CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING FNS40815 CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING Name of the University Student Name
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Finance and Mortgage Broking (FNS40815)
Added on 2021-10-03
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FNS40815 CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING 5 FNS40815 CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING Name of the student Name of the university Student ID – Author note Question 1 2 Answer 2 2 Answer 3 3 Answer 4 3 Answer 5 4 Answer 6 5 Reference 6 Question 1 Points those are important for assuring that the communication delivers on the priorities, expectation and needs of the customers are as follows –
CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING FNS40815 CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING Name of the University Student Name
Finance and Mortgage Broking (FNS40815)
Added on 2021-10-03
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Running head: FNS40815 CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING FNS40815 Certificate IV in finance and mortgage broking Name of the student Name of the university Student ID Author note
1FNS40815 CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING Table of Contents Question 1..................................................................................................................................2 Answer 2....................................................................................................................................2 Answer 3....................................................................................................................................3 Answer 4....................................................................................................................................3 Answer 5....................................................................................................................................4 Answer 6....................................................................................................................................5 Reference....................................................................................................................................6
2FNS40815 CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING Question 1 Points those are important for assuring that the communication delivers on the priorities, expectation and needs of the customers are as follows – Providing the opportunity to the customers for confirming their request Actively listen to the communication made by the customers Questioning the customers for confirming and clarifying their needs and requirements Asking feedback from customers for confirming understanding of the needs Using proper body language (Training.gov.au, 2018). Paraphrasing and summarising for checking understanding of the messages from customers. Must be aware of limitations while addressing the needs of customers and must look for the assistance from any designated individuals. Prompt service must be availed to the customers for satisfying the customer’s needs and requirements. Answer 2 Specific behavioural competencies required for delivering outstanding experience to the customers are as follows – Managerial competencies – it involves the qualities brought out while any person in – charge of any other person. Individual competencies – it involves the personal qualities including risk taking approach, flexibilities, personal integrity and independence Patience – patience is not only important for the customers who comes for support, it is equally important for the staffs while dealing with the customers. Attentiveness – ability to listen to the customers is crucial for delivering great service to the customers. It is not sufficient to pay attention only but the staff shall also be attentive and mindful to feedback received at large (Ostrom et al. 2015). Clear skill for communication – while serving the customers they must be sure that they get their hand quickly regarding the customer’s problem as the customers are just concerned about their issues and not interested in listening to the staff’s stories.
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