Course Title: Determine client requirements and expectations

Part B: Course Detail

Teaching Period: Term1 2015

Course Code: MKTG6074C

Course Title: Determine client requirements and expectations

School: 650T Vocational Business Education

Campus: City Campus

Program: C5317 - Diploma of Financial Planning

Course Contact : Michael Elliot

Course Contact Phone: +61 3 9925 5519

Course Contact

Name and Contact Details of All Other Relevant Staff

Dario Bartolomeo 

E-mail -

Phone:  (03) 99255464

Nominal Hours: 70

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 establish a client’s financial requirements and expectations in regard to financial investment products and includes quotations, claims and requests for service or amendments.

It does not cover the application of the specific skills and knowledge required to recommend and provide advice on specific financial products requiring Australian Securities and Investments Commission (ASIC) licensing.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

FNSCUS505A Determine client requirements and expectations


1. Develop an awareness of the client’s situation

Performance Criteria:

1.1. Relevant facts and information are obtained courteously and professionally to determine client's situation prior to defining their expectations, requirements and objectives
1.2. Clients are encouraged to disclose relevant information to determine their personal and financial situation and special needs
1.3. Summary analysis of client's financial position is developed and the client contact categorised based on extent of client disclosure
1.4. Further advice is not offered or provided if client is categorised as requiring execution or settlement-only action


2. Obtain relevant knowledge of client’s financial position and risk profile

Performance Criteria:

2.1. Where relevant, client financial position is ascertained
2.2. Risk and fraud indicators are identified accurately and consistently


3. Determine client expectations and requirements with respect to financial markets advice

Performance Criteria:

3.1. Client is encouraged to express and clarify their requirements and expectations and their concerns, if any are identified and responded to promptly and appropriately
3.2. Client's investment needs and preferences with respect to financial product selection or portfolio are determined
3.3. Specialist advice is sought where necessary or client is referred to appropriate personnel or organisation where required services are not available or cannot be provided
3.4. All information and facts provided by client are analysed and appropriate risk or reward and asset allocation strategies are determined in accordance with client requirements, organisation policies and guidelines and with relevant legislation or industry codes of practice


4. Prepare and update necessary documentation where required

Performance Criteria:

4.1. All relevant client facts, financial and personal histories and completed disclosure documents are completed and filed in accordance with organisation policy and guidelines and relevant legislation and regulatory requirements
4.2. Client records are created or updated where necessary and client documentation, information and histories filed in a format and location readily accessible to other advisers

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.


<thead> <th scope="col">Week</th> <th scope="col">Week Commencing </th> <th scope="col"> Topics                                                                                                                      </th> <th scope="col">Assessment                                                                </th> </thead>
19th Feb 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

 16th Feb

Financial Services Industry – Module 1- Chapter 1
Students are to obtain a copy of an (FSG) Financial Services Guide and a (PDS) Product Disclosure Statement. This will be a point of discussion for the adviser skills assessment

 23 Feb

Financial Services Industry – Module 1- Chapter 2

4 2 MarchFinancial Services Industry – Module 1- Chapter 2
59 March

Financial Services Industry – Module 1- Chapter 3

616 March
Financial Services Industry – Module 1- Chapter 3


7 23 MarchFinancial Services Industry – Module 1- Chapter 4

8 30 MarchFinancial Services Industry – Module 1- Chapter 4

Financial Services Industry – Manage Client Services- Chapter 1


 Mid Semester Break Mid semester Break : 2 April - 8 April 
9 13 AprilFinancial Services Industry – Manage Client Services- Chapter 2Project 1 Due
10 20 AprilFinancial Services Industry – Manage Client Services- Chapter 3 
11 27 AprilFinancial Services Industry – Manage Client Services- Chapter 4 
12 4 MayFinancial Services Industry – Manage Client Services- Chapter 5Feedback for Project 1
13 11 MayFinancial Services Industry – Manage Client Services- Chapter 5


14 18 MayRevision

Project 2 Due

15 25 MayRe-submissions if required 
16 1 JuneFeedbackFeedback for Project 2

Students will be provided with feedback throughout the semester.

Learning Resources

Prescribed Texts


Other Resources

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

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 their progress.


Assessment Tasks

Co-delivered and co-assessed courses:

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

BAFI5193C Comply with financial planning practice ethical and operational guidelines and regulations

BAFI5187C  Determine client requirements and expectations

MKTG6076C Record and implement client instructions

Critical aspects of assessment

Evidence of the following is essential:

* develop an awareness of the client’s financial situation and obtain accurate knowledge of the client’s risk profile

* determine client expectations and requirements with respect to stock or portfolio advice

* empathise and build rapport with clients by offering thorough and ongoing assistance with all enquiries and requests for service
* consider and adapt to any special needs of clients, including cultural, language, race, religion, ethnic origin, socioeconomic status and demographic needs.




You are required to complete two tasks.

You must successfully complete all two tasks to be deemed competent in this unit.

TASK 1 - Project 1 date: End of week 9)

For this project you will assume you are working as a financial adviser either in your own business or as part of a larger organisation.
You will be required to produce a Financial Services Guide for a new staff member who is commencing work at your organisation in a financial role but who has little understanding of the industry. The Guide has 3 sections. All sections must be successfully completed to demonstrate competence in this part of the program.

TASK 2 - Project 2 (Due date: End of Week 14)

This project requires you to devise strategies and techniques to determine the financial situation and requirements of a simulated client to enable the development of an appropriate plan to meet their needs.
There are two parts to this project. Both parts must be successfully completed to demonstrate competency in this section of the program.

Assessment Matrix


Other Information

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:;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.

Course Overview: Access Course Overview