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FNS40815 certificate iv in finance and mortgage Broking

Added on - 03 Oct 2021

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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
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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 (Ostromet 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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