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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Identify nature of enquiry
   • Establish rapport with client and determine reason for enquiry to allow suitable response
   • Determine needs of client by questioning
   • Check to see whether enquiry is within personal authorities or should be referred to appropriate personnel
2. Determine suitability of client for financial product or service
   • Identify products and/or services that might satisfy client needs
   • Obtain all information required to determine eligibility of client for product or service, with predetermined risk assessment criteria applied in accordance with product or service requirements
   • Prepare business proposal in compliance with legislation, regulations and codes of practice and personal authorities, and refer to appropriate personnel for further action if business proposal is outside defined guidelines
3. Provide client with information about product or service
   • Present business proposal to client and supply all product information
   • Discuss client queries, clarify proposal and make follow-up arrangements if required
4. Confirm sale and process documentation
   • Confirm suitability of product and price with client and obtain agreement to proceed with sale
   • Issue documentation in accordance with organisational policy and procedures
   • Process payment details without delay and update record systems promptly and accurately

Performance Evidence

Evidence of the ability to:

interact with clients, collect the necessary information and match client needs to company products or services

sell products and services, including matching client requirements to company products and services

finalise and record the sale, completing relevant documentation as required.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

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Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

identify the basic structure and operation of the financial services industry

identify the key features of services and products within the financial services industry

describe the key features of company policy and procedures for interacting with clients and solving problems

describe the key requirements of relevant legislation and regulations impacting on the financial services industry in relation to selling products and services

compare and contrast selling techniques

describe the key features of the range of products and services available from an organisation including terms, interest rates, special packages and other conditions.

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