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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.

ELEMENTPERFORMANCE CRITERIA
1 . 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

2 . Provide administrative and ancillary services
  1. Administration and ancillary services are determined against the provisions of the 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

3 . 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





Key CompetencyExamples of ApplicationPerformance
Level
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?

Range Statement

Marketing services and tools may include:

Marketing services may:

Administrative services may include:

Methods of communication may include:

Customer service may be pre-point of sale or post sale and may include:

Service standards may include:

Feedback systems may be:

Key Performance Indicators may include:


Evidence Guide

Overview of assessment

To achieve competency in this unit, a person must be able to demonstrate:

Evidence required for demonstration of consistent performance:

Delivery/assessment relationship to other units:

Method of assessment:

Context of assessment:

Resources required for assessment: