Course Title: Provide appropriate services, advice and products to clients

Part A: Course Overview

Program: C5343 Diploma of Financial Planning

Course Title: Provide appropriate services, advice and products to clients

Portfolio: BUS Portfolio Office

Nominal Hours: 150

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.


Course Code




Learning Mode

Teaching Period(s)


City Campus


650T Vocational Business Education

Face-to-Face or Internet

Term2 2016,
Term1 2017,
Term2 2017,
Term1 2018,
Term2 2018

Course Contact: Callie Harvey

Course Contact Phone: +61 3 9925 5772

Course Contact Email:

Course Description

This unit describes the skills and knowledge required to create rapport with clients, identify and analyse their needs, objectives and financial situation, and identify and present appropriate solutions, including completing and maintaining necessary documentation and providing after sales service.

It applies to individuals working within enterprises and job roles who are required to advise on Australian Securities and Investments Commission (ASIC) Tier I products such as term deposits and personal, sickness and accident insurance products.  Work functions in the occupational areas where this unit may be used are subject to regulatory requirements. Refer to the FNS Implementation Guide Companion Volume or the relevant regulator for specific guidance on requirements.        

Pre-requisite Courses and Assumed Knowledge and Capabilities


National Competency Codes and Titles

National Element Code & Title:

FNSIAD501 Provide appropriate services, advice and products to clients


1. Create rapport with clients

2. Identify client needs, objectives and financial situation

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

4. Present appropriate solutions to clients

5. Negotiate effectively

6. Complete and maintain necessary documentation

7. Provide after sales service

Learning Outcomes

Overview of Assessment

In order to achieve competency in this unit, you must provide:

Performance Evidence

Evidence of the ability to:

  • provide advice to clients that complies with relevant legislation, regulations and industry codes of conduct
  • use organisational tools such as fact finders
  • present appropriate solutions to the client after identifying and analysing client needs, objectives and financial situation
  • complete and maintain necessary documentation and provide after sales service.

Knowledge Evidence

To complete the unit requirements safely and effectively, you must:

  • outline the range of financial products available in the industry
  • explain key requirements of industry codes of practice and relevant legislation and regulation affecting the industry
  • describe investment and savings vehicles, financial markets, asset classes and investment characteristics
  • explain investment risk factors and relationship to return expectations
  • explain options, strategies and solutions suitable for typical client situations and profiles
  • outline the principles of effective negotiation
  • describe the internal and external issue resolution processes
  • list the requirements related to the disclosure of capacity
  • explain the general impact of relevant economic, taxation and social security policy on the client’s financial needs
  • outline the role of the:
    • adviser
    • organisation
    • broker (if relevant).

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the industry advice field of work and include access to:

  • common office equipment, technology, software and consumables
  • financial services product information.  

You are advised that you are likely to be asked to personally demonstrate your assessment work to your teacher to ensure that the relevant competency standards are being met.


Feedback will be provided throughout the semester in class and/or online discussions. You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed. Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.

You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.