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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. Access information needed to determine fit between financial product and customer
   • Gather and assess information on customer profile and requirements, characteristics, financial status, timelines and other needs
   • Consider and, if necessary, research most appropriate products and services used or provided by organisation based on customer stated requirements in terms of features, benefits, terms and conditions, and other factors
2. Determine most suitable options to meet customer requirements
   • Determine most suitable option, or number of options, for discussion and recommendation with customer
   • Establish and document customer negotiation periods in line with organisational policy and relevant legislative requirements
   • Discuss options with manager or other appropriate personnel, if necessary
3. Present selected options to customer
   • Present options to customer and explain all features, benefits, negotiation periods, and terms and conditions
   • Provide customer with further information if requested and answer all questions
   • Provide customer with all support needed to clarify information presented
   • Seek additional information where relevant to determine whether there are other needs that could be met by organisation

Performance Evidence

Evidence of the ability to:

assess a wide range of financial services, products and features to suit customer requirements

present product or service options to customers and negotiate sales.

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:

describe the key features of organisational policy and procedures and terms and conditions relating to provision of financial services and products

describe how to access and interpret support information, materials, relevant brochures and other appropriate information

compare and contrast products and services offered by the financial services industry as a whole

compare and contrast products and services offered by the organisation, including specific benefits and features of products and services

describe the key industry and legislative requirements applicable to specific products, services and situations

explain the purpose and requirements of customer negotiation periods in line with relevant legislation.

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