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Elements and Performance Criteria

1. Monitor implementation of sales policies and procedures
   • Monitor implementation of organisational policy and procedures in regard to selling financial products or services
   • Monitor implementation of organisational policy and procedures in regard to transactions, including non-cash transactions and variations to standard transactions
   • Accurately record information relating to sales of financial products and services and monitor products and services sold to ensure they are matched to client needs, with remedial action taken where deficiencies are identified
2. Monitor implementation of client service standards
   • Measure client service standards according to organisational policy and procedures, and take remedial action where deficiencies are identified
   • Provide regular feedback to team members in relation to client service provision and quality, in accordance with organisational policy and procedures
3. Monitor achievement of sales targets
   • Record sales results to assist with monitoring achievement of sales targets
   • Monitor individual and branch sales targets and record according to organisational policy and procedures
   • Provide feedback to management and staff on sales performance in relation to sales targets and planning

Performance Evidence

Evidence of the ability to:

monitor and record sales targets and performance of an organisation, including the implementation of relevant policies and procedures

evaluate and document client service standards and the achievement of sales targets

provide clear feedback and advice on sales performance and quality client service to personnel and management.

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:

analyse client relations and service techniques

describe the key requirements of industry codes of practice, legislation and regulations relating to financial products and services

outline the key features of organisational policy and procedures in regard to selling products and services

describe the key features of:

product or account and service range

branch or department sales targets

explain the importance of sales to business performance and outline the factors that enhance sales performance

compare and contrast sales techniques.

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