Unit of competency Outline
Date retreived
23/07/2026 8:19 AM AWST
23/07/2026 8:19 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Respond to customer enquiries
Respond to customer enquiries
Unit of competency
National Code
FNSCUS301A
FNSCUS301A
State Code
WC234
WC234
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
29/07/2014
Field of Education
080501 - Sales
Original Release Date
29/07/2014
Nominal Hours
20
Description
This unit covers the skills and knowledge to respond to customer enquiries about financial products or services.
Notes
Elements and Performance Criteria
1. Obtain details of customer and nature of enquiry
- 1.1 The nature of the enquiry is clarified and all details obtained
- 1.2 A decision on whether the enquiry is within the scope of responsibility or authority area is confirmed
- 1.3 A decision on whether the enquiry can be satisfied immediately or whether further investigation is needed is made and customer is informed
- 1.4 If the enquiry can be answered directly, a response in accordance with organisational procedures is provided
- 1.5 If further investigation is required, the reason is explained to the customer and a timeframe is agreed upon for follow-up
- 1.6 Customer details are obtained
2. Research the information relevant to the enquiry
- 2.1 Sources of information are identified so that an appropriate response can be provided within authority levels
- 2.2 Information is obtained, organised and analysed to provide an accurate and satisfactory response
3. Determine a suitable response to the enquiry
- 3.1 Response is prepared in line with organisational procedures, guidelines and authorities and within accepted timeframe
- 3.2 Response is comprehensive, clear and delivered in the most appropriate form and within the agreed timeframe
4. Communicate information to the customer
- 4.1 Written or oral responses are given in clear, simple, and easy to understand language
- 4.2 Customer is treated courteously and an ongoing relationship is encouraged
- 4.3 Customer's special needs are considered and taken into account
- 4.4 Any further queries from the customer are attended to promptly
- 4.5 Checks and/or follow-up are undertaken to ensure that the response satisfies the customer’s needs
5. Update relevant records
- 5.1 Information on the nature and frequency of enquiries is collected for evaluation
- 5.2 Details of the enquiry are recorded as required by organisational procedures
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.
Nature of the enquiry may include:
initial enquiry about a product or service
enquiry about ongoing use of a product or services
complaint about an error
request for new product or service
claim against a policy
Scope of responsibility or authority areamay include:
job description or accountability area
regulatory requirements
relevant legislation
Sources of information may include:
company records
credit reference organisation
past history with the organisation or other organisations
organisation's policy and procedures manuals
legislation
Customer's special needs may include:
ethnic origin
religion
socio-economic status
age and sex
Nature of the enquiry may include:
initial enquiry about a product or service
enquiry about ongoing use of a product or services
complaint about an error
request for new product or service
claim against a policy
Scope of responsibility or authority areamay include:
job description or accountability area
regulatory requirements
relevant legislation
Sources of information may include:
company records
credit reference organisation
past history with the organisation or other organisations
organisation's policy and procedures manuals
legislation
Customer's special needs may include:
ethnic origin
religion
socio-economic status
age and sex
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:
respond to a range of enquiries that satisfy the customer’s needs and achieve the company outcomes
consideration of, and adaptation to, any special needs of customers, including ethnic origin, religion, socio-economic status and demographic needs.
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 organisational records, policies and procedures.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples 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
simulated tasks involving preparation of reports from supplied data
verbal or written questioning on underpinning knowledge and skills
evaluating samples of work.
Guidance information for assessment
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
respond to a range of enquiries that satisfy the customer’s needs and achieve the company outcomes
consideration of, and adaptation to, any special needs of customers, including ethnic origin, religion, socio-economic status and demographic needs.
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 organisational records, policies and procedures.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples 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
simulated tasks involving preparation of reports from supplied data
verbal or written questioning on underpinning knowledge and skills
evaluating samples of work.
Guidance information for assessment
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C9725 | FNSICCUS301B | Respond to customer enquiries | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUQ77 | FNSCUS301 | Respond to customer enquiries | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D775 | FNS41512 | Certificate IV in Life Insurance | Qualification |