Course Title: Maintain customer relationship

Part B: Course Detail

Teaching Period: Term2 2010

Course Code: MKTG5750C

Course Title: Maintain customer relationship

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: 25

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

This unit covers the skills needed to maintain an ongoing relationship with customers and retain their business.

This unit is delivered and assessed in conjunction with:
FNSICGEN403B Collect, assess and use information which covers the skills needed for obtaining information and presenting it in an appropriate format;
and FNSICCUS401B Deliver a professional service to customers which covers the 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:

FNSICCUS402B Maintain customer relationship

Element:

FNSICCUS402B/01
Maintain records of customer interaction

Performance Criteria:

1. Customers information is collected and checked with existing records
2. Records of customer interaction are kept up to date
3. Records of customer interaction maintained in accordance with organisational procedures and relevant legislation

Element:

FNSICCUS402B/01
Maintain records of customer interaction

Performance Criteria:

1. Customers information is collected and checked with existing records
2. Records of customer interaction are kept up to date
3. Records of customer interaction maintained in accordance with organisational procedures and relevant legislation

Element:

FNSICCUS402B/02
Provide ongoing sales service

Performance Criteria:

1. Previous interactions with customer/s are reviewed
2. Steps are taken to determine the customers satisfaction with the product and or service provided
3. Any problems are resolved or referred to relevant personnel
4. Areas where problems occur and information provided to management

Element:

FNSICCUS402B/02
Provide ongoing sales service

Performance Criteria:

1. Previous interactions with customer/s are reviewed
2. Steps are taken to determine the customers satisfaction with the product and or service provided
3. Any problems are resolved or referred to relevant personnel
4. Areas where problems occur and information provided to management

Element:

FNSICCUS402B/03
Maintain regular communication with customers

Performance Criteria:

1. Communication is based on information about customers needs
2. Effective regular communication is established with customers
3. Level of communication is appropriate to customer’s requirements

Element:

FNSICCUS402B/03
Maintain regular communication with customers

Performance Criteria:

1. Communication is based on information about customers needs
2. Effective regular communication is established with customers
3. Level of communication is appropriate to customer’s requirements

Learning Outcomes



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
• Print-based resources
Students will be provided with a learner’s guide that will include tutorial discussion questions, short answer questions and problem sets, self-directed exercises, some solutions and core notes for each topic.


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 tasks will include the following:
1. Class test that require you to use financial information and prepare basic financial reports.
2. An individual assignment that requires you to assess a customer or customers’ financial needs prior to providing the customer with a service based on a financial product commonly delivered by a bank or financial organization.
3. A group assignment that requires you working in groups to research a general insurance product that meets the general insurance, personal and finance needs of a client.

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. Students will be provided with feedback throughout the course to check their progress.


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
MKTG5749C Deliver a professional service to customers

A course guide has been prepared for each competency.



Assessment Matrix

FNSICCUS402B Maintain customer relationship
 Class Test Individual case study Group assignment – case study
Element 1 Maintain records of customer interaction
 Y Y  Y
Element 2 Provide ongoing sales service
   Y  Y
Element 3 Maintain regular communication with customers   Y Y

Other Information

This unit is co-delivered and co-assessed with the following units of competency:

ACCT5236C Collect, assess and use inforomation
MKTG5749C Deliver a professional service to customers

A course guide has been prepared for each competency.




Course Overview: Access Course Overview