Assessment Requirements for FNSCUS504 Manage premium customer relationships

Release: 1

Assessment Requirements for FNSCUS504 Manage premium customer relationships

Modification History

Release	Comments
Release 1	This version first released with FNS Financial Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

review data to conduct customer segmentation analysis and evaluation, and accurately identify customer needs

develop service strategies, including reward and recognition approaches, to build customer relationships

provide targeted product/service options for premium customers

construct and analyse feedback and exception reports

maintain and apply a thorough knowledge of organisational products and services.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

explain how customer motivations, needs and wants are tailored in premium relationships

outline organisational criteria used to determine high value/premium customers

compare and contrast financial products and services of the organisation and their benefits and applications to premium customer relationships

describe key requirements of organisational policy, procedures and protocols relevant to building premium customer relationships

outline the features of organisational systems for collecting and analysing data

describe principles of customer relationship marketing.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:

common office equipment and consumables

systems used by the organisation to provide services to customers

financial services product information

organisational policy and practices.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=c7200cc8-0566-4f04-b76f-e89fd6f102fe