Course Title: Maintain customer relationship

Part B: Course Detail

Teaching Period: Term1 2008

Course Code: MKTG9298C

Course Title: Maintain customer relationship

School: 650T TAFE Business

Campus: City Campus

Program: C4170 - Certificate IV in Financial Services

Course Contact : Arie Herrnstadt

Course Contact Phone: +61 3 9925 5897

Course Contact

Name and Contact Details of All Other Relevant Staff

Clem Simonetto - Course Co-ordinator for 2008

61 3 9925 54326


Nominal Hours: 25

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.

Pre-requisites and Co-requisites


Course Description

This unit covers the skills needed to maintain an ongoing relationship with customers and retain the business.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

FNSICCUS402A Maintain customer relationship


Maintain records of customer interaction

Performance Criteria:

1. Customers information is collected and checked with existing records<o:p></o:p>

2. Records of customer interaction are kept up to date<o:p></o:p>

3.Recordsof customer interaction maintained in accordance with organisational procedures and relevant legislation


Maintain regular communication with customers

Performance Criteria:

1. Communication is based on information about customers needs<o:p></o:p>

2. Effective regular communication is established with customers<o:p></o:p>

3. Level of communication is appropriate to customer’s requirements<o:p></o:p>


Provide ongoing sales service

Performance Criteria:

1. Previous interactions with customer/s are reviewed<o:p></o:p>

2. Steps are taken to determine the customers satisfaction with the product and or service provided<o:p></o:p>

3. Any problems are resolved or referred to relevant personnel<o:p></o:p>

4. Areas where problems occur and information provided to management

Learning Outcomes

Refer to performance elements and performance criteria.

Details of Learning Activities

Simulated workplace activities, assignments, working in groups, completion of reports and analysis of written work (articles and reports).

Note taking in class, assessing course materials on the learning hub and completion of class questions and exercises.

Teaching Schedule

 Week beginning  Topics  Assessment
 Week 1 – 11 Feb  Define what constitutes a “bank”, “financial institution”, “customer” and “banking business”.  
 Week 2 – 18 Feb  Investigate the legal implications of various types of customer accounts.  
 Week 3 – 25 Feb  Duties and obligations of a banker and a customer arising from the banker/customer relationship.  
 Week 4 – 3 Mar  Major principles governing bank/finance lending decisions.  
 Week 5 – 10 Mar  Assess the principles and practices of valuing the security support for bank/finance loan.  
 Week 6 – 17 Mar  Assess the principles and practices of valuing the security support for bank/finance loan.  
                                                    Easter Break (Student Vacation) – 20th to 26th March inclusive 
 Week 7 – 31 Mar  Case study exercise  Case study exercise
 Week 8 – 7 April  Detail the characteristics of personal lending and other customer facilities.
 Week 9 – 14 April  Concepts of General Insurance, The Importance of Insurance to Individuals, Life ‘vs’ General Insurance, General Insurance Contracts.  
 Week 10 – 21 April  Insurance Contracts, Utmost Good Faith, Duty of Disclosure, Prescribed contracts, Cancellations and Renewals.
 Week 11 – 28 April  The General Insurance Industry in Australia, Insurance Companies, Insurance Brokers and Agents, Regulatory Authorities.  
 Week 12 – 5 May  Insurance Products, Sum Insured, Excesses. 
 Week 13 – 12 May  Product Types and Extensions.  
 Week 14 – 19 May  Taxes & Levies, Stamp Duty, Fine Service Levy (FSL), Goods and Services Tax (GST).  
 Week 15 – 26 May  Case –study exercise 2  Case –study exercise 2
 Week 16 – 2 June Revision 
 Week 17 – 9 June  Written test  Written test

Learning Resources

Prescribed Texts


Other Resources

Prescribed Text/References
Students are required to access the RMIT Learning Hub.

Recommended Texts
Weaver, P.M. Banking and Lending Practice Serendip Publications

Overview of Assessment

Assessment will incorporate a variety of methods: homework and in class exercises, written tests/exam, practical problem solving exercises, presentations and reports. Students are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met.

You will receive ongoing feedback on your progress in the course. Feedback on assessment will be given in a timely manner. You will be informed about how to improve your performance in the competency/course and what you need to do to be deemed competent or to gain a pass in the assessment.

Assessment Tasks

Assessment Tasks

&middot; A case study exercise requiring students to assess a customer or customers’ financial needs prior to providing the customer with a services based on a financial product commonly delivered by a bank or a financial organization. This will comprise 50% of the assessment for the course.

&middot; A written test, closed book, will comprise: multiple choice, written and problem solving questions. This will comprise 50% of the assessment for the course

Students are assessed against all the performance elements of the course and must demonstrate an understanding of all elements to be deemed competent. To receive a pass for this course a student must also achieve 50% overall.

This unit is co-delivered and co-assessed with MKTG9300C Deliver a professional services to customers

Assessment Matrix

 Performance ElementsCase studies


Maintain records of customer interaction yesyes
Provide ongoing sales service yesyes
Maintain regular communication with customers yesyes

Other Information

This unit is co-delivered and co-assessed with MKTG9300C Deliver a professional services to customers

Course Overview: Access Course Overview