Course Title: Sell financial products and services

Part B: Course Detail

Teaching Period: Term2 2015

Course Code: MKTG6077C

Course Title: Sell financial products and services

School: 650T Vocational Business Education

Campus: City Campus

Program: C4342 - Certificate IV in Banking Services

Course Contact : Doug Gourlay

Course Contact Phone: +61 3 9925-5944

Course Contact

Name and Contact Details of All Other Relevant Staff

Course coordinator
Arie Herrnstadt
Phone:  9925 5897

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


Course Description

This unit describes the performance outcomes, skills and knowledge required to present a sales solution and close a sale in response to a customer enquiry.

This unit has application to a variety of financial services sectors and is applicable to individuals working within enterprises and job roles subject to licensing, legislative, regulatory or certification requirements so the varying Commonwealth, State or Territory requirements should be confirmed with the relevant body.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

FNSSAM401A Sell financial products and services


1. Identify the nature of the enquiry

Performance Criteria:

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


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

Performance Criteria:

2.1. Products and /or services that might satisfy the customer's needs are identified
2.2. 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
2.3. 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.


3. Provide customer with information about the product or service

Performance Criteria:

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


4. Confirm sale and process documentation

Performance Criteria:

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

Learning Outcomes


Details of Learning Activities

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities. The self-paced activities will be delivered thought 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 participate and contribute in all scheduled learning activities.

Teaching Schedule

Induction Session

Prior to training commencement a program level induction session will be conducted that comprises the following:
• Program overview and requirements
• MyRMIT/Blackboard
• Overview of assessment requirements
• Pre-training Review including: Recognition of Prior Learning and Credit Transfers and Assessment of current skills and knowledge
• Competency/grading criteria
• Plagiarism
• Appeals
• Extentions
• Feedback
• Privacy
• Submission Requirements
• Resubmission policy
• Where to get support
• Student responsibilities

The nominal hours associated with this are a guide only and represent the total teaching time and student effort required to successfully complete the course. This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities 

Weekly Schedule

 Week  Commence  Topics  Assessment
 1 6 July

Introduction to the Course including:
• Course requirements
• Course support documents Course Blackboard access
• Accuracy of enrolment
• Assessment requirements/cover sheets including RPF & credit
• Reminder re Plagiarism
• Reminder re Appeals
• Extensions and Resubmissions
• Feedback in the course
• Reminder re re submission requirements
• Getting help

Employers’ customer service needs. Effect on their staff service and sales skills requirements                                                     

 2 13 July Definitions of quality customer service. Setting standards and systems, including customer complaint handling skills.      
 3 20 July Implementing, monitoring and evaluating customer service standards  
 4 27 July Consultative and value versus product sales, understanding customers  
 5 3 August Skills required to:
1. Determine client needs
2. Present information to clients
Task 1 due, feedback by 23 August
 6 10 Aug Initial service and selling simulation practice and feedback  
 7 17 Aug Initial service and selling simulation practice and feedback   
 8 24 Aug Preparing to meet the customer  
  31 Aug-
4 Sept
 9 7 September Identify nature of enquiry  
 10 14 Sept Determine client’s suitability  
 11 21 Sept Present product and manage objections   
 12 28 Sept Confirm and close sale  
 13 5 October Confirm & close sale, briefing for final simulation  
 14 12 Oct Selling Simulation and feedback Task 2 - feedback after simulation
 15 19 Oct Selling Simulation and feedback  
 16 26 Oct Feedback  

Note: The teaching schedule is subject to change at the teacher’s discretion. Notification of changes can be made directly in class by the teacher, emailed to each student or via an announcement placed on the Blackboard. Regardless of this, absent students are responsible for determining if there are any changes, both by checking electronic media and by asking the teacher direct.

Learning Resources

Prescribed Texts

No Text is prescribed, however students are encouraged to find their own resources, both printed and on-line.


Other Resources

Other materials will be placed on the Blackboard and will be used when directed so by your teacher.

Financial product sales and disclosure pamphlets.

Overview of Assessment

Assessment may incorporate a variety of methods including technical requirements documentation, homework, assignments, group and/or individual projects, in class exercises, written and practical tests, problem solving exercises, presentations, direct observation of actual and simulated work practice, presentation of a portfolio of evidence which may comprise documents, and/or photographs and/or video and audio files, review of products produced through work-based or course activities.

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. You will be provided with feedback throughout the course to check your progress.

Assessment Tasks

This course is clustered (co-delivered and co-assessed) with the following courses:

MKTG7841C - Implement customer service standards;

MKTG6088C - Coordinate implementation of customer service strategies

Critical aspects of Assessments:

Evidence of the following is also essential:

  • interact with customers, collect the necessary information and match customers’ needs to company products or service
  • sell products and services including matching customers’ requirements to company products and services and finalise and record the sale.

You are required to complete two tasks. You must successfully complete both tasks to be deemed competent in this unit.

Task 1 Individual Assignment due Week 5, feedback by 23 August

1. Summarise why customers complained about the service (i.e. the way they were treated) in five service provider organisations.

2. Why customers praised the way they were treated in five service organisations. (The organisations discussed in 1 and 2 may be the same or may be different.)

3. Identify management policies or staff practices that contributed to or caused the criticism or praise in 1 or 2 above.

4. State management or staff responses to the above social media criticism or praise.

5. Based on both above customer feedback and further research, prepare separate easy-to- read checklists for servicing financial services customers, in each of the following situations:
• face-to-face,
• telephone,
• email,
• complaint interactions with customers.

6. Discuss how managers can maintain and/or raise the quality of customer service consistently across the all staff in the organisation.

Identify the resources necessary to do this.

Task 2 Sales simulation due in Week 14, feedback during debriefing after simulation

For this assessment task you are to pair with another student and participate in a role play scenario as consecutively both a buyer and seller. Each one of you will have a different customer profile and needs. When taking the role of the seller, you will have to display good customer service skills, determine and confirm their customer’s needs and whether they are eligible for the product, select the best product for them, present this product appropriately to the customer both verbally and visually, and determine whether the customer is interested in making a contract for this product.

Using your checklist, as a customer you will also evaluate yourself and your partner and give your partner feedback about their customer service skills. One of the requirements in the simulation is that as the seller you use the customer service feedback in your interaction with your customer.

Submission Requirements

You should:

  • Ensure that you submit assessments on or before the due date. 
  • Always retain a copy of your assessment tasks. (hard copy and soft copy)
  • When you submit work for assessment at RMIT University you need to use a cover sheet that includes a declaration and statement of authorship. You must complete, sign and submit a cover sheet with all work you submit for assessment, whether individual or group work. On the cover sheet you declare that the work you are presenting for assessment is your own work. An assignment cover sheet for submission of each assessment task is available on blackboard.
  • Each page of your assessment should include footer with your name, student number, the title of the assessment, unit code and title and page numbers. For example, Julie Macpherson, 324567, Task 2, OHS2345C Ensure safe workplace, Page 1 of 10.

Late Submission Procedures

You are required to submit assessment items and/or ensure performance based assessment is completed by the due dates.

If you are prevented from submitting an assessment item on time, by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days.
More Information:
Form to use:

Where an extension of greater than seven days is needed, you must apply for special consideration. Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination.
More Information:;ID=g43abm17hc9w
Form to use:

Resubmissions (VET Programs):

If you are found to be unsuccessful in a Course Assessment Task you will be allowed one resubmission only. Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission. The highest grade you will receive if your resubmission is successful is “CAG”.
If you are still not meeting the assessment requirements you must apply to your Program Manager in writing outlining the steps you will take to demonstrate competence in your course. Your submission will be considered by the Program Team and you will be advised of the outcome as soon as possible.

Adjustments to Assessment

In certain circumstances students may be eligible for an assessment adjustment. For more information about the circumstances under which the assessment arrangements might be granted please access the following website:
More Information:;ID=7usdbki1fjf31


Marking Guide (Competency):

You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying.

You will receive feedback on each assessment task that will inform you about your progress and how well you are performing.

Marking Guide (Grading)

After achieving competency we then grade your performance in the unit and you will achieve one of the following grades:
Final Grades 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

Further information regarding the application of the grading criteria will be provided by your teacher.

Assessment Matrix

Course Overview: Access Course Overview