Unit of competency Outline
Date retreived
22/07/2026 9:11 AM AWST
22/07/2026 9:11 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.
Align banking products with the needs of small business customers
Align banking products with the needs of small business customers
Unit of competency
National Code
FNSBNK402A
FNSBNK402A
State Code
D4061
D4061
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
14/10/2011
Field of Education
081199 - Banking, Finance And Related Fields, N.e.c.
Original Release Date
14/10/2011
Nominal Hours
60
Description
This unit describes the performance outcomes, skills and knowledge required to diagnose small business customer needs and wants and identify, match and communicate banking products and services to reflect these requirements.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Identify and forecast small business customer needs and wants
- 1.1. A segmentation analysisof the small business market is conducted and the operating environments of the small business segments identified and analysed
- 1.2. The impact of the small business segment environment on their current and future banking needs is identified and analysed
- 1.3. Needs and wants of small business customer are tracked and monitored
- 1.4. The results of marketing and communications campaigns targeted to small businesses are analysed to identify successful strategies
2. Identify product and service options for small business customers
- 2.1. Current customer usage patterns of the institution's small business customer categories are analysed
- 2.2. Product and services used by segments of small business customers are identified and their benefits analysed
- 2.3. New products and services, tailored to small business customer segments, are designed and their implementation negotiated in accordance with the institution's business rules and processes
3. Communicate service benefits to small business customers
- 3.1. Preferred and optimum communication strategies and vehicles to influence small business segments are identified and analysed
- 3.2. Communications campaigns to match products and services to identified small business segments are planned and implemented
- 3.3. Strategies to support routine and ongoing communications with small business segments are planned and monitored
- 3.4. Customer service staff are briefed and coached in a timely and effective manner on the purpose of communication campaigns
4. Manage the performance of products, services and communications for small business customers
- 4.1. Performance indicators are identified, communicated and monitored with reports against targets using standard protocols and procedures analysed
- 4.2. Exception or feedback reports are analysed and processes put in place to rectify faults or capitalise on opportunities
- 4.3. Strategies to support the continuous improvement of small business products and services and communications are developed, implemented and monitored
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.
A segmentation analysis of the small business market may be based on:
geographic location
growth of business
industry or sector
size of business.
Small business segment environment may reflect:
availability and cost of inputs
depth and strength of competition in the market place
environmental conditions and changes
exchange rate changes
purchasing power and control of customers
regulatory changes
strength and influence of suppliers
technology changes
the lifecycle of the industry.
Processes to track customer segment needs and wants include:
customer satisfaction surveys
feedback from frontline customer service staff
long term tracking studies
qualitative market research such as focus groups
quantitative market research.
Customer usage patterns may be defined by:
number of services used per customer such as:
loans
online banking
night safe
merchant EFTPOS
number of transactions per month per customer
shift in type of services such as:
to online banking
electronic payments versus cheques.
Product and services for small businesses may include:
access to night-safes
business credit cards
business leases
business loans
commercial bills
hire purchase
interest bearing accounts
novated leases
off-set business mortgages
overdrafts
savings and cash management accounts
statutory trust accounts
superannuation.
Communication strategies and vehicles used with small business customers may include:
branch or regionally based initiatives
mail-outs
media offers
outbound telemarketing
response to inbound calls resulting from a marketing offer.
Performance indicators may include:
growth of new small business customers
increase in number of products and services used per small business customer
level of recall of products or services by customers
level of up-selling or cross-selling
retention of small business customers
sales of products achieved.
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.
A segmentation analysis of the small business market may be based on:
geographic location
growth of business
industry or sector
size of business.
Small business segment environment may reflect:
availability and cost of inputs
depth and strength of competition in the market place
environmental conditions and changes
exchange rate changes
purchasing power and control of customers
regulatory changes
strength and influence of suppliers
technology changes
the lifecycle of the industry.
Processes to track customer segment needs and wants include:
customer satisfaction surveys
feedback from frontline customer service staff
long term tracking studies
qualitative market research such as focus groups
quantitative market research.
Customer usage patterns may be defined by:
number of services used per customer such as:
loans
online banking
night safe
merchant EFTPOS
number of transactions per month per customer
shift in type of services such as:
to online banking
electronic payments versus cheques.
Product and services for small businesses may include:
access to night-safes
business credit cards
business leases
business loans
commercial bills
hire purchase
interest bearing accounts
novated leases
off-set business mortgages
overdrafts
savings and cash management accounts
statutory trust accounts
superannuation.
Communication strategies and vehicles used with small business customers may include:
branch or regionally based initiatives
mail-outs
media offers
outbound telemarketing
response to inbound calls resulting from a marketing offer.
Performance indicators may include:
growth of new small business customers
increase in number of products and services used per small business customer
level of recall of products or services by customers
level of up-selling or cross-selling
retention of small business customers
sales of products achieved.
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:
analyse and segment the small business market and identify effective and commercially successful products to meet the varying needs of the market segments
construct effective communications campaigns and monitor their success
meet key performance indicators for small business engagement and business growth.
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 organisational policies and practices for providing services to small business customers.
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
setting and reviewing workplace projects and business simulations or scenarios
accessing and validating third party reports.
Guidance information for assessment
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:
analyse and segment the small business market and identify effective and commercially successful products to meet the varying needs of the market segments
construct effective communications campaigns and monitor their success
meet key performance indicators for small business engagement and business growth.
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 organisational policies and practices for providing services to small business customers.
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
setting and reviewing workplace projects and business simulations or scenarios
accessing and validating third party reports.
Guidance information for assessment
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C9633 | FNSBANK402B | Align banking products with the needs of small business customers | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUQ60 | FNSBNK402 | Align banking products with the needs of small business customers | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S725 | FNS50910 | Diploma of Banking Services Management | Qualification |