnecessary industry jargon

provide advice on and negotiate appropriate mobile banking services to customers

liaise with others, share information, listen and understand

use language and concepts appropriate to cultural differences

literacy skills for:

analysing information on mobile banking services to ensure appropriateness to customer needs, currency and accuracy

reading and interpreting documentation from a variety of sources and recording, gathering and consolidating financial information

completing relevant documentation

numeracy skills to make financial calculations and accurately analyse, record and store financial data in accordance with organisational requirements

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

organisational skills, including the ability to arrange meetings and plan and sequence work

Required knowledge

organisational policy and guidelines related to mobile banking services and products

overview of similar products available in the industry, their characteristics and conditions

relevant financial document details including:

brochures

fact sheets

selling techniques

verbal and non-verbal communication signals and techniques

Range Statement

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.

Mobile banking services may include:

accessing account information such as balances by mobile text

blocking lost or stolen cards

advising on location of ATMs

making transactions:

transfers

payments

withdrawal/deposits at banking agents.

ordering:

cheque/deposit books

mini-statements

receiving alerts on account activity

status of stop payment on cheques.

Organisational policies and procedures may include:

administrative and clerical systems

privacy and security requirements and protocols

product and account and service range

range of responsibility.

Features, characteristics and benefits of mobile banking services may include:

convenience

effective use of customer time

instant information

out of business hours access

security.

Sales aids may include:

brochures

examples of benefits

in-house publications

policy statements

video demonstrations.

Customer resistance or objections to offered services may be:

concerns on security of information

cost

no perceived need

previous service dissatisfaction

timing

uncertainty about benefits.

Appropriate strategies to respond to customer resistance may include:

assertive messages

checking perceptions

cost recalculation

denial of issue:

direct

indirect

trial service period.

Documentation to provide mobile banking services for a customer may include, but is not limited to:

computer and manual application forms

disclaimers

disclosures

written advice.