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Evidence Guide: FNSBNK406 - Manage customer visits

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

 

FNSBNK406 - Manage customer visits

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

Prepare for customer visits

  1. Contact customers who may require mobile banking services from referrals or analysis of customer records
  2. Access and evaluate details of current customer banking business to assess their status in accordance with organisational policy and procedures
  3. Schedule suitable time for customer visit and confirm meeting venue
  4. Gather relevant product and service information in readiness for customer
Contact customers who may require mobile banking services from referrals or analysis of customer records

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Access and evaluate details of current customer banking business to assess their status in accordance with organisational policy and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Schedule suitable time for customer visit and confirm meeting venue

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Gather relevant product and service information in readiness for customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish customer mobile banking needs and match with services

  1. Determine customer mobile banking needs using questioning and active listening
  2. Consider suitable services that match customer needs and clearly explain features, characteristics and benefits
  3. Use sales aids as required
Determine customer mobile banking needs using questioning and active listening

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider suitable services that match customer needs and clearly explain features, characteristics and benefits

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use sales aids as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer queries and non-verbal signals

  1. Use gestures, posture, body language, facial expressions and voice modulation to create supportive environment
  2. Use open-ended questions to identify customer preferences and respond using persuasive communication techniques to maintain interest
  3. Identify and address any customer resistance or objection to products and services offered by using appropriate strategies
Use gestures, posture, body language, facial expressions and voice modulation to create supportive environment

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use open-ended questions to identify customer preferences and respond using persuasive communication techniques to maintain interest

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and address any customer resistance or objection to products and services offered by using appropriate strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Formalise customer service requirements

  1. Confirm agreement to mobile banking services
  2. Negotiate and settle conditions of mobile banking services
  3. Complete and process necessary documentation in accordance with organisational policy and procedures
  4. Identify opportunities for cross-selling other products or services
  5. Advise customer of follow-up services to be provided and thank politely when meeting is closed
Confirm agreement to mobile banking services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate and settle conditions of mobile banking services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete and process necessary documentation in accordance with organisational policy and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify opportunities for cross-selling other products or services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise customer of follow-up services to be provided and thank politely when meeting is closed

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. Prepare for customer visits

1.1 Contact customers who may require mobile banking services from referrals or analysis of customer records

1.2 Access and evaluate details of current customer banking business to assess their status in accordance with organisational policy and procedures

1.3 Schedule suitable time for customer visit and confirm meeting venue

1.4 Gather relevant product and service information in readiness for customer

2. Establish customer mobile banking needs and match with services

2.1 Determine customer mobile banking needs using questioning and active listening

2.2 Consider suitable services that match customer needs and clearly explain features, characteristics and benefits

2.3 Use sales aids as required

3. Respond to customer queries and non-verbal signals

3.1 Use gestures, posture, body language, facial expressions and voice modulation to create supportive environment

3.2 Use open-ended questions to identify customer preferences and respond using persuasive communication techniques to maintain interest

3.3 Identify and address any customer resistance or objection to products and services offered by using appropriate strategies

4. Formalise customer service requirements

4.1 Confirm agreement to mobile banking services

4.2 Negotiate and settle conditions of mobile banking services

4.3 Complete and process necessary documentation in accordance with organisational policy and procedures

4.4 Identify opportunities for cross-selling other products or services

4.5 Advise customer of follow-up services to be provided and thank politely when meeting is closed

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. Prepare for customer visits

1.1 Contact customers who may require mobile banking services from referrals or analysis of customer records

1.2 Access and evaluate details of current customer banking business to assess their status in accordance with organisational policy and procedures

1.3 Schedule suitable time for customer visit and confirm meeting venue

1.4 Gather relevant product and service information in readiness for customer

2. Establish customer mobile banking needs and match with services

2.1 Determine customer mobile banking needs using questioning and active listening

2.2 Consider suitable services that match customer needs and clearly explain features, characteristics and benefits

2.3 Use sales aids as required

3. Respond to customer queries and non-verbal signals

3.1 Use gestures, posture, body language, facial expressions and voice modulation to create supportive environment

3.2 Use open-ended questions to identify customer preferences and respond using persuasive communication techniques to maintain interest

3.3 Identify and address any customer resistance or objection to products and services offered by using appropriate strategies

4. Formalise customer service requirements

4.1 Confirm agreement to mobile banking services

4.2 Negotiate and settle conditions of mobile banking services

4.3 Complete and process necessary documentation in accordance with organisational policy and procedures

4.4 Identify opportunities for cross-selling other products or services

4.5 Advise customer of follow-up services to be provided and thank politely when meeting is closed

Evidence of the ability to:

use organisational tools to prepare for and schedule customer visits

use effective communication skills to assess and determine customer requirements in accordance with organisational policy and procedures

provide advice and information about suitable mobile banking products and services available to customers

refer customers to appropriate specialist areas when cross-selling opportunities arise or are applicable

use effective verbal and non-verbal communication skills to build rapport and respond to queries or concerns relating to the mobile banking service

assist customers to complete relevant forms and complete documentation in accordance with organisational procedures.

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:

describe the key features of organisational policy and guidelines related to mobile banking services and products

outline the key characteristics and conditions of mobile banking products and services available in the industry

explain the application of relevant of legislation when promoting services, cross-selling and providing the customer with mobile banking services advice

describe the key features of relevant financial document details, including:

brochures

fact sheets

compare and contrast the key features of selling techniques

analyse and discuss verbal and non-verbal communication signals and techniques, including negotiation skills and dispute resolution skills.