Course Title: Maintain customer relationship

Part B: Course Detail

Teaching Period: Term1 2009

Course Code: MKTG5750C

Course Title: Maintain customer relationship

School: 650T TAFE Business

Campus: City Campus

Program: C4210 - Certificate IV in Financial Services

Course Contact : Clem Simonetto

Course Contact Phone: +61 3 9925 5426

Course Contact Email:clem.simonetto@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

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

None

Course Description

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

This unit is delivered and assessed in conjunction with:
FNSICGEN403B Collect, assess and use information which covers the skills needed for obtaining information and presenting it in an appropriate format;
and FNSICCUS401B Deliver a professional service to customers which covers the knowledge and skills needed for understanding, clarifying, and meeting the customers needs and expectations and those functions associated with the provision of quality and professional service to customers.

If you are undertaking this course in Melbourne from semester 2, 2012 onwards your teacher will advise you if you require access to a computer for the course. It is recommended that you have access to a mobile computing device to allow greater flexibility in terms of where you can work on campus outside class times.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

FNSICCUS402B Maintain customer relationship

Element:

FNSICCUS402B/01
Maintain records of customer interaction

Performance Criteria:

1. Customers information is collected and checked with existing records
2. Records of customer interaction are kept up to date
3.Recordsof customer interaction maintained in accordance with organisational procedures and relevant legislation

Element:

FNSICCUS402B/02
Provide ongoing sales service

Performance Criteria:

1. Previous interactions with customer/s are reviewed
2. Steps are taken to determine the customers satisfaction with the product and or service provided
3. Any problems are resolved or referred to relevant personnel
4. Areas where problems occur and information provided to management

Element:

FNSICCUS402B/03
Maintain regular communication with customers

Performance Criteria:

1. Communication is based on information about customers needs
2. Effective regular communication is established with customers
3. Level of communication is appropriate to customer’s requirements


Learning Outcomes



Details of Learning Activities

Theory and practice will be introduced via class lectures. Students will participate in tutorial-based self-directed learning activities that assist them to develop and apply their knowledge and skills in situations they may encounter in a business environment.


Teaching Schedule

Week beginning Topics Assessment tasks Assessment tasks
Week 1 – 9 FebIntroduction to Accounting  
Week 2 – 16 Feb Introduction to Accounting  
 Week 3 – 23 FebIntroduction to Financial Statements/Overview of the accounting system  
Week 4 – 2 MarIntroduction to Financial Statements/Overview of the accounting system  
Week 5 – 9 Mar Introduction to Financial Statements/Overview of the accounting system 
Week 6 – 16 MarClass TestClass Test
Week 7 – 23 Mar Define what constitutes a “bank”, “financial institution”, “customer” and “banking business” 
Week 8 – 30 MarMajor principles governing bank/finance lending decisions 
Week 9 – 6 April Assess the principles and practices of valuing the security support for bank/finance loan 
                                                  Mid Semester Break (Student Vacation) – 9th to 15th April
Week 9 – 13 AprilAssess the principles and practices of valuing the security support for bank/finance loan 
Week 10 – 20 AprilDetail the characteristics of personal lending and other customer facilities 
Week 11 – 27 AprilIndividual assignment - case study exercise Case study exercise
Week 12 – 4 MayConcepts of General Insurance, The Importance of Insurance to Individuals, General Insurance Contracts, The General Insurance Industry in Australia, Insurance Companies, Insurance Brokers and Agents, Regulatory Authorities 
Week 13 – 11 May Insurance Contracts, Utmost Good Faith, Duty of Disclosure, Prescribed contracts, Cancellations and Renewals 
Week 14 – 18 May Insurance Products, Sum Insured, Excesses 
Week 15 – 25 May Taxes & Levies, Stamp Duty, Fine Service Levy (FSL), Goods and Services Tax (GST) 
Week 16 – 1 JuneGroup assignment - case –study exercise 2 Case –study exercise 2
Week 17 – 8 June Feedback on assessment  


Learning Resources

Prescribed Texts

References and Further Readings
• Print-based resources
Students will be provided with a learner’s guide that will include tutorial discussion questions, short answer questions and problem sets, self-directed exercises, some solutions and core notes for each topic.


References


Other Resources

• On-line resources
Students will be provided with on-line resources in the learning hub that include lectures and self-directed exercises, on-line feedback exercises and relevant URL’s.


Overview of Assessment

Assessment tasks will include the following:
1. Class test that require you to use financial information and prepare basic financial reports.
2. An individual assignment that requires you to assess a customer or customers’ financial needs prior to providing the customer with a service based on a financial product commonly delivered by a bank or financial organization.
3. A group assignment that requires you working in groups to research a general insurance product that meets the general insurance, personal and finance needs of a client.

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. Students will be provided with feedback throughout the course to check their progress.


Assessment Tasks

 The assessment will consist of:

1. Class test comprising 20% of the assessment of the unit. It will be conducted in week 6.

2. 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 of financial organization. This will comprise 50% of the assessment for the course.

3. A group assignment requiring students working in groups to research a general insurance product that meets the general insurance, personal and finance needs of a client. This will comprise 30% of the assessment for the course

The student must demonstrate an understanding of all elements of a particular competency to be deemed competent. Assessment methods have been designed to measure achievement of each competency in a flexible manner over a range of assessment tasks.

The final mark is based on all assessment components. Additionally, to receive a pass for this course a student must achieve 50% overall.

This unit is co-delivered and co-assessed with the following units of competency:
ACCT5236C Collect, assess and use information
MKTG5749C Deliver a professional service to customers


Assessment Matrix

 Class TestIndividual case study Group assignment – case study
Maintain records of customer interaction Y YY
Provide ongoing sales service   YY
Maintain regular communication with customers  YY

Other Information

A. This unit is co-delivered and co-assessed with the following units of competency:
ACCT5236C Collect, assess and use ifnromation
MKTG5749C Deliver a professional service to customers

B. Assessment criteria
The following lists the assessment criteria for Topics one and two.

Topic
Introduction to Accounting

Explain what accounting is and why accounting is considered an information system. 
Identify potential users of accounting information 
Discuss the potential information requirements of each user 
Distinguish between internal and external users of accounting information 
Explain the role of accounting in decision-making, planning and control.

Topic
Introduction to Financial Statements

Discuss the definition and purpose of the balance sheet as per the AASB Framework.for the Preparation and Presentation of Financial Statements. 
Define assets, liabilities and equity as per the Framework 
Identify and justify from a list of accounts which accounts are assets, liabilities and equity items 
Distinguish between current assets and non current assets and current liabilities and non current liabilities for a sole proprietor, 
Prepare a classified balance sheet for a sole proprietor from a list of accounts. 
Classify items as asset, liability, equity, revenue or expense. 
From a list of account balances prepare the income statement and balance sheet for a sole proprietor. 
Describe the purpose of the cash flow statement as per the Framework. 
From a list of transactions or summaries of cash payments and cash receipts prepare a simple statement of cash flow 




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