Home - FNS04 - FNSLDIS503B
Establish services to provide advice
|Unit Descriptor||This unit describes the functions involved in establishing processes and systems to service clients within the life distribution stream.|
|1 . Provide marketing services||
|2 . Provide administrative and ancillary services||
|3 . Provide customer services||
|Key Competency||Examples of Application||Performance|
|How can information be collected, analysed and organised?|
|How are ideas and information communicated within this competency?|
|How are activities planned and organised?|
|How are problem solving skills applied?|
|How are mathematical ideas and techniques used?|
|How is use of technology applied?|
|How is team work used within this competency?|
Marketing services and tools may include:
brochures and sales aids
client base development
Marketing services may:
be influenced by regulations
Administrative services may include:
cleaning and maintenance
travel and transportation
provision of utilities
Methods of communication may include:
individual and group
Customer service may be pre-point of sale or post sale and may include:
timely and accurate documentation
appropriate personal contact
Service standards may include:
Feedback systems may be:
formal or informal (formal may include client surveys)
internal or external
Key Performance Indicators may include:
offer take-up rates
adviser retention rates
Overview of assessment
To achieve competency in this unit, a person must be able to demonstrate:
knowledge of available products and services
ability to determine business objectives
ability to determine products and services
ability to identify and select distribution channels
ability to identify and address factors which may affect the marketing of services
ability to identify and address factors which may affect client service performance
knowledge and application of compliance with company policies and guidelines, and industry codes of practice and relevant legislation and regulations
Evidence required for demonstration of consistent performance:
Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.
Delivery/assessment relationship to other units:
This unit can be assessed independently.
Method of assessment:
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on underpinning knowledge and skills and other methods as required.
Context of assessment:
Assessment of performance requirements in this unit should be undertaken within the financial services industry context and should cover aspects of personal/financial responsibility and accountability.
Aspects of competency, including the attainment of relevant knowledge and skills, may be assessed in a relevant workplace, a closely simulated work environment, or other appropriate means that clearly meet industry competency requirements.
Resources required for assessment:
Unless otherwise specified, there are no significant resource implications for assessment of this unit, apart from access to a relevant workplace or closely simulated office environment and the use of a range of office equipment, technology and consumables. These may include standard commercial computer hardware, software, telephones, facsimiles, and other relevant office equipment.