Manage customer visits

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver FNSBNK406, 'Manage customer visits'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Manage customer visits' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare for customer visits

1.1 Contact customers who may require mobile banking services from referrals or analysis of customer records

1.2 Access and evaluate details of current customer banking business to assess their status in accordance with organisational policy and procedures

1.3 Schedule suitable time for customer visit and confirm meeting venue

1.4 Gather relevant product and service information in readiness for customer

2. Establish customer mobile banking needs and match with services

2.1 Determine customer mobile banking needs using questioning and active listening

2.2 Consider suitable services that match customer needs and clearly explain features, characteristics and benefits

2.3 Use sales aids as required

3. Respond to customer queries and non-verbal signals

3.1 Use gestures, posture, body language, facial expressions and voice modulation to create supportive environment

3.2 Use open-ended questions to identify customer preferences and respond using persuasive communication techniques to maintain interest

3.3 Identify and address any customer resistance or objection to products and services offered by using appropriate strategies

4. Formalise customer service requirements

4.1 Confirm agreement to mobile banking services

4.2 Negotiate and settle conditions of mobile banking services

4.3 Complete and process necessary documentation in accordance with organisational policy and procedures

4.4 Identify opportunities for cross-selling other products or services

4.5 Advise customer of follow-up services to be provided and thank politely when meeting is closed


Qualifications and Skillsets

FNSBNK406 appears in the following qualifications:

  • FNS41210 - Certificate IV in Mobile Banking
  • FNS41010 - Certificate IV in Banking Services
  • FNS41011 - Certificate IV in Banking Services
  • FNS41211 - Certificate IV in Mobile Banking
  • FNS41811 - Certificate IV in Financial Services
  • FNS42015 - Certificate IV in Banking Services
  • FNS41815 - Certificate IV in Financial Services