Elements and Performance Criteria

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that will affect performance.
The following variables 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. If bold italicised text is shown in Performance Criteria, details of the text are provided in the Range Statement.
Communication and interpersonal skills may include:
listening and questioning techniques
establishing rapport
remembering customer details such as name and special interests
empathising with customers needs
Customer needs may include:
personal details and financial, insurance, banking or other financial services or products
customer needs also include the special needs of people from different cultural backgrounds, aged and those with a disability
Organisations products and services may include:
products and services includes those products and services provided by the organisation such as savings, investment, loans, travel, superannuation, insurance and other services
organisation's vision and goals refers to the relationship between the selling and cross-selling of products and services and the extent to which these accord with the vision and goals of the organisation. Efforts to sell/cross-sell products further short and long term goals of the organisation
product knowledge includes knowledge of the range of products as well as the features of each, such as interest rates, term, special packages
Legislation, regulations may include:
Consumer
Consumer Credit Code
Privacy Act
Secrecy Laws
codes of practice
Competition
Australian Competition and Consumer Commission (ACCC)

Prudential
Financial Institutions (FI) Code
Credit Reference Association of Australia (CRAA)
Electronic Funds Transfer (EFT) Code of Conduct

Financial Transaction Reports Act
Cheques and Payment Orders Act
Bills of Exchange Act
Documentation may include:
application forms for opening of accounts for products and services

EVIDENCE GUIDE
Assessment of performance requirements in the unit should be undertaken in an industry context. The Evidence Guide identifies the critical aspects, knowledge and skills to be demonstrated to confirm competency for the unit. Competency is demonstrated by performance of all stated criteria including the Range Statement applicable to the workplace.
Overview of assessment requirements
To achieve competency in this unit, a person must be able to demonstrate:
ability to interact with customers, explain the organisation's products and services and provide options based on the customer's needs in line with relevant legislation, regulations and industry codes of practice
ability to refer the customers to other appropriate sections of the organisation, if required
Critical aspects of evidence
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 may be assessed on its own or it may be assessed with other units that cover related skills and knowledge.
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for the unit, or a cluster of units of competency.
Assessment requirements
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:
This unit may be assessed at work, in a simulated work environment or a combination of these two approaches.
Resources required for assessment:
Assessment of this unit of competence requires access to workplace document, policies and procedures, computers and other office equipment.