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 FNSBNK406A, '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 |
1. Prepare for customer visits | 1.1. Customers that may require mobile banking services are contacted from referrals or an analysis of customer records 1.2. Details of current customer banking business are accessed and evaluated to assess their status in accordance with organisational policies and procedures 1.3. A suitable time for the customer visit is scheduled and the meeting venue confirmed 1.4. Relevant product and service information is gathered in readiness for the customer |
2. Establish customer mobile banking needs and match with services | 2.1. Customer mobile banking needs are determined using questioning and active listening as required 2.2. Suitable services are considered that match customer needs and the features, characteristics and benefits clearly explained 2.3. Sales aids are used as required |
3. Respond to customer queries and non-verbal signals | 3.1. Gestures, posture, body language, facial expressions and voice modulation are used to creative a supportive environment 3.2. Open-ended questions are used to indentify customer preferences and responded to using persuasive communication techniques to maintain interest 3.3. Any customer resistance or objection to the products and services offered is identified, probed and addressed by appropriate strategies |
4. Formalise customer service requirements | 4.1. Agreement to mobile banking services is confirmed 4.2. Conditions of the mobile banking service are negotiated and settled 4.3. Necessary documentation is completed and processed in accordance with organisational policies and procedures 4.4. Opportunities for cross-selling of other products or services is identified 4.5. Customer is advised of follow-up services to be provided and thanked politely when the meeting is closed |