Course Title: Deliver a professional service to customers
Part B: Course Detail
Teaching Period: Term1 2010
Course Code: MKTG5749C
Course Title: Deliver a professional service to customers
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: 35
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
Deliver a professional service to customers. This unit describes to 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: |
FNSICCUS401B Deliver a professional service to customers |
Element: |
FNSICCUS401B/01 |
Performance Criteria: |
1. Communication with customers is courteous, helpful and appropriate to the relationship and the purpose of the interaction |
Element: |
FNSICCUS401B/02 |
Performance Criteria: |
1. Customer needs and expectations are clarified |
Element: |
FNSICCUS401B/03 |
Performance Criteria: |
1.Information based on knowledge of products and/or services is provided to satisfy the customer’s needs |
Element: |
FNSICCUS401B/04 |
Performance Criteria: |
1. Customer related business is discussed only in the context of the workplace |
Learning Outcomes
Refer to performance elements and performance criteria.
Details of Learning Activities
To achieve the learning outcomes of the course students are required to participate in the learning activities listed below:
•Simulated workplace activities, assignments, working in groups, completion of reports and analysis of written work
•Completion of tutorial exercises consisting of practical problems, short answer questions, multiple choice, case studies and extension exercises;
•Attendance, participation and discussion in class;
•Optional consultation with academic staff;
•Completion of three (3) assessment tasks as indicated below.
Teaching Schedule
Week beginning | Topics Assessment tasks | Assessment tasks |
Week 1 | Introduction to personal finance | |
Week 2 | Introduction to personal finance | |
Week 3 | Introduction to personal financial statements |
|
Week 4 | Introduction to personal financial statements | |
Week 5 | Introduction to personal financial statements | |
Week 6 | Class Test | Class Test |
Week 7 | Define what constitutes a “bank”, “financial institution”, “customer” and “banking business” |
|
Week 8 | Major principles governing bank/finance lending decisions | |
Week 9 | Assess the practices for bank/finance loan |
|
Week 10 | Detail the characteristics of personal lending and other customer facilities | |
Week 11 | Individual assignment - case study exercise | Case study exercise |
Week 12 | Concepts of General Insurance, The Importance of Insurance to Individuals, General Insurance Contracts |
|
Week 13 | Insurance Contracts, Utmost Good Faith, Duty of Disclosure, Cancellations and Renewals | |
Week 14 | Insurance Products, Sum Insured, Excesses | |
Week 15 | Taxes & Levies, Stamp Duty, Fine Service Levy (FSL), Goods and Services Tax (GST) | |
Week 16 | Group assignment - case –study exercise 2 | Case–study exercise 2 |
Week 17 | Feedback on assessment |
Learning Resources
Prescribed Texts
References and Further Readings |
References
Other Resources
Learning support materials are made available on the Online Learning Hub www.rmit.edu.au/online.
Access to an Internet connected computer outside of class times – Internet connected computers are available in the Business Portfolio labs on Level 3 of Building 108, 239 Bourke Street Melbourne.
Overview of Assessment
Assessment will incorporate a variety of methods: homework and in class exercises, written tests/exam, practical problem solving exercises, presentations and reports. 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.
You will receive ongoing feedback on your progress in the course. Feedback on assessment will be given in a timely manner. You will be informed about how to improve your performance in the competency/course and what you need to do to be deemed competent or to gain a pass in the assessment.
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
Competency and grading requirements:
To be deemed competent students must demonstrate an understanding of all elements of a competency. Assessment methods have been designed to measure achievement of each competency in a flexible manner over multiple tasks. 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.
All competency based assessments for this course must be completed to achieve CA. Each assessment task will also carry a numerical weighting to be used for grading purposes. The grade applied to this weighting will only be awarded if a CA has been achieved in all compulsory assessment tasks.
If a student has been marked NYC (Not Yet Competent) in any of the assessment tasks, the weighting will carry no value until the student has obtained CA. If a CA is achieved on re-assessment then a maximum mark of 50% of the original weighting will be granted for that assessment.
Reassessments will only be granted to students who were either unsuccessful in the first attempt or have an approved special consideration application.
This unit is co-delivered and co-assessed with the following units of competency:
ACCT5236C Collect, assess and use information
MKTG5750C Maintain customer relationship
Assessment Matrix
Class Test | Individual case study | Group assignment – case study | |
Project a positive organisational image | Y | Y | |
Identify customer needs and expectations | Y | Y | Y |
Provide customer service | Y | Y | Y |
Maintain customer confidentiality | Y | Y |
Other Information
A. This unit is co-delivered and co-assessed with the following units of competency:
ACCT5236C Collect, assess and use ifnromation
MKTG5750C Maintain customer relationship
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
Course Overview: Access Course Overview