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Evidence Guide: FNSILD503A - Establish services to provide advice

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

 

FNSILD503A - Establish services to provide advice

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

Provide marketing services

  1. Marketing support is identified for the defined markets and distribution channels in accordance with distribution plan
  2. Marketing tools are developed and made available within budget and timelines
Marketing support is identified for the defined markets and distribution channels in accordance with distribution plan

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Marketing tools are developed and made available within budget and timelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide administrative and ancillary services

  1. Administration and ancillary services are determined against the provisions of the distribution plan
  2. Processes to service clients are developed and introduced
  3. Services are delivered within timelines and budget, and according to the distribution plan
  4. Service needs are reassessed in light of usage and budget
Administration and ancillary services are determined against the provisions of the distribution plan

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Processes to service clients are developed and introduced

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Services are delivered within timelines and budget, and according to the distribution plan

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Service needs are reassessed in light of usage and budget

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customer services

  1. Services are determined which will meet customer expectations and are within enterprise policy and philosophy
  2. Services are delivered within the timeframe and budget
  3. Key Performance Indicators (KPIs) to measure customer service are established
  4. Services meet industry legislative requirements
  5. Service standards are documented in the prescribed format and communicated to all stakeholders
Services are determined which will meet customer expectations and are within enterprise policy and philosophy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Services are delivered within the timeframe and budget

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Key Performance Indicators (KPIs) to measure customer service are established

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Services meet industry legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Service standards are documented in the prescribed format and communicated to all stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

maintain knowledge of available products and services

determine business objectives, products and services

identify and select distribution channels

identify and address factors which may affect the marketing of services and client service performance

interpret and comply with organisation policies and guidelines, industry codes of practice and relevant legislation and regulations.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment, technology, software and consumables

access to organisation records

access to organisational policies and procedures.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:

evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency

observing processes and procedures in workplaces

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work

accessing and validating third party reports

setting and reviewing workplace projects and business simulations or scenarios.

Guidance information for assessment

Required Skills and Knowledge

Required skills

communication skills to:

determine and confirm information, using questioning and active listening as required

liaise with others, share information, listen and understand

write clear business documents

use language and concepts appropriate to cultural differences

numeracy and IT skills to:

perform calculations related to achieving required outcomes

use computer applications (word processing, spreadsheet, database, specific purpose computer systems) to assist in achieving required outcomes

access and update records electronically

access web-based information services

literacy skills to read and interpret documentation from a variety of sources and record and consolidate relevant related information

research and analysis for accessing and interpreting relevant information

effective interpersonal skills

organisational skills, including the ability to plan and sequence work

proactive and reactive management

selling skills

customer relations/service

telephone techniques

project management

information interpretation

administration skills

working with others to gather and collate data

maintaining currency of industry products and services knowledge

Required knowledge

administrative processes

advertising

documentation

insurance contracts

insurance principles

marketing

procurement

product knowledge

relevant legislation, regulations and codes of practice

systems

underwriting

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Marketing tools and services may include:

advertising

brochures and sales aids

client base development

compliance materials

direct marketing

focus groups

in-house publications

lead generation

market surveys

product marketing

public relations

reports

software

sponsorship

telemarketing.

NB Marketing services may be influenced by regulations.

Administration services may include:

accounting

cleaning and maintenance

courier

data storage

external consultants

legal

post

printing

procurement

provision of utilities

public relations

security

travel and transportation

warehousing.

Processes to service clients can be pre, point of sale, or post sale and may include:

appropriate personal contact

complaints handling

conservation activity

inquiries

policy changes

reports

timely and accurate documentation

written communication.

Key Performance Indicators may include:

adviser retention rates

lapse/persistency rates

offer take-up rates

plan increases

repeat sales

sales production.

Service standards may include

accuracy rates

completion dates

data availability

document presentation

procedures

response times

staff communication.

Methods of communication may include:

electronic

individual and group

meetings

verbal

in writing.