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Evidence Guide: FNSBNK402 - Align banking products with the needs of small business customers

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

FNSBNK402 - Align banking products with the needs of small business customers

What evidence can you provide to prove your understanding of each of the following citeria?

Identify and forecast small business customer needs and wants

  1. Conduct segmentation analysis of small business market, and identify and analyse operating environments of small business segments
  2. Identify and analyse impact of small business segment environment on their current and future banking needs
  3. Track and monitor needs and wants of small business customer
  4. Analyse results of marketing and communications campaigns targeted to small businesses to identify successful strategies
Conduct segmentation analysis of small business market, and identify and analyse operating environments of small business segments

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and analyse impact of small business segment environment on their current and future banking needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Track and monitor needs and wants of small business customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse results of marketing and communications campaigns targeted to small businesses to identify successful strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify product and service options for small business customers

  1. Analyse current customer usage patterns of the organisation’s small business customer categories
  2. Identify products and services used by segments of small business customers and analyse their benefits
  3. Design new products and services, tailored to small business customer segments, and negotiate their implementation in accordance with the organisation’s business rules and processes
Analyse current customer usage patterns of the organisation’s small business customer categories

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify products and services used by segments of small business customers and analyse their benefits

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Design new products and services, tailored to small business customer segments, and negotiate their implementation in accordance with the organisation’s business rules and processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate service benefits to small business customers

  1. Identify and analyse preferred and optimum communication strategies and vehicles to influence small business segments
  2. Plan and implement communications campaigns to match products and services to identified small business segments
  3. Plan and monitor strategies to support routine and ongoing communications with small business segments
  4. Brief and coach customer service staff in timely and effective manner on purpose of communication campaigns
Identify and analyse preferred and optimum communication strategies and vehicles to influence small business segments

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Plan and implement communications campaigns to match products and services to identified small business segments

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Plan and monitor strategies to support routine and ongoing communications with small business segments

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Brief and coach customer service staff in timely and effective manner on purpose of communication campaigns

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage performance of products, services and communications for small business customers

  1. Identify, communicate and monitor performance indicators, and analyse reports against targets using standard protocols and procedures
  2. Analyse exception or feedback reports and establish processes to rectify faults or capitalise on opportunities
  3. Develop, implement and monitor strategies to support continuous improvement of small business products, services and communications
Identify, communicate and monitor performance indicators, and analyse reports against targets using standard protocols and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse exception or feedback reports and establish processes to rectify faults or capitalise on opportunities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop, implement and monitor strategies to support continuous improvement of small business products, services and communications

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify and forecast small business customer needs and wants

1.1 Conduct segmentation analysis of small business market, and identify and analyse operating environments of small business segments

1.2 Identify and analyse impact of small business segment environment on their current and future banking needs

1.3 Track and monitor needs and wants of small business customer

1.4 Analyse results of marketing and communications campaigns targeted to small businesses to identify successful strategies

2. Identify product and service options for small business customers

2.1 Analyse current customer usage patterns of the organisation’s small business customer categories

2.2 Identify products and services used by segments of small business customers and analyse their benefits

2.3 Design new products and services, tailored to small business customer segments, and negotiate their implementation in accordance with the organisation’s business rules and processes

3. Communicate service benefits to small business customers

3.1 Identify and analyse preferred and optimum communication strategies and vehicles to influence small business segments

3.2 Plan and implement communications campaigns to match products and services to identified small business segments

3.3 Plan and monitor strategies to support routine and ongoing communications with small business segments

3.4 Brief and coach customer service staff in timely and effective manner on purpose of communication campaigns

4. Manage performance of products, services and communications for small business customers

4.1 Identify, communicate and monitor performance indicators, and analyse reports against targets using standard protocols and procedures

4.2 Analyse exception or feedback reports and establish processes to rectify faults or capitalise on opportunities

4.3 Develop, implement and monitor strategies to support continuous improvement of small business products, services and communications

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify and forecast small business customer needs and wants

1.1 Conduct segmentation analysis of small business market, and identify and analyse operating environments of small business segments

1.2 Identify and analyse impact of small business segment environment on their current and future banking needs

1.3 Track and monitor needs and wants of small business customer

1.4 Analyse results of marketing and communications campaigns targeted to small businesses to identify successful strategies

2. Identify product and service options for small business customers

2.1 Analyse current customer usage patterns of the organisation’s small business customer categories

2.2 Identify products and services used by segments of small business customers and analyse their benefits

2.3 Design new products and services, tailored to small business customer segments, and negotiate their implementation in accordance with the organisation’s business rules and processes

3. Communicate service benefits to small business customers

3.1 Identify and analyse preferred and optimum communication strategies and vehicles to influence small business segments

3.2 Plan and implement communications campaigns to match products and services to identified small business segments

3.3 Plan and monitor strategies to support routine and ongoing communications with small business segments

3.4 Brief and coach customer service staff in timely and effective manner on purpose of communication campaigns

4. Manage performance of products, services and communications for small business customers

4.1 Identify, communicate and monitor performance indicators, and analyse reports against targets using standard protocols and procedures

4.2 Analyse exception or feedback reports and establish processes to rectify faults or capitalise on opportunities

4.3 Develop, implement and monitor strategies to support continuous improvement of small business products, services and communications

Evidence of the ability to:

analyse and segment the small business market and identify effective and commercially successful products to meet the varying needs of market segments

construct effective communications campaigns and monitor their success

meet the key performance indicators for small business engagement and business growth.

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

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

analyse the key customer motivations, needs and wants

compare and contrast financial products and services and their benefits and applications

describe the key features of legislation and regulation relevant to small business customers, covering:

financial services reform

privacy

competition and consumer issues

company law

outline the role of market research in aligning banking products and services to the needs of small business customers

describe the key features of organisational systems, policy, procedures and protocols relevant to small business customers

discuss the key principles of small business engagement and portfolio management.