Course Title: Provide appropriate services, advice and products to clients

Part B: Course Detail

Teaching Period: Term2 2015

Course Code: MKTG6075C

Course Title: Provide appropriate services, advice and products to clients

School: 650T Vocational Business Education

Campus: City Campus

Program: C5317 - Diploma of Financial Planning

Course Contact : Sam Tabit

Course Contact Phone: +61 3 9925 1466

Course Contact

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 150

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 create rapport with the client, identify and analyse their needs, objectives and financial situation, and identify and present appropriate solutions, including completing and maintaining necessary documentation and providing after sales service.

This unit is applicable to individuals working within enterprises and job roles subject to licensing, legislative, regulatory or certification requirements including legislation administered by the Australian Securities and Investments Commission (ASIC).

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

FNSIAD501A Provide appropriate services, advice and products to clients


1. Create rapport with client

Performance Criteria:

1.1. Disclosure of capacity to client is consistent with code of practice requirements and client concerns, if any, are identified and responded to appropriately

1.2. Active listening skills are demonstrated in dealings with clients and services explained to them orally or, if necessary, in writing in a clear and unambiguous way, avoiding jargon and in language appropriate to the receiver


2. Identify client's needs, objectives and financial situation

Performance Criteria:

2.1. The client is encouraged to express and clarify their attitudes, views, feelings and objectives

2.2. Relevant personal, financial and business details are collected from the client using an appropriate fact finder

2.3. The client’s short-, medium- and long-term objectives and investment risk profile are identified using an appropriate fact finder

2.4. The client’s preferences and concerns regarding options are identified using an appropriate fact finder where applicable and priorities identified and agreed upon

2.5. The fact finder is completed in accordance with the code of practice


3. Analyse client's needs, objectives and financial situation to identify appropriate solutions

Performance Criteria:

3.1. All information from the fact find process is used in analysing client needs and determine an appropriate strategy to provide for identified needs and outcomes

3.2. Specialist advice is sought if required to address issues that professional judgement indicates may require further consideration


4. Present appropriate solutions to client

Performance Criteria:

4.1. Recommendations and features of the client advice record are explained and discussed with the client in a clear and unambiguous way with product knowledge appropriate for the service or advice offered demonstrated

4.2. Impact of key aspects of the recommendations are disclosed in a clear and concise manner to the client and they are guided through the key aspects of the client information brochure prior to signing the proposal

4.3. Requirements to put the recommended program into effect are explained to the client and a copy of the fact finder is provided to the client if requested

4.4. Confirmation is sought from client that they understand the recommendations presented

4.5. The client is assisted to make informed choices using the relevant documentation so that their needs and objectives are addressed consistent with their budgetary constraints

4.6. Agreement in principle to proceed is obtained from the client


5. Negotiate effectively

Performance Criteria:

5.1. Decisions are clearly explained to the client in accordance with company policy and they are assisted to make appropriate decisions regarding solutions to their needs and objectives

5.2. Restraint and composure are exercised when dealing with conflict situations involving clients

5.3. Communication channels are maintained when dealing with complaints and following complaint handling procedures


6. Complete and maintain necessary documentation

Performance Criteria:

6.1. Proposal and other documents are completed and, where appropriate, signed off

6.2. Client records are created or updated

6.3. Contract variations are completed where applicable

6.4. Confirmation including relevant documentation and contract variation is provided to the client and final plan implemented

6.5 Reference material is organised in a form which facilitates the selection of appropriate products to meet client’s needs and updated on a regular basis


7. Provide after sales service

Performance Criteria:

7.1. After sales service to be provided is clearly defined, and is communicated to the client and executed as needed

7.2. Fact finder, recommendations and client advice records are periodically reviewed

7.3. Any changes to the client’s situation since previous recommendations were made are identified and acted upon at subsequent reviews

7.4. Areas of client dissatisfaction are acted upon in an ethical and timely manner and addresses code of practice requirements

Learning Outcomes

Details of Learning Activities

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities including:

  • Reading of and note taking from the prescribed textbook and other references;
  • Completion of tutorial exercises prior to each workshop. Tutorial exercises consist of practical problems, short answer questions, multiple choice, case studies and extension exercises;

The collaborative classroom based activities will include group discussion, group problem solving activities, opportunities to practice skills in a s simulated work environment

We expect you ro 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
  • Extensions
  • Feedback
  • Privacy
  • Submission Requirements
  • Resubmission policy
  • Where to get support
  • Student responsibilities


Students will be provided with feedback throughout the semester.

NOTE: The teaching schedule may be subject to change. Students will be advised via the Blackboard and student email of any changes.



Week commencing                        Topic                                             Assessment      
 1 6 July  2015

Introduction to the Course including:

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

 Introduction to Financial Planning

  • The Concept of Financial Planning
  • Personal Financial Statements,
  •  Establishing Financial Goals and Time Frames,
  • Risk and Return

13 July 2015

Financial Planning Skills
Obtaining and Analysing Customer Data

  • Financial mathematics
  • Diversification


320 July 2015Introduction to Taxation
  • Income Tax
  • Capital gains Tax
  • Goods and Services Tax
  • Fringe Benefits Tax
  • Tax Effective Structures.

Task 1 - In Class Assessment - Due
4  27 July 2015Managed Investments
  • Regulations
  • Costs & Benefits
  • Investment Techniques



Task 2 - Case Study Handout distributed
If required, resubmission for this assessment is due by no later than end of week 16
5 3 August 2015

Direct Investments

  • Financial Products, including:
  • Cash and Fixed Interest
  • Property
  • Shares
  • Alternative investments
6  10 August 2015Analysis of Share Investments
  • Risk & Return
  • CAPM
  • Dividend Growth Model
7  17 August 2015Assessment task 2  
8 24 August 2015The Financial Planning Profession
 The Role of the Financial Planner
  • The Steps in Preparing a Plan
  • The Regulatory Environment
  • The Legislative Environment
  • Complaints Schemes
  • Codes of Ethics
   31 Aug - 6 SeptMid semester 
9 7 September 2015Development of a Personal Plan
  • The Statement of Advice
  • Ethical Considerations
  • Effective Communication
  • Planning for Implementation
10  14 September 2015Development of a Personal Plan
  • The Statement of Advice
  • Ethical Considerations
  • Effective Communication
  • Planning for Implementation


11  21 September 2015Social Security
  • Eligibility - Means Test
  • Assets Test
  • Deeming
 Task 2 - Case Study due
12 28 September 2015Social Security
  • Eligibility - Strategies to achieve benefits
  • Discussing Individual Needs
  • Types of Benefits
Feedback given on Task 2

13 5 October 2015
  • Estate Planning
  • Wills & Probate
  • Taxation
  • Power of Attorney
1412 October 2015
  • Estate Planning
  • Intestacy
  • Trusts
  • Structures,
  • Estate/Non estate assets


1519 October 2015Final Class assessment task 3 Task 3 - In Class Assessment - Due
1626 October 2015Re-Submissions and feedback 

Learning Resources

Prescribed Texts

Financial Planning in Australia - 2015 Essentials Edition by Taylor, S.; Juchau, R.; Seymour, E.; Cull, M.; Colley, G.; Monahan, R.; Perkins, M.; Griffin, R. , 2014
ISBN: 9780409339710


  Students also have access to RMIT’s Financial Planning Course Notes that will be referred to throughout the semester for class work and self study purposes. These can be downloaded from Blackboard

Other Resources

Students have access to Blackboard which includes:

1- Online activities

2- Self-paced learning

3- Readings

4- Course material and external resources to access

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 codelivered  and co-assessed with the following courses:

BAFI5191C Develop and prepare a financial plan

BAFI5189C Provide advice in financial planning advice

ACCT5336C Analyse financial market products fro clients

Critical aspects of assessment:

Evidence of the following is essential:

  • interpret and comply with relevant legislation supporting the providing of advice to clients and apply relevant industry codes of conduct
  • use organisational fact finders
  • identify and analyse client needs, objectives and financial situation in order to present appropriate solutions to the client
  • complete and maintain necessary documentation and provide after sales support.

Assessment Tasks

You are required to complete 3 tasks. You must successfully complete all 3 tasks to be deemed competent in this unit.

Task 1 - In Class Assessment (Due Date Week 3)<o:p></o:p>

For this Assessment Task you are required to demonstrate your knowledge by completing an open book in class assessment comprised of a series of theoretical and practical questions including a mini case study. This assessment will take place during your normal scheduled class time.<o:p></o:p>


Task 2 - Case Study (Due Date Week 11)<o:p></o:p>

For this assessment task you are required to work in groups of two to three students.

Task 2 is a group assessment and the progress of work can be monitored using Google shared Drive.

Case Study comprises of Part A ( Knowledge component) and Part B Case Study presentation skills component.

For Part A of the assessment task, you are required to research and develop strategies based on a case study covering  topics from week 1 to week 10.

Part A is group work.

Students must successfully complete part Part A in order to progress to Part B Skills component.

Part B is an individual assessment of the successful completion of Part A knowledge based group work.

In this assessment you are required to demonstrate your communication skills by presenting findings of Part A to a client in a simulated role play.

 TASK 3 - In Class Assessment (Due Date Week 15)<o:p></o:p>

For this assessment task you need to undertake an open book in class assessment based on all material covered in this course (Weeks 1 -14).


Assessment Matrix


Other Information

Submission Requirements

You must :

  • Ensure that you submit assessments on or before the due date.

Upload the group case study on google drive to share with your group members

  • 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.

Course Overview: Access Course Overview