List at least 5 points that are important to ensure communication delivers on customer needs, expectations and priorities.

EXERCISE 4

To be completed by the Trainee
You must include this page with your Exercise 4 submission
Alternatively you can retype the details as a front page to your Exercise
Trainee name _________________________________________________________________________
Trainee Postal Address _______________________________________________________________
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Trainee Daytime Phone numbers __________________________________________________________
Trainee Email address _________________________________________________________________
I state that this Exercise contains no material which has been written by another person. I make this statement with the understanding that my assessment may be compromised if found to be otherwise.
Signed _____________________________________________ Date __________________________
Submissions can be mailed to NFI, P.O. Box 1354, Capalaba B.C. Qld 4157 OR
Email to [email protected] (if emailing you must adhere to the emailing file size rules)

OFFICE USE ONLY BELOW HERE
Date received by NFI ____________________ Date received by Assessor ______________________
Name of Assessor ______________________________________________________________________
Date assessed ____________________________ Mark ____________________
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Assessor’s Comments: ………………………………………………………………………………………
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Further action required (if applicable) ______________________________________________________

TASK
Total marks possible 50
Please answer the questions below. You can either write or type your answers into a separate document. Please name your document file with “Your Name” and “Exercise
4”.
You must provide an answer to each question.
In some cases we will give you a reference to the unit in which you will find the information you require. In some cases you may need to rely on your understanding from what you have learned from the content, or undertake a search on the internet.
The questions will also be used to assess your language and literacy skills. The assessor will check all your exercises and assignments to ensure
– that they are accurate with correct grammar and punctuation – that they are appropriate to the target audience.
– that they show planning and organisational skills.
– that they demonstrate your ability to search for products and service information and use problem solving approaches to identify customer needs and expectations. QUESTIONS
1. List at least 5 points that are important to ensure communication delivers on customer needs, expectations and priorities. (5 marks)
2. It is important that staff should deliver an outstanding customer experience at all times. What are the specific behavioural competencies that this requires and how would this be measured? (5 marks)
3. Using information provided in Unit 2, it is important that an organisation continually improves. How might an organisation collect information to facilitate this? (3 marks)
4. There are many laws that regulate the way businesses may provide service to a client. Why is this important and what is your responsibility? (3 marks)
5. Write a guide regarding customer service that you would use, as a mortgage broker, to look after a customer. Your guide should be a minimum of 3 typed pages and must include the following points: (5 marks).
• Identify and clarify customer needs and expectations
• Assess the urgency of the request
• Determine priorities for service delivery
• Inform the customer of possible choices
• Assist in the selection of the preferred option
• Address what action you would take if you were unable to satisfy the customer need
• Seek appropriate assistance where appropriate
• Provide prompt service to customers
• Establish and maintain rapport with customers
• What action might be taken if there was a complaint
• Provide assistance should there be a specific need
• Propose cross-selling opportunities that may be apparent
• Seek customer feedback
• Review customer satisfaction
• Use feedback to improve customer service
6. Detail some clear recommendations on how to improve service delivery to
prospective customers. (2 marks)
7. Using information in Unit 11, before a mortgage broker attempts to handle an objection they must first determine what kind of objection they are dealing with. There are three common types of objections. List the three objections and provide a brief explanation of each one. (1 mark)
8. Using information in Unit 12, there are four main personality types a mortgage broker may have to deal with. List the four types and provide a brief description of each. (1 mark)
9. Using information in Unit 12, there is a five point plan to successfully establishing networking, list the five prescribed methods. (1 mark)
10. Using information in Unit 4, list four different sectors of the financial services industry. You must also describe how they interrelate. (4 marks)
11. Name five things you can think of that may make your current or future business more environmentally sustainable (the business can be your own or the business you will, or would like to, be working for). (3 marks)
12. List 10 documents required for an ACL application. You may need to refer to the Appendix 10. (3 marks)
13. Visit four different bank’s websites, list one loan product from each website, and list the key features of each of those products (4 marks)
14. Using the steps provided in Unit 9 Practice Activity 1 ‘Calculating Borrowing Capacity’, determine what this client can borrow, at an interest rate of 4.5%, qualifying rate of 7%, a loan period of 25 years, on salaries of Mr X $105,000 gross per annum and Mrs X $47,000 gross per annum, they have two children. They have credit cards of $10,000 limit and a personal loan of $25,000 at repayments of $600 per month. (6 marks)
TIPS: – You should use the tax schedules provided in Appendix B16 – Your living expenses should be taken from the table provided on the NSR sheet Appendix B18
– You do not need to include any “family allowance” payments – Do include your calculations for us as we will then try to understand whether your final result has been achieved correctly
15. Employability Skills
The topics below refer to the basic employability skills you need in order to carry out the duties of a finance broker. Not all the competencies listed below may directly relate to the topics within the course units so you need to think about each topic rather than look for answers in the course itself.
You are required to complete a short statement on each employability skill below to demonstrate how you believe each employability skill will reflect on your employability.
(4 marks – 0.5 for each point completed)
? COMMUNICATION –
? TEAMWORK –
? PROBLEM SOLVING –
? INITIATIVE AND ENTERPRISE –
? PLANNING AND ORGANISING –
? SELF MANAGEMENT –
? LEARNING –
? TECHNOLOGY –
Options for how to submit your Exercise 4 follow.
WHAT TO DO WITH YOUR EXERCISE 4 ANSWERS FILE:
The completion of a file containing the answers to your Exercise 4 questions above concludes your Exercise 4 assessment. This file should be sent to us by ONE of the three options below:
Either email to NFI (with your other assessment files, all at the one time) to [email protected]
OR, upload into the e-learning platform for Exercise 4 (in the same way you have uploaded your Exercise 1, 2 and 3 answers)
OR, if you are mailing by Australia Post, then print your answers and include in your mailed envelope. All exercises and assignments should arrive together.
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This completes your Exercise 4