Unit of competency Outline

Date retreived
22/07/2026 11:15 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.

Manage customer visits

Manage customer visits

Unit of competency
National Code
FNSBNK406
State Code
AUQ66
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
16/09/2015
Field of Education
081101 - Banking And Finance
Original Release Date
16/09/2015
Nominal Hours
35
Description
This unit describes the skills and knowledge required to meet directly with customers seeking or using mobile banking services and deal effectively with their needs.It applies to individuals who use specialised product knowledge, selling techniques and strong communication and interpersonal skills to build rapport and business.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Prepare for customer visits
  • 1.1 Contact customers who may require mobile banking services from referrals or analysis of customer records
  • 1.2 Access and evaluate details of current customer banking business to assess their status in accordance with organisational policy and procedures
  • 1.3 Schedule suitable time for customer visit and confirm meeting venue
  • 1.4 Gather relevant product and service information in readiness for customer
2. Establish customer mobile banking needs and match with services
  • 2.1 Determine customer mobile banking needs using questioning and active listening
  • 2.2 Consider suitable services that match customer needs and clearly explain features, characteristics and benefits
  • 2.3 Use sales aids as required
3. Respond to customer queries and non-verbal signals
  • 3.1 Use gestures, posture, body language, facial expressions and voice modulation to create supportive environment
  • 3.2 Use open-ended questions to identify customer preferences and respond using persuasive communication techniques to maintain interest
  • 3.3 Identify and address any customer resistance or objection to products and services offered by using appropriate strategies
4. Formalise customer service requirements
  • 4.1 Confirm agreement to mobile banking services
  • 4.2 Negotiate and settle conditions of mobile banking services
  • 4.3 Complete and process necessary documentation in accordance with organisational policy and procedures
  • 4.4 Identify opportunities for cross-selling other products or services
  • 4.5 Advise customer of follow-up services to be provided and thank politely when meeting is closed
No information
No information
Replaces
State Code National Code Title Type
D4065 FNSBNK406A Manage customer visits Unit of competency
Replaced By
State Code National Code Title Type
OBR56 FNSBNK416 Manage mobile lending services Unit of competency
State Code National Code Title Type
AVZ5 FNS42015 Certificate IV in Banking Services Qualification
AVY4 FNS41815 Certificate IV in Financial Services Qualification