ELEMENT

PERFORMANCE CRITERIA

1. Create rapport with client

1.1. Disclosure of capacity to client is consistent with code of practice requirements and client concerns, if any, are identified and responded to appropriately

1.2. Active listening skills are demonstrated in dealings with clients and services explained to them orally or, if necessary, in writing in a clear and unambiguous way, avoiding jargon and in language appropriate to the receiver

2. Identify client's needs, objectives and financial situation

2.1. The client is encouraged to express and clarify their attitudes, views, feelings and objectives

2.2. Relevant personal, financial and business details are collected from the client using an appropriate fact finder

2.3. The client's short-, medium- and long-term objectives and investment risk profile are identified using an appropriate fact finder

2.4. The client's preferences and concerns regarding options are identified using an appropriate fact finder where applicable and priorities identified and agreed upon

2.5. The fact finder is completed in accordance with the code of practice

3. Analyse client's needs, objectives and financial situation to identify appropriate solutions

3.1. All information from the fact find process is used in analysing client needs and determine an appropriate strategy to provide for identified needs and outcomes

3.2. Specialist advice is sought if required to address issues that professional judgement indicates may require further consideration.

4. Present appropriate solutions to client

4.1. Recommendations and features of the client advice record are explained and discussed with the client in a clear and unambiguous way with product knowledge appropriate for the service or advice offered demonstrated

4.2. Impact of key aspects of the recommendations are disclosed in a clear and concise manner to the client and they are guided through the key aspects of the client information brochure prior to signing the proposal

4.3. Requirements to put the recommended program into effect are explained to the client and a copy of the fact finder is provided to the client if requested

4.4. Confirmation is sought from client that they understand the recommendations presented

4.5. The client is assisted to make informed choices using the relevant documentation so that their needs and objectives are addressed consistent with their budgetary constraints

4.6. Agreement in principle to proceed is obtained from the client

5. Negotiate effectively

5.1. Decisions are clearly explained to the client in accordance with company policy and they are assisted to make appropriate decisions regarding solutions to their needs and objectives

5.2. Restraint and composure are exercised when dealing with conflict situations involving clients

5.3. Communication channels are maintained when dealing with complaints and following complaint handling procedures

6. Complete and maintain necessary documentation

6.1. Proposal and other documents are completed and, where appropriate, signed off

6.2. Client records are created or updated

6.3. Contract variations are completed where applicable

6.4. Confirmation including relevant documentation and contract variation is provided to the client and final plan implemented

6.5. Reference material is organised in a form which facilitates the selection of appropriate products to meet client's needs and updated on a regular basis

7. Provide after sales service

7.1. After sales service to be provided is clearly defined, and is communicated to the client and executed as needed

7.2. Fact finder, recommendations and client advice records are periodically reviewed

7.3. Any changes to the client's situation since previous recommendations were made are identified and acted upon at subsequent reviews

7.4. Areas of client dissatisfaction are acted upon in an ethical and timely manner and addresses code of practice requirements