Course Title: Sell financial products and services

Part B: Course Detail

Teaching Period: Term2 2012

Course Code: MKTG6077C

Course Title: Sell financial products and services

School: 650T TAFE Business

Campus: City Campus

Program: C4297 - Certificate IV in Banking Services

Course Contact : Arie Herrnstadt

Course Contact Phone: +61 3 9925 5897

Course Contact Email:arie.herrnstadt@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Nominal Hours: 30

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

There are no pre-requisites to this course but it is co-delivered with:

BSBCUS403A - Implement customer service standards
FNSSAM402A - Implement a sales plan
BSBCUS401A - Coordinate implementation of customer service strategies
FNSBNK406A - Manage customer visits

Course Description

By the conclusion of this course you will be able to provide your customers with information about the products or services you offer which suit them, confirm sale and process the documentation.

You will also be able to Identify the nature of the client’s enquiry, determine the suitability of the financial product or service for the client, provide the client with information about that product or service.

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:

FNSSAM401A Sell financial products and services

Element:

1. Confirm sale and process documentation

Performance Criteria:

1. Suitability of product and price are confirmed with the customer and agreement to proceed with the sale is obtained.
2. Documentation is issued in accordance with organisation policy and procedures
3. Payment details are processed without delay and record systems updated promptly and accurately.

Element:

2. Determine the suitability of the customer for the financial product or service

Performance Criteria:

1. Products and/or services that might satisfy the customer’s needs are identified
2. All information required to determine the eligibility of the customer for the product or service is obtained with predetermined risk assessment criteria applied in accordance with product or service requirements
3. Business proposal is prepared in compliance with legislation, regulations and codes of practice and personal authorities and if the business proposal is outside the defined guidelines, it is referred to appropriate personnel for further action.

Element:

3. Identify the nature of the enquiry

Performance Criteria:

1. Rapport with the customer and the reason for the enquiry are established to allow a suitable response.
2. Needs of the customer are determined by questioning.
3. Check is carried out to see whether the enquiry is within personal authorities or should be referred to appropriate personnel.

Element:

4. Provide customer with information about the product or service

Performance Criteria:

1. Business proposal is presented to the customer and all product information is supplied
2. Customer queries are discussed and proposal clarified if required with follow-up arrangements made.


Learning Outcomes


Upon the conclusion of this course you will understand the provision of information about the products or services you offer to your customers. You will identify the products which suit your clients, be able to confirm the sale and process documentation.

You will also identify the nature of client enquiries, determine the suitability of the financial product or service for the client and provide the client with information about that product or service.


Details of Learning Activities

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities.
The activities will be delivered though various technology platforms and include your contribution to wikis and discussion threads, reflective journals, quizzes and interactive sessions.
The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practice your skills in a simulated/real workplace environment. We expect you to constructively participate and contribute in all scheduled learning activities.


Teaching Schedule

<thead> <th scope="col">Week</th> <th scope="col">Commence</th> <th scope="col">Topics</th> <th scope="col">Assessment</th> </thead>
025 JuneEmployers expectations, sales methods and barriers 
12 JulySales plansTask 1 due
29 JulyDetermining customer service needs, setting, standards and systems 
316 JulyImplementing and evaluating customer service standards 
423 JulyConsultative and value versus product sales, understanding customers 
530 JulyStudy Week 
66 AugSkills required to:
1. Determine client needs
2. Present information
Task 2 due
713 AugService and selling simulation practice 
820 AugService and selling simulation practice 
 27 AugMid semester break 
93 SeptIdentify nature of the enquiry 
1010 SeptDetermine client’s suitability 
1117 SeptPresent product and manage objections 
1224 SeptConfirm and close sale 
131 OctDealing with complaints
Monitor and review sales plan implementation and customer service
 
148 OctSelling Simulation and feedback 
1515 OctSelling Simulation and feedbackTask 3
1622 OctRe-submissions if requiredTask 3


Learning Resources

Prescribed Texts


References


Other Resources

Learning support meterials are available on the myRMIT/Online Learning Hub www.rmit.edu.au/online .


Overview of Assessment

Assessment incorporates a variety of methods including a group assignment and final sales simulation.

The group assignment requires students to research customer service in the finance industry and provide specific guidelines in a manual for other staff.

Students will demonstrate their competency to their teacher to ensure the relevant requirements and standards are being met. Students will be provided with periodic feedback to check their progress.


Assessment Tasks

You must successfully complete all 3 tasks listed below to be deemed competent in this unit.

TASK 1 due end of Week 2
Resources search and summary.

TASK 2 due end of Week 6
Using industry examples students, in groups, will develop a sales plan and manual specifying the support and skills staff need to be competent in servicing the needs of financial services customers.

TASK 3 due Weeks 14 and 15
Sales simulation involving selling a financial services product. This will be carried out in two stages:
1. Focussing on skills in getting information from and giving information to a client
2. Steps in the sales process.


Assessment Matrix

Other Information

Marking Guide (competency):
Vocational Education and Training (VET) is based on current industry needs and the focus on preparing you for the workplace. Because VET courses are informed by practical application of knowledge and skills, they are based on a system known as ‘competency based training’ (CBT). So when you are assessed in VET it is about whether you are competent to do the job, as well as having a firm grasp on the knowledge and skills required to do that job, as opposed to traditional curriculum based education settings that are often based on knowledge retention.

You need to demonstrate you are competent in each element of the unit of competency you are studying. You will receive feedback on each assessment task that will inform you whether you are competent or not and how well you are performing. Once competent in all elements of the unit you receive a competency grading. Please refer to the Final Grades table below.

Marking Guide (Grading)
After achieving competency we then grade your performance in the unit; this gives you the opportunity to have the level of your performance formally recognized against industry standards and employability skills.
The grading is according to the following criteria:

LEVEL OF INDEPENDENCE, INITIATIVE, ENTERPRISE AND PERFORMANCE OF WORK TASK
You are required to demonstrate a high level of ability to complete all tasks independently as per the specifications as well as demonstrating a high level of initiative in your access of information required for the assessments tasks, accuracy and quality of information presented to the client and appropriate recommendation using the information you have access, analysed and presented.

DEMONSTRATED BREADTH OF UNDERPINNING KNOWLEDGE AND A WILLINGNESS TO CONTINUE LEARNING
You need to show a depth of understanding of the key concepts and knowledge of the financial products covered in the assessment tasks, including personal loans and overdrafts and general insurance products. Accuracy of all related interest rates, repayment calculations, fees and charges is essential.

TECHNIQUES & PROCESSES, TECHNOLOGY SKILLS AND PROBLEM SOLVING
Demonstration of appropriate use of technology to assist in presenting all tasks clearly and suitable for the intended audience. This requires use of bank and financial institution web sites to access financial data and demonstrate a capacity to use financial calculators to calculate repayments and credit limits.

WORK ORGANISATION, PLANNING AND SELF MANAGEMENT
You must complete all work requirements as per course requirements and timely submission of all required assessment tasks. You need to collate data and organize it in a presentable format that meets the requirements of the assessment tasks.

COMMUNICATION, PEOPLE NETWORKING, LANGUAGE AND INTERPERSONAL SKILLS AND TEAMWORK
Communication skills and teamwork is required to collaboratively complete this course.

Final Grade Table
CHD Competent with High Distinction
CDI Competent with Distinction
CC Competent with Credit
CAG Competency Achieved – Graded
NYC Not Yet Competent
DNS Did Not Submit for assessment

Course Overview: Access Course Overview