Unit of competency Outline
Date retreived
22/07/2026 9:49 PM AWST
22/07/2026 9:49 PM 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.
Monitor performance in sales of financial products or services
Monitor performance in sales of financial products or services
Unit of competency
National Code
FNSSAM601A
FNSSAM601A
State Code
D4322
D4322
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
31/07/2014
Field of Education
080505 - Marketing
Original Release Date
31/07/2014
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to coordinate and monitor performance against organisation sales targets and quality customer service standards.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Monitor implementation of sales policies and procedures
- 1.1. Implementation of organisation policies and procedures in regard to selling of financial products or services is monitored
- 1.2. Implementation of organisation's policies and procedures in regard to transactions including non-cash transactions and variations to standard transactions is monitored
- 1.3. Information relating to sales of financial products and services is accurately recorded and products and services sold monitored to ensure that they are matched to customer needs with remedial action taken where deficiencies are identified
2. Monitor implementation of customer service standards
- 2.1. Customer service standards are measured according to organisation's policies and procedures with remedial action taken where deficiencies are identified
- 2.2. Feedback to team members is provided in relation to customer service provision and quality on a regular basis in accordance with organisation policies and procedures
3. Monitor achievement of sales targets
- 3.1. Sales results are recorded to assist with monitoring achievement of sales targets
- 3.2. Individual and branch sales targets are monitored and recorded according to organisation policies and procedures
- 3.3. Feedback is provided to management and staff on sales performance in relation to sales targets and planning
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.
Organisation policies and procedures may include:
customer service strategy
marketing plans
marketing strategy
quality standards for sales and service performance.
Customer service standards may be:
specific to individual organisations.
Sales targets may vary:
according to experience and training of staff and branch/department
targets and size
type and location of branch.
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.
Organisation policies and procedures may include:
customer service strategy
marketing plans
marketing strategy
quality standards for sales and service performance.
Customer service standards may be:
specific to individual organisations.
Sales targets may vary:
according to experience and training of staff and branch/department
targets and size
type and location of branch.
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:
monitor the sales of an organisation including the implementation of the policies and procedures
evaluate customer service standards and the achievement of sales targets
provide clear feedback and advice on sales and quality customer service to personnel and management.
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.
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
verbal or written questioning on underpinning knowledge and skills
setting and reviewing workplace projects and business simulations or scenarios
evaluating samples of work
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:
monitor the sales of an organisation including the implementation of the policies and procedures
evaluate customer service standards and the achievement of sales targets
provide clear feedback and advice on sales and quality customer service to personnel and management.
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.
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
verbal or written questioning on underpinning knowledge and skills
setting and reviewing workplace projects and business simulations or scenarios
evaluating samples of work
accessing and validating third party reports.
Guidance information for assessment
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUT01 | FNSSAM601 | Monitor performance in sales of financial products or services | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S739 | FNS60610 | Advanced Diploma of Banking Services Management | Qualification |