Unit of competency Outline
Date retreived
22/07/2026 10:43 PM AWST
22/07/2026 10:43 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.
Identify opportunities for cross-selling products and services
Identify opportunities for cross-selling products and services
Unit of competency
National Code
FNSSAM301A
FNSSAM301A
State Code
D4315
D4315
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
21/02/2012
Field of Education
080501 - Sales
Original Release Date
21/02/2012
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to identify cross-selling opportunities and sell the identified products or services to customers while providing other services.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Identify opportunities for cross-selling of products and services
- 1.1. A range of communication and interpersonal skills are used to respond to an enquiry, identify customer needs and establish a relationship with the customer
- 1.2. Based on understanding of customer needs, further opportunities for providing the customers with additional products or services are identified with further information about the identified products and services accessed if required
2. Promote sales of products and services
- 2.1. Benefits and features of additional products or services are explained to the customer clearly and accurately
- 2.2. Product knowledge is used to match organisation products or services to the assessed customers' needs and a number of options offered
- 2.3. Compliance with relevant legislation, regulations and industry codes of practice of all options developed is checked
3. Refer sales/service to appropriate area
- 3.1. When a decision has been reached on sale of the product or service to be provided, documentation relating to the interaction is prepared for processing
- 3.2. Customer is informed of the reasons why referral to other personnel is required if this needs to occur
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.
Communication and interpersonal skills may include:
empathising with customers needs
establishing rapport
listening and questioning techniques
remembering customer details such as name and special interests.
Customer needs may include:
special needs of people from different cultural backgrounds, aged and those with a disability in relation to additional products and services
financial, insurance, banking or other financial services or products.
Organisation products and services may include:
those provided by the organisation such as:
savings
investment
loans
travel
superannuation
insurance
other services.
Legislation, regulations may include:
Australian Competition and Consumer Commission (ACCC)
consumer:
Consumer Credit Code
Privacy Act
secrecy laws
codes of practice
prudential:
Bills of Exchange Act
Cheques and Payment Orders Act
Credit Reference Association of Australia (CRAA)
Electronic Funds Transfer (EFT) Code of Conduct
Financial Institutions (FI) Code
Financial Transaction Reports Act.
Documentation may include:
application forms for opening accounts for products and services.
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.
Communication and interpersonal skills may include:
empathising with customers needs
establishing rapport
listening and questioning techniques
remembering customer details such as name and special interests.
Customer needs may include:
special needs of people from different cultural backgrounds, aged and those with a disability in relation to additional products and services
financial, insurance, banking or other financial services or products.
Organisation products and services may include:
those provided by the organisation such as:
savings
investment
loans
travel
superannuation
insurance
other services.
Legislation, regulations may include:
Australian Competition and Consumer Commission (ACCC)
consumer:
Consumer Credit Code
Privacy Act
secrecy laws
codes of practice
prudential:
Bills of Exchange Act
Cheques and Payment Orders Act
Credit Reference Association of Australia (CRAA)
Electronic Funds Transfer (EFT) Code of Conduct
Financial Institutions (FI) Code
Financial Transaction Reports Act.
Documentation may include:
application forms for opening accounts for products and services.
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:
interact with customers and identify cross-selling opportunities
clearly explain additional products and services that may be beneficial to customers, and provide options based on the customer's needs in line with relevant legislation, regulations and industry codes of practice
refer customers to other appropriate sections of the organisation, if required.
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
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:
interact with customers and identify cross-selling opportunities
clearly explain additional products and services that may be beneficial to customers, and provide options based on the customer's needs in line with relevant legislation, regulations and industry codes of practice
refer customers to other appropriate sections of the organisation, if required.
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
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 |
|---|---|---|---|
| C9801 | FNSICSAM301B | Identify opportunities for cross selling products and services | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUS92 | FNSSAM301 | Identify opportunities for cross-selling products and services | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D691 | BSB30211 | Certificate III in Customer Contact | Qualification |
| D704 | FNS30511 | Certificate III in General Insurance | Qualification |