Unit of competency Outline

Date retreived
22/07/2026 9:13 AM AWST

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Develop and nurture relationships with clients, other professionals and third party referrers

Develop and nurture relationships with clients, other professionals and third party referrers

Unit of competency
National Code
FNSCUS501A
State Code
D4095
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
24/11/2010
View on TGA
State Implementation and Classification
Approved Date
31/07/2014
Field of Education
080501 - Sales
Original Release Date
31/07/2014
Nominal Hours
80
Description
This unit describes the performance outcomes, skills and knowledge required to communicate and network with a wide range of people internal and external to the organisation to increase efficiency, build continuing relationships and improve sales.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Develop professional business relationships
  • 1.1. All dealings with the client, professionals, and other third parties are conducted professionally in accordance with the organisation's policies and procedures and legislative, regulatory and professional codes of practice
  • 1.2. The organisation's social, business and ethical standards are used to develop and maintain positive relationships
  • 1.3. Dealings with colleagues, clients and other parties is carried out through competent performance and with respect to confidentiality
  • 1.4. Interpersonal styles and methods are adjusted to the needs and situation of other parties
2. Build and maintain business networks and relationships
  • 2.1. Business and professional networks and other relationships are developed and maintained to benefit the organisation
  • 2.2. Business and professional networks are used to identify and cultivate relationships in order to promote and market the organisation
  • 2.3. Other professionals and third parties are cooperated with to expand and enhance the reputation of the organisation and to identify new and improved business practises
3. Nurture relationships and build on referral business for the long term
  • 3.1. Referral business is followed up through appropriate communication channels to find and secure new business relationships
  • 3.2. Referral needs are identified quickly and information provided about the organisation's relevant products and services
  • 3.3. An interview with referral business is secured where needs can be met, or other sources of information are identified that may assist the client.
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.
The organisation's policies and procedures may include:
clerical and administrative procedures
disputes and complaints resolution procedures
financial and IT systems
management and supervisory practises
professional development requirements.
Legislative, regulatory and professional codes of practice may include:
Commonwealth
local government
State or Territory.
Organisation's social, business and ethical standards may include:
client management practises and principles
client charter
organisational guidelines
professional codes of practice.
Confidentiality may include:
any requirements under legislation such as:
Consumer Credit Code
Privacy Act
standards described by the organisation's policies and procedures.
Interpersonal styles and methods may include:
educating and informing
hard and soft sell techniques
methods appropriate to the audience to communicate ideas and information which account for social and cultural diversity
negotiation and persuasion
seeking input from internal and external sources and use this input to develop and refine ideas and approaches
treating people with integrity, respect and empathy.
Business and professional networks may include:
award ceremonies
networking events
professional associations
seminars and conferences
sports outings and special events.
Other relationships may include:
accounting and taxation professionals
banks
building and construction professionals
company directors and managers
consumer protection authorities
finance brokers
financial advisers and consultants
financial institutions
government departments and agencies
insurance brokers and providers
land titles offices
legal professionals
licensing authorities
loss adjusters and assessors
mortgage brokers
municipal offices
professional associations
real estate professionals
surveyors, quantity surveyors and planning consultants.
Referral business may include:
developed networks
franchise recommendations and referrals
friends and relatives
organisation's:
internal call-in
referral method
past clients
recommendations from clients.
Appropriate communication channels may include:
advertisements
cold calls
community events
face to face
mail drops
office events
phone, email and other electronic technology
seminars.
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:
liaise, develop and secure longstanding and effective relationships
apply high level communication, negotiation, interpersonal and relationship management skills
interpret and apply the goals, policies and procedures of the organisation
monitor and introduce new ways to improve work relationships
adapt to any special needs of clients, including cultural, language, race, religion, ethnic origin, socioeconomic status and demographic needs.

Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the financial services 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 financial services product information
access to contact software system and data.

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 or role plays
verbal or written questioning on underpinning knowledge and skills
accessing and validating third party reports.

Guidance information for assessment