Oral response to questions

do all parts from 1-6 for part 3- 150 words for each question Hi I have another assessment to be done It’s not big. Just a few questions to be answered and I’ll do a voice recording of the answers check whatsapp

Oral Project
CIVMB_OR_Audio_v5A1

Audio
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Certificate IV in Finance and Mortgage Broking
(CIVMB_OR_Audio_v5A1)
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Student identification (student to complete)
Please complete the fields shaded grey.
Student number
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Oral project result (assessor to complete)
Result — first submission Not yet demonstrated
Parts that must be resubmitted
Result — resubmission (if applicable) Not applicable
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Result summary (assessor to complete)
Time First submission Resubmission (if required)
Preparation
for oral
assessment
Part 1: Instructions n/a n/a
Part 2: Preparation for oral project Not yet demonstrated Not applicable
Oral
assessment
Part 3: Oral response to questions 10 minutes Not yet demonstrated Not applicable
Part 4: Role play 10 minutes Not yet demonstrated Not applicable
Part 5: Role play 5 minutes Not yet demonstrated Not applicable
Part 6: Role play 5 minutes Not yet demonstrated Not applicable
Total time required 30 minutes
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Feedback (assessor to complete)
[insert assessor feedback]
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Before you begin
Read everything in this document before you start your oral project by audio recording.
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About this document
This document is the oral project — half of the overall written and oral project.
This document includes the following parts:
• Part 1: Instructions for completing and submitting this project
• Part 2: Preparation for oral assessment
• Part 3: Oral responses to questions (10 minutes)
• Part 4: Role play (10 minutes)
• Part 5: Role play (5 minutes)
• Part 6: Role play (5 minutes).
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How to use the study plan
We recommend that you use the study plan for this subject to help you manage your time to
complete the oral project within your enrolment period. Your study plan is in the KapLearn
Certificate IV in Finance and Mortgage Broking (CIVMBv5A1) subject room.
You will need to start preparing for your oral project a few weeks before the written and
oral project is due.
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Part 1: Instructions for completing and submitting
this oral project
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Completing the oral project
For this oral project you are required to complete the following tasks:
• Part 2: Preparation for oral assessment: You must complete and submit your responses in this
document.
• Part 3: Oral response to questions: To be completed by audio recording.
Your assessor will complete the checklist.
• Part 4: Role play: To be completed by audio recording with a volunteer.
Your assessor will complete the checklist.
• Part 5: Role play: To be completed by audio recording with a volunteer. You must also complete
and submit the Prospect Register in this document. Your assessor will complete the checklist.
• Part 6: Role play: To be completed by audio recording with a volunteer.
Your assessor will complete the checklist.
More information regarding requirements for the oral project are provided in the resources in
your subject in KapLearn.
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Saving your work
Download this document to your desktop, type your answers in the spaces provided and save your
work regularly.
• Use the template provided, as other formats will not be accepted for these projects.
• Name your file as follows:
Studentnumber_Subjectcode_Oral_versionnumber_Submissionnumber
(e.g. 12345678_CIVMB_OR_v5A1_Submission1).
• Include your student ID on the first page of the project.
Before you submit your work, please do a spell check and proofread your work to ensure that
everything is clear and unambiguous.
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Submitting the oral project
You must submit your completed oral project (Word document) in a compatible Microsoft Word
document. You need to save and submit this entire document.
Do not remove any sections of the document.
Do not save your completed oral project as a PDF.
You will also need to upload an audio recording of your oral assessment.
The oral project (in Word) and the audio recording must all be completed before submitting it to
Kaplan Professional Education. Incomplete oral project documents and/or audio recordings will be
returned to you unmarked.
The maximum file size for the written project (word document), oral project (word document)
and audio recording is 20MB. Once you submit your oral project and audio recording for marking
you will be unable to make any further changes to it.
You are able to submit your written and oral project earlier than the deadline if you are confident
you have completed all parts and have prepared a quality submission.
Refer to your study guide so you can plan ahead to complete your audio recording before the
written and oral project is due.
For more information see the resources in your subject about how to organise and upload your
audio recording in KapLearn.
Note: The written project (in Word), oral project (in Word) and audio recording must all be
submitted together.
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The oral project marking process
You have 26 weeks from the date of your enrolment in this subject to submit your completed
oral project and audio recording.
If you reach the end of your initial enrolment period and have been deemed ‘Not yet
demonstrated’ in one or more assessment items, then an additional four (4) weeks will be
granted, provided you attempted all assessment tasks during the initial enrolment period.
Your assessor will mark your projects and return them to you in the subject room in under the
‘Written and Oral Assessment’ page.
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Make a reasonable attempt
You must demonstrate that you have made a reasonable attempt to complete all the parts of your
oral assessment. Failure to do so will mean that your oral project will not be accepted for marking,
therefore you will not receive the benefit of feedback on your submission.
If you do not meet these requirements, you will be notified. You will then have until your
submission deadline to submit your completed written and oral assessment.
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How your oral project is graded
Oral project tasks are used to determine your ‘competence’ in demonstrating the required
knowledge and/or skills for each subject. As a result, you will be graded as either Demonstrated or
Not yet demonstrated for this oral assessment.
Your assessor will follow the below process when marking your oral project:
• Assess your responses in each part of the oral assessment, and then determine whether you
have demonstrated competence in each question or checklist.
• Determine if, on a holistic basis, your responses have demonstrated overall competence.
You must be deemed to be demonstrated in all assessment items in order to be awarded the units
of competency in this subject including:
• all of the exam questions
• the written and oral project.
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‘Not yet demonstrated’ and resubmissions
Should parts of your oral project be marked as ‘not yet demonstrated’ you will be given an
additional opportunity to amend your responses so that you can demonstrate your competency to
the required level.
You must address the assessor’s feedback in your amended responses. You only need amend
those sections where the assessor has determined the assessment result is ‘not yet
demonstrated’.
You may be asked to re-record a part of your audio recording or to answer some written questions
in this document. Use a different text colour for any written sections of your resubmission.
Your assessor will be in a better position to gauge the quality and nature of your changes. Ensure
you leave your first assessor’s comments in your oral project, so your second assessor can see the
instructions that were originally provided for you. Do not change any comments made by a
Kaplan assessor.
Units of competency
This oral project is your opportunity to demonstrate your competency against these units:
FNSSAM403 Prospect for New Clients
FNSCRD301 Process applications for credit
FNSFMB401 Prepare loan application on behalf of finance or mortgage broking clients
FNSFMB402 Identify client needs for broking services
FNSFMB403 Present broking options to client
FNSFMB501 Settle applications and loan arrangements in the finance and mortgage broking industry
FNSFMK505 Comply with financial services regulation and industry codes of practice
FNSINC401 Apply principles of professional practice to work in the financial services industry
FNSINC402 Develop and maintain in-depth knowledge of products and services used by an organisation or sector
BSBITU306 Design and produce business documents
BSBCUS301 Deliver and monitor a service to customers
BSBCUS402 Address customer needs
Note that the written and oral project is one of two assessments required to meet the
requirements of the units of competency.
We are here to help
If you have any questions you can do the following steps:
1. Read the resources and watch the video about oral project in your subject in.
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2. Post your query at the ‘Ask your Tutor’ forum in your subject room. You can expect an answer
within 24 hours of your posting from one of our technical advisers or student support staff.
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Part 2: Preparation for oral assessment
Question 1
How do you assess the need to adjust your interpersonal style to effectively communicate with
different types of clients? Provide two (2) examples (e.g. when you are dealing with a difficult
client).
1. While interacting with one of the clients who is willing to replace the product due to
unsatisfactory results I make sure that I resolve all the queries and issues related to
product. I also try to interact with the client properly as it can help to respond to the issues
that are faced by the clients. I am good in communication so it helps me to adjust
according to the requirement of client.
2. One of the client who is willing to get detailed information of all the products is also
handled by me properly as i try to share the key information which is asked by him or her. I
adjust my interpersonal style to effectively communicate with the client by making sure
that I resolve all the queries and guide to buy the desired product or service.
Question 2
You have a new client, Jeff Smith, and have just made an appointment to meet with him.
Compose a professional email to send to Jeff, confirming the appointment, outlining the purpose
and time of your first meeting. Your email should also name the document/s you have attached
for him to read prior to this meeting. (For this assessment there is no need to attach the
document/s.)
Email
Subject: Confirmation of the appointment
Dear Jeff Smith,
I am sending this mail to you provide confirmation about the appointment along with the
documents that you should read so that you can have information about the company and the
products. Main purpose of the meeting is to interact with you and share the details about all the
products that are sold by us. I am attaching some of the key documents that are required to be
read by you. These are prospectus of the company, list of products offered by us etc. I wanted to
confirm the time of first meeting. I hope it will be okay for you to meet me on 13th of September at
1:00 PM. Waiting for your confirmation for the same.
Thanks and Regards
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Manager at XYZ Ltd.
Question 3
In Parts 3, 4, 5 and 6 of this project you will act as a broker and will be required to make an
audio recording. Prepare a list of resources and equipment you will need for these oral tasks.
There are various types of resources and equipment which are required by a broker while making
an audio recording. These resources are as follows:
 A mobile or an audio recorder (digital, analogue, tape, disk, memory)
 Micro phone
 Pop shield
 Headphones
 Acoustic treatment
 Audio interface
 Microphone cable
 Monitor speakers
Question 4
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Aside from the resources and equipment identified in Part 2 Question 3 of this project:
• What will you do to prepare for the delivery of the loan proposal in Part 4: Role play?
• What communication techniques would you use to respond to any difficult questions?
Note: You can refer to the case study information in Part 4 to answer this question.
This question demonstrates your ability to plan ahead for your interaction with the customer.
 In order to prepare for the delivery of the loan proposal I will be required to mention
detailed information in the proposal so that I can share the information of it with the
client. Along with this, I will also be required to be confident and prepared for
communicating the details of proposal with the client. I will also be required to check the
background information which is provided by the client so that I can analyse that loan
lending to them will be beneficial for business or not.
 While interacting with the client for the proposal I can use different types of
communication techniques so that the difficult questions could be answered. All these
techniques are listed below:
 Correct Gesture
 Facial expressions
 Ignorance of business jargon
 Simple and easy to understand language
Question 5
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In Part 5 of this oral project you will act as an Administrative Assistant and will be required to
make an audio recording of two cold calls to prospective clients.
Visit the following website and the ‘Client prospecting Guidelines’ available in the toolbox and
answer the following questions:
<https://www.accc.gov.au/consumers/sales-delivery/telemarketing-door-to-door-sales>.
• Explain what you must and cannot do with telemarketing.
• How would you prepare for the call using the guidelines mentioned above?
• What would be some key points you would want to cover in your script?
 I must provide detailed information of the product to the clients so that the information
about all the products could be shared with them. The administrative assistant cannot force
the client to buy the product.
 I will prepare for the call by analysing the needs of clients and keep detailed information
about the items which could be offered to them. Apart from this, I will also make sure that
the medium which will be used by me to call is having proper network or not so that I can
make a call without any disturbance.
 There are various types of key points that are required t be included in the script. All of
them are listed below:
 Speak clearly and slowly
 Keep information of the product
 Be ready to convince the client to buy the product
 Always remain calm
Question 6
There have been recent changes to the level of ‘reasonable enquiries’ required to assess a client’s
financial position making it necessary to obtain a number of additional documents to complete a
more depth check of living expenses. Explain below how you would detail these changes to
colleagues.
In order to detail the changes to the colleagues I will be required to share the information of all the
documents that will be required additionally. Apart from this, I will also be responsible for making
sure that I also share the names of the documents that will be required to be taken by them for
living expenses on clients. Some of the main documents that will be required to be take by them
are electricity bill, telephone bill, food expenses etc.
Assessor feedback Resubmission required?
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No
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Part 3: Oral response to questions
Make a 10 minute recording of yourself answering the following questions. Before you start make
sure you have read the resources in your subject in KapLearn to assist you with your oral
assessment by audio recording. Leave the second column blank so your assessor can record a
summary of your oral response. You will need to rehearse your responses before the oral
assessment, to ensure that your responses are within the maximum timeframe.
(Note: No volunteer is required when you complete these questions.)
Questions Summary of oral response (assessor only)
1. You are a broker who charges a fee for your service.
You are meeting a new client, Stephanie Jones, for
the first time at your office after an initial cold call.
The purpose of the meeting is to start to gather
information about her existing financial situation,
goals and needs.
To comply with organisation policy and legislative
requirements and to ensure that Stephanie can
make informed decisions moving forward, there are
two documents you must provide to Stephanie.
(a) Name the two (2) documents
you must provide to Stephanie.
(b) Explain the disclosures that are
contained in the documents in your own
words.
(c) Give one (1) example of how you
would check with her that she understands
these disclosures.
(d) Communicate to Stephanie your
commercial relationship with the various
product providers from which you will access
loan product options for her.
(Disclosures should include, but are not limited to, the range and limitation of
your services, complaint handling process and the way you are remunerated.)
a) In order to analyse the existing financial situation of
Stephanie the documents that can be used are personal
cash flow statement and personal balance sheet.
b) The personal cash flow statement help in analysing
the cash inflows and outflows of an individual to
determine net negative or positive cash flow. A personal
balance sheet on the other hand help in giving an
overview of personal net worth by outlining the assets
and liabilities of a person.
c) It can be checked if Stephanie understand the
disclosures by asking her if she understands the
documents given to her so that she can make informed
decisions. Also she can be given legal advice related with
how the documents can be analysed so that they can
help in achieving her desired goals and objectives.
d) Loan product is a type of loan account which can help
in tracking transactions related to loan including
interest, repayment and applicable charges. The relation
with various product providers can be made understood
to Stephanie by the broker by giving her details about
how various product providers will work and provide
loans to her. Also details regarding the interest charged
along with additional requirements can also be provided
to her so that informed decisions can be made by her.
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Questions Summary of oral response (assessor only)
2. Stephanie has acknowledged that she understands
the two documents and disclosures. She then begins
to tell you more about her current financial
situation.
(a) Describe the communication
skills you will use to:
• encourage Stephanie to
express her needs and goals
• determine her current
investment and assets position
• consider various home
loan options for her.
(b) Explain where you will initially
record all information provided by Stephanie.
a) In order to encourage Stephanie so that she can
express her needs the broker can arrange personal
meeting with her so that she can become more
comfortable and tell the broker about her needs and
goals.
In order to know her current investment and assets
position the broker need to use analytical skills so that
qualitative and quantitative methods can be used and
the income and expenses can be analysed in gaining an
idea about the investments.
Broad knowledge regarding investment options,
humility, out of box thinking etc. can be used by the
broker in providing various home loan options to
Stephanie.
b) It is important that the information provided by
Stephanie is recorded at places which can help in
keeping data secure, safe and private. The information
can be recorded in files both online and off-line and
secure them with the help of passwords.
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Questions Summary of oral response (assessor only)
3. This is Stephanie’s first home purchase. She is very
happy with all of your advice and has made a
decision on which loan option she would like to
take. She now asks ‘what happens from here?’
Advise Stephanie on:
(a) • the key documents you
will require from her prior to submitting an
application
• the steps that will occur
from this meeting through to settlement
and your role in those steps.
(b) how you will communicate with
relevant parties to keep the loan approval
process on track
(c) how you will communicate with
her throughout the process and advise her of
next steps when the lenders decision for an
offer (approval) or a non-offer (declined) loan
is made.
a) The documents that will be required from Stephanie
so that home loan application can be applied are her
last three months' payslips, passport or
driving license, bank statements of her
current account for the last three to six
months, statement of two to three
years' accounts from an accountant if
self-employed.
b) The steps that will be followed by
the broker so that loan can be
arranged for Stephanie are:
 Gathering financial information
and documents from her.
 Preparing for loan submission
 Providing the lender with all the
supporting documents to the
lender
 Tracking the loan through all
the stages and preparation and
submission of discharge
authorities.
 Ordering and tracking
valuations and applying for
lender pricing.
Settling the loan and managing relation
with client.
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Questions Summary of oral response (assessor only)
4. After talking with friends, Stephanie expresses some
resistance with committing and says she is a little
worried that possible increases in interest rate will
be too difficult for her to handle.
(a) Ask Stephanie three (3)
questions to help you identify the reasons for
her resistance and how you would document
them.
(b) What processes would you use
to research options for Stephanie and then
present these options to effectively negotiate
a commitment to proceed with the option you
have recommended?
(c) Explain where you would
document your research and discussions with
Stephanie.
a) As Stephanie got confused after discussing the
recommendations with the friends so it becomes
necessary to get her confusion resolved and for this
these questions will be asked from her:
 have you gone through the positives and
negatives of the opportunities so
recommended
 don’t you think that these options will nullify
the impact on increase in the interest rate
 what are the areas that put you in confusion
for making investment in the provided
options
b) The options so provided to the Stephanie were based
on the analysing of the stock market predictions and the
analysing of the moves expected in the market. For
justifying them various charts and reading will be made
available to her so that she can verify the authenticity of
the research so conducted.
c) All the document of the research undertaken for
Stephanie must be sent to her through mail with
detailed description.
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Questions Summary of oral response (assessor only)
5. A final decision on Stephanie’s loan application has
been deferred by the credit approver due to
property valuation coming in $15,000 lower than
purchase price and taking LVR to just over 81%. The
loan required is 80% of the purchase price and you
are not sure Stephanie can come up with more cash
contribution right at this time. You have spoken to
the valuer, who will not change the value.
(a) Describe how you would
approach the lender to try to get the loan
approved. Assuming that all other aspects of
the proposal are strong, what would be some
key points of the applicant or the proposal
that you would emphasise to the lender in a
bid to get loan approved.
You may make positive
assumptions about the applicant, as
considered appropriate.
(b) From your efforts the loan has
now settled and you are required to obtain
feedback from the client. Refer to the
‘Feedback Policy’ found under Organisation
Policies and Procedures in the Toolbox.
• Explain the feedback policy
process to Stephanie.
• Explain how her feedback would
be actioned within the organisation.
• Provide two (2) other sources of
feedback that could help in evaluating
professional business development needs.
a) In order to get the loan approved the broker can
approach the lender and give details regarding the
financial position of the person who guarantees to pay
the loan if Stephanie fails to do so. This can help in
making the loan get approved on behalf of guarantor so
that the problem of lack of cash can be resolved.
b)
 Stephanie can be given information regarding
the feedback policy of organisation in which
broker works by providing her with the
available options through which client's
feedback can be gained under the
organisational policy.
 The feedback regarding services can help
broker in gaining information regarding how
the reviews of Stephanie can be implemented
in organisation so that services can be made
better in future.
 The sources that can help in evaluating
business developments are customer feedback
surveys and exploratory customer interviews
which can help in knowing about the
effectiveness of services provided to clients.
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Questions Summary of oral response (assessor only)
6. Several months have passed since Stephanie’s loan
was approved and settled. Your broker business has
now grown substantially to the point you now
employ four staff members in support roles to assist
you and the two other brokers in meeting clients’
demands and liaising with lenders and other parties.
You need to restructure the business to improve
teamwork and processes.
Briefly outline what you would do to initiate these
improvements, taking into account:
(a) skills and knowledge of the staff
member involved:
• how current allocation of
duties could be improved
• how to effectively plan
work to be completed and maintain a team
environment, while considering constraints
and available resources
(b) how data collection and storage
could be better managed across the team
while maintaining sustainability principles
such as reducing paper documents
(c) identify and evaluate some
professional development activities or tools
that would improve knowledge and teamwork
within the team.
a) For ensuring improvement within the services offered
to the client includes the following:
 skills and knowledge of the staff must be
ensured and on the basis of their capabilities
the tasks must be allocated to them as this will
ensure that they efficient satisfy the
requirement of the clients. Also this will bring
expertise along the employees of the
organisation.
 All the employees will be asked to work in a
team and with clear roles and responsibilities.
With this handling of the task and effective
communication among them as well as with
the client can be ensured due to which the
possibility of delays in the process can be
reduced.
b) as all the team members will have defined roles and
responsibilities with their databases that facilitate them
to serve the client and this will reduce the burden and
delays on them.
C) various activities that will be organised for the
development of team includes:
 training and seminars
 group discussions
case study analysis of different situation
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Questions Summary of oral response (assessor only)
7. The triple-bottom-line philosophy is key to the
continuing prosperity of a business.
(a) Explain in your own words what
the triple bottom philosophy is.
(b) Explain in your own words one
(1) example of a new sustainability idea,
activity or function you could introduce to
your workplace.
Explain what your idea is, any
additional equipment or facilities required and
the outcome you hope to achieve.
Also explain how you will obtain
approval and communicate and promote your
initiative to your team.
Make some suggestions on how
you will encourage your team to implement
the idea.
) Triple bottom line philosophy is
considered to be an accounting
framework that includes three parts
social, environmental and financial. With
the help of these three aspects of the
philosophy the organisations evaluate
their performances with the perspectives
to improve and enhance the value of the
business in the eyes of the customers.
b) In order to remain sustainable in the market it is
important that the organisation in which broker works
implement continuous improvement plan so that social,
environmental and financial objectives of company can
be met. This can also help in gaining trust of their clients
and increasing profitability of business.
CSR policies can be implemented in the organisation so
that the benefits of all the stakeholders can be
maximised.
The communication of idea along with gaining the
approval of stakeholders can be done by the use of
effective communication tools like e-mailing, updating
on social media, phone calls etc. This can help the teams
in effectively implementing the idea in the organisation.
The team will be encouraged to accept the changes
taking place as they will be shown the opportunities.
Further the manager must discuss how CRS policies can
enables them to improve the customers satisfaction.
With these two they can be convinced to implement the
idea.
Assessor checklist — oral responses to questions
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Your assessor will complete the checklist for your oral response to each question.
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1 Demonstrates understanding of the duty of disclosure Not yet demonstrated
2 Describes how to ascertain a client’s needs and determine their current financial position. Not yet demonstrated
3 Outlines the key documents required from a client during the loan application process Not yet demonstrated
Describes the steps that occur in the loan process Not yet demonstrated
4 Demonstrates understanding of how to identify and address client concerns Not yet demonstrated
Demonstrates understanding of risks associated with various loan options Not yet demonstrated
5 Describes how a mortgage broker would approach a lender to get a loan approved. Not yet demonstrated
6 Outline how a mortgage broker can restructure their business to improve teamwork and processes. Not yet demonstrated
7 Recognises and implements sustainability principles and work practices. Not yet demonstrated
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Your assessor will complete the checklist for your oral response to each question.
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Student resubmission response (if required
by assessor):
Assessor feedback: Resubmission required?
No
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Part 4: Role play
You will participate in a role play for a maximum of 10 minutes. The role play will be conducted by
audio recording. You will need a volunteer to assist you in the role play.
For your volunteer you need to select an appropriate person who is able to participate in the
volunteer role criteria below. The volunteer needs to understand that this is part of your
assessment. Provide a copy of the Volunteer Guide in your KapLearn subject to your volunteer so
they understand what they need to do in your assessment.
You will not be assessed on your acting ability. You will be assessed on the criteria listed below the
task under assessor feedback.
When starting your role-play recording, ask your volunteer if they give permission to be
included in the audio recording. The volunteer needs to agree verbally before the recording may
continue.
See the ‘resources’ in your subject in KapLearn to assist you in preparing for your role play.
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Role play case study — Philip and Jennifer Brown
Note: This Philip and Jennifer Brown case study is also used in the written project as part of this
course. It is recommended that you complete Tasks 1 and 2 of the Written project prior to
undertaking the role play, as this will assist you in assessing the clients’ needs and potential loan
structure that you can use for this role play activity. Alternatively, in preparation for the role play,
use the tools available to you (e.g. loan calculators, lenders and Genworth websites), to prepare
your presentation to the clients.
Background
Philip and Jennifer Brown are a young couple about to buy their first home. They have
been married for five years and during that time have rented an apartment while saving for their
own home.
Following a personal referral from Glenn Brown (Philip’s brother), you have already had a first
meeting with Philip and Jennifer to discuss their objectives and needs. They admitted they have
little time to do much research on lenders; have limited knowledge of the loan products available
and basically are not sure what is right for them.
During (and subsequent) to your first meeting, Philip and Jennifer have provided the basic
information documents — pay slips, tax returns, bank statements, property details for
review/verification. You have now undertaken your preliminary assessment and need to discuss
and present to them the proposal covering the options and your recommendations. It is important
to get the proposal moving quickly, as the agent has indicated other parties are interested in the
property.
They have been looking at properties for the past three months and have found a 10-year-old
established apartment that has really caught their eye; although they have some concern over the
kitchen, which requires a little work.
They have not paid a deposit at this stage, but the real estate agent has provided some guidance
on additional fees and charges.
Following is a summary of the details of the property they wish to purchase, the couple’s financial
and employment details, and the loan features they require.
The property
Page 35 of 56

Address Unit 1, 92 Seaside Lane Edgartown (Your state)
Purchase price $490,000
Description 2 bedroom, 2 bathroom, Strata Title apartment
Agent details Stephanie Jones
Landline 8123 1113
Mobile [phone]
The couple
Current address Unit 12, 22 Wentworth Lane, Highville, (Your state)
Philip and Jennifer have lived there since March 2012
Home phone [phone]
Funds position
Purchase price $490,000
Client’s estimate of costs $25,000
Total required $515,000
Loan $440,000 + LMI
Client’s own contribution (includes proposed deposit of $50,000) $75,000
Use fees and charges applicable to your state. If the servicing calculator you are using requires a
postcode, select one (1) that would represent a reasonable suburb/location in your city or state.
Assets
Capital Bank savings account (joint) $78,000
Capital Bank cheque account (joint) $1,600
Holden Commodore SS 2007 (Philip) $25,000
Kia Cerato Sport 2015 (Jennifer) $9,000
Superannuation — Capital Bank (Philip) $28,000
Superannuation — Capital Bank (Jennifer) $62,000
Household effects (insured value) $40,000
Liabilities
Page 36 of 56

Capital Bank personal loan (Philip) $5,600 (repayments $180 p.m.)
Capital Bank Visa card (Philip) $200 (limit $4,000)
Capital Bank Visa card (Jennifer) $1,600 (limit $5,000)
Payments have always been met on time and any prior loans repaid in terms of contracts. The
minimum monthly commitment on each of the credit cards should be calculated at 3% of the
credit limit.
Living expenses
Annual expenditure for living expenses — $33,000.
Employment and income
Philip (date of birth 21/2/87)
Position Team Leader (full time)
Employer ACE Pty Ltd, 101 City Rd, Westside (Your state)
Phone [phone]
Income (gross) $58,000 p.a. monthly gross income: $4,833
Employer contact Dwayne Johnson, HR Manager
Length of service Since October 2005
Driver’s licence 8855KL
Email [e-mail]
Jennifer (date of birth 8/10/88)
Position Accountant (full time)
Employer Tech City, 804 High Street, City East (Your state)
Phone [phone]
Income (gross) $95,000 p.a. monthly gross income: $7,917
Employer contact Bruce Wayne, HR Manager
Length of service Since March 2006
Driver’s licence 17016C
Email [e-mail]
Solicitor’s details
Page 37 of 56

Jones and Co
22 High Street, City East (Your state)
Phone: [phone]
Email: jonesandco.net.au
The solicitor has quoted a fee of $1,500 for the conveyance.
Page 38 of 56

The loan requirements
• 30-year term
• premium option home loan features
• variable interest rate (for this case use 4.5% p.a.)
• LMI to be capitalised
• proposed settlement date — six weeks from exchange of contracts
• ability to make additional payments from time to time without penalty
• fortnightly repayment option
• redraw facility
• funds access via card.
Note: Loan application fee is waived under Special Offer.
Other information
• They have advised that the Real Estate Agent has indicated they need to make a formal offer
within the next 10 days, however they are reluctant to do so until they obtain an approval.
• Jennifer has asked if there are any professional package benefits available because she is an
accountant. However she did confirm she has not maintained her continuing professional
development.
• Jennifer previously owned and lived in an apartment with her two older sisters when they
attended university but they sold this before she married — they did not make a lot from the
sale.
• The couple do not plan to have children within the next five years.
• However, they do have plans to take a major overseas trip within five years.
• Philip is hoping for a promotion within the next 12 months upon possible retirement of a long-
term employee where he works.
• They have also expressed a concern about the possibility of interest rates increasing.
Page 39 of 56

Task
You are required to complete this ‘role play’ as part of the oral assessment’, which should take a
maximum of 10 minutes. You may find use of the Fact Find document, Appendix 1, from the
Written project will be helpful.
To set the scene for this role play:
• You are required to present your analysis and recommendations to your client (your volunteer)
covering any concerns they may have.
• Due to the need to get an approval so contracts can be signed, an appointment has been made
but unfortunately one of them (this will depend on which role your volunteer plays — Philip or
Jennifer) cannot be present as he/she has had to go interstate urgently to visit a sick brother.
• Your clients do not wish to delay this meeting as they are keen to hear what you have to
present — information can be passed to the other over the phone, when needed.
• This oral presentation should focus on presenting your analysis of the couple’s current position,
loan prospects, evaluation of product options, as well as your recommendation, covering the
following essential points:
– a summary of your understanding of the clients’ needs (this could be an outline summary of
their proposed loan structure)
– a summary of their current financial position (use information from the case study)
– your explanation of the product options evaluated that meet their needs (you should have
researched at least two lenders) and details of the loan features; use the internet or if
working in industry, internal software to do this
– the option you recommend and the reasons for the recommendation — including the loan
amount, term and repayments, explain how the recommended product meets the clients’
needs (refer to the case study) and explain why you are recommending this lender.
– invite questions from the client and respond accordingly.
There are no rules regarding the format of your presentation, however it must be presented so
that it is succinct and easily understood by clients. Please use the format that best suits you — this
could include covering the detail you have prepared in a written proposal document.
The role play requires the volunteer to ask at least three (3) questions — with suggested questions
provided in Volunteer Guide. However, the volunteer can ask other ‘unrehearsed’ questions if
they wish. Remember, you are not being judged on your acting ability. Your assessment is about
how you communicate and interact with the customer. You may need to adjust your presentation
of the proposal, depending on the time that the questions are asked. However; to manage time,
you may ask the volunteer to keep their questions until you have finished presenting your
recommendations.
Page 40 of 56

The assessment criteria you will be assessed on includes the following:
• appropriate introduction and building rapport
• explore solutions that meet clients’ goals and objectives
• present broker solution to clients’ request
• explain relative fees and charges
• collaborate on risk identification
• response to questions, record customer feedback and actions taken.
Assessor checklist — role play
Role play:
Student: Hello, Sir and Ma'am. Good Afternoon!
Volunteer: Hello
Student: I am here to discuss about the loan you have applied for and I will be assisting you
through out the process of loan taking as I am your broker. Our organisation is one of the leading
firms that lends loans.
Volunteer: Ok That's Great.
Student: Can I know about that which type of loan are you looking?
Volunteer: I have been married 5 years and rented until now while you save for your own home
and yes, I have applied for a home loan as we want to buy a new home by own. We have noticed a
property that we want to buy. The property you wish to purchase is a 10 year old established 2
bedroom apartment, with purchase price $490,000
Student: Can you share the information of the property with me?
Volunteer: yes sure. These are the details of property.
Address Unit 1, 92 Seaside Lane Edgartown (Your state)
Purchase price $490,000
Description 2 bedroom, 2 bathroom, Strata Title apartment
Agent details Stephanie Jones
Landline 8123 1113
Mobile [phone]
I have $79,600 in savings and wish to contribute about $75,000 toward purchase to cover deposit
and the fees and charges which you have estimated at $25,000. me and my wife both have good
jobs and earn good salaries, there are no family plans for 5 years
Page 41 of 56

Student: Now I get it, the total loan amount will be around 490000 dollars.
Volunteer: yes now we would like to know about the scheme you are offering for the home loan.
And we want to know about the longest term available but would like the option to repay the loan
more quickly.
Student: Sure Sir and Ma'am. All the loan requirements are these and Loan application fee is
waived under Special Offer.
 30-year term
• premium option home loan features
• variable interest rate (for this case use 4.5% p.a.)
• LMI to be capitalized
• proposed settlement date — six weeks from exchange of contracts
• ability to make additional payments from time to time without penalty
• fortnightly repayment option
• redraw facility
• funds access via card.
Apart from this there will be four different types of fees that will be required to be paid by you.
These are purchase and mortgage stamp duty, transfer fee, registration fee etc.
Volunteer: Ok that's fine. We would like to know about more details of loan proceedings.
Student: Sure, but I want the details of your incomes and expenses so that I can fulfil the main
requirements.
Volunteer: the details of both of us are as follows:
Philip (date of birth 21/2/87)
Position Team Leader (full time)
Employer ACE Pty Ltd, 101 City Rd, Westside (Your state)
Phone [phone]
Income (gross) $58,000 p.a. monthly gross income: $4,833
Employer contact Dwayne Johnson, HR Manager
Length of service Since October 2005
Driver’s licence 8855KL
Email [e-mail]
Jennifer (date of birth 8/10/88)
Page 42 of 56

Position Accountant (full time)
Employer Tech City, 804 High Street, City East (Your state)
Phone [phone]
Income (gross) $95,000 p.a. monthly gross income: $7,917
Employer contact Bruce Wayne, HR Manager
Length of service Since March 2006
Driver’s licence 17016C
Email [e-mail]
Student: On sir and ma'am we are good to go. I will share these details with my seniors and let you
know about the further proceedings.
Volunteer: Okay.
Student: Thank you for your valuable time.
Volunteer: your welcome.
Assessor checklist completed after observing the audio recording of the role play
Demonstrated or
Not yet demonstrated
1 Uses appropriate introduction and builds rapport Not yet demonstrated
2 Explores solutions that meet clients’ goals and objectives Not yet demonstrated
3 Presents appropriate broker solution to clients’ request Not yet demonstrated
4 Explains relative fees and charges Not yet demonstrated
5 Collaborates on risk identification Not yet demonstrated
6 Responds to questions, records customer feedback and actions taken Not yet demonstrated
Student resubmission response (if required
by assessor):
Assessor feedback: Resubmission required?
No
Page 43 of 56

Part 5: Role play
You will participate in a role play for a maximum of 5 minutes. The role play must be conducted by
audio recording. You will need a volunteer to assist you in the role-play.
For your volunteer you need to select an appropriate person who is able to participate in the
volunteer role criteria below. The volunteer needs to understand that this is part of your
assessment. Provide a copy of the Volunteer Guide in your KapLearn subject to your volunteer so
they understand what they need to do in your assessment.
You will not be assessed on your acting ability. You will be assessed on the criteria listed below the
task under Assessor feedback.
When starting your role-play recording, ask your volunteer if they give permission to be
included in the audio recording. The volunteer needs to agree verbally before the recording may
continue.
Page 44 of 56

Task
In this role play, you will play the role of a mortgage broker’s assistant at YS Finance Sydney, a
practice that has been established for 10 years and provides advice on business, home and
investment loans.
Your manager at YS Finance has provided you with phone numbers of two prospective clients and
has asked you to successfully undertake two cold calls.
The purpose of this role play will be to call each prospect and scope whether these two
prospective clients are interested in learning more about financial products and services, by
speaking with one of YS Finance’s credit representatives.
To successfully complete this role play, you must refer to and follow the ‘Client prospecting
guidelines’ located in the Toolbox.
Call 1:
Is to be made to a prospect named Susan Phillips and will lead to a positive outcome; with the
prospect wishing to talk with Jim Kelly, a credit representative at YS Finance.
Call 2
Is to be made to a prospect named David Williams.
On this occasion, you will not have a positive outcome with the prospect, and the call will not
advance beyond seeking permission to continue with the call.
After completing these two (2) calls, you must record details from each call in the ‘Prospect
Register’ below, as per instructions in the ‘Client prospecting guidelines’ in the toolbox, to build up
organisational knowledge of prospecting client’s characteristics.
Call 1
Student - Hello, I am Susan Williams.
Volunteer – Hello madam.
Student – I want to research a better interest rate on the investment loan as it is 4.8% currently. I
don't think it is providing me profit.
Volunteer – Ok mam, I can suggest you to increase the invested amount.
Student – As the interest only period on loan is expiring within three months, I want to change this
for enhancing the profit.
Page 45 of 56

Volunteer – Sure madam. I am filing request for your problem.
Student – ok. This will be very good. I am not liking current lender and I need to have alternate
providers.
Volunteer – sure this will be done according to your needs.
Student - Lenders mortgage insurance was paid on original loan and I think I have to pay it.
Volunteer – I don't think it has to be done in here.
Call 2
Student - Hello, may I talk to sir for a moment.
Volunteer – Sorry. I am busy right now.
Page 46 of 56

Date Prosp
ect
name
Date entered in
’Do not call’
register if
applicable
Outcome or
Comments
Credit
Representative
allocated
Date that the Credit
Representative will
need to contact the
prospect
8th
Septemb
er
Susan
Philips
12th September
When talking to this
client, he was informed
about the ways for
increasing credit profit.
There is need of
managing the credit
data as well as
financial statements for
determining degree of
risk. This is involved
in credit or lending
money. The credit
manager asks about
deals of loan and
revenue.
It is analysed that
liquidity, profitability
and credit histories
are evaluated for
managing the
establishments within
different geographies
locations
A report is prepared
for managing the
degree of risk involved
within the extending
plans which are based
upon the earnings and
saving data. The client
is told about
overseeing the lending
process of company.
This includes creating
credit scoring models
and settling of loan
terms. This helps in
determining the
experience of
managing degree of
finance. There is need
of evaluation of loan
requests. It helps in
managing the potential
revenues and losses for
client.
Page 47 of 56

Date Prosp
ect
name
Date entered in
’Do not call’
register if
applicable
Outcome or
Comments
Credit
Representative
allocated
Date that the Credit
Representative will
need to contact the
prospect
9th
Septemb
er
David
Willia
ms
13th september Consultation for the
management is needed
in order to develop and
exchange credit
information. Financial
ratios are developed
and verification of
credit transaction takes
place accordingly. As
the credit manager, it
is very important to
manage information
and observe data
accordingly. There is
also requirement of
developing relevant
sources so that client
will be happy and
satisfied. Several ways
are present for
managing the
interaction with
computers and this is
used ion order to
manage the
development of
software and hardware.
The credit manager
has given advise to
this client after
researching and
evaluating credit
worthiness of
individual. There is
need of managing
and controlling the
credit based activities
effectively so that the
person takes credit
loan. It will help to
manage the
responsibilities
effectively.
Client is provided
effective handling of
credit analysis. There
is excellent analytical
skill required for
creating and
processing financial
spreadsheets. It is
helpful in negotiating
skills and developing
banking and finance
problems. Client's
problem of managing
and sustaining client
relation is solved by
increasing
communication. There
is need to make
effective decisions in
order to control the
bad debts and enhance
revenue of client.
There is discussion of
credit reports which is
helpful in managing
the presentation that is
provided to senior
management. There is
evaluation of interest
Page 48 of 56

Note: Under the NCCP, credit representatives are authorised to engage in specified credit activities
on behalf of a credit licensee — for example, a mortgage broker.
Assessor checklist — role play
Page 49 of 56

Assessor checklist completed after observing the audio recording of the role play
D
e
m
o
n
s
t
r
a
t
e
d
o
r
N
o
t
y
e
t
d
e
m
o
n
s
t
r
a
t
e
d
1 Used appropriate questioning and listening skills to determine prospective client’s needs Not yet demonstrated
2 Successfully undertake cold calling, relationship building and prospecting for sales of
financial products and services Not yet demonstrated
3 Used a range of communication and interpersonal skills to gather prospect’s details Not yet demonstrated
4 Informed prospective client of role of advisers and organisation Not yet demonstrated
5 Established a sales response and recorded required information Not yet demonstrated
Student resubmission response (if required
by assessor):
Assessor feedback: Resubmission required?
Page 50 of 56

No
Page 51 of 56

Part 6: Role play — Team work
You will participate in a role play for a maximum of five (5) minutes. The role play will be
conducted by audio recording. You will need a volunteer to assist you in the role play.
For your volunteer, you need to select an appropriate person who is able to participate in the
volunteer role criteria below. The volunteer needs to understand that this is part of your
assessment. Provide a copy of the Volunteer Guide from your KapLearn subject room to your
volunteer, so that they understand what they need to do in your assessment.
You will not be assessed on your acting ability. You will be assessed on the criteria listed below
under the student role.
When starting your role-play recording, ask your volunteer if they give permission to be
included in the audio recording. The volunteer needs to agree verbally before the recording may
continue.
Page 52 of 56

Task:
You are a mortgage broker who works at XY Mortgages.
You currently have seven (7) clients who are at varying stages in the loan process:
• You have already submitted a loan application for three (3) of them.
• You are awaiting settlement for two (2) of them.
• You are at the stage of finalising the loan application for one (1) of them.
• You have recently been assigned one (1) of them by your manager. You have not yet contacted
or met this one.
You have another colleague in your team, who is also a mortgage broker. You both report to the
same manager.
Your manager will normally assign clients who come into the practice, between you and your
colleague; according to your workloads. However, your manager is currently on leave.
During your manager’s absence, two new tasks have arisen:
• A new client has come to the practice and needs to be assigned to a broker.
• The CEO of the practice, has sent through a request to receive a completed summary report of
your team’s activities from the last financial year. This is due within three business days.
In this role play, you are to conduct a team meeting with your colleague, in your manager’s
absence. Your volunteer will play the role of your colleague.
In this team meeting you will need to do the following:
1. Discuss with your colleague the status of their loans and ascertain what stage each of their
loans are at.
2. Discuss with your colleague how, over the next week, you will both manage these two (2) new
tasks and come up with a plan of who will complete each task. Ensure that you encourage your
colleague to participate in (and take responsibility for) these tasks with you.
3. Organise a meeting time, in the near future, where you and your colleague can discuss the
progress made on these two tasks (note: you do not need to conduct this future meeting).
Remember, you are not being judged on your acting ability. You will be assessed on the criteria
listed in the checklist below.
Assessor checklist – role play
Page 53 of 56

Assessor checklist completed after observing the audio recording of the role play
D
e
m
o
n
s
t
r
a
t
e
d
o
r
N
o
t
Y
e
t
D
e
m
o
n
s
t
r
a
t
e
d
1 Actively encourage team members to participate in and take responsibility for team activities
and communication processes Not yet demonstrated
2 Determine tasks to be done and identify relevant conditions to work autonomously or in team
environment Not yet demonstrated
3 Plan work to manage resources, time and priorities Not yet demonstrated
4 Contribute to organisational planning process as required to achieve service improvement Not yet demonstrated
Student resubmission response (if required
by assessor):
Assessor feedback: Resubmission required?
Page 54 of 56

No
Volunteer to team members- It is necessary for us to conduct regular meetings every day in
order to take care of fact that the report making is in progress. Also till the time manager is back
everyone is requested to up date me with your client's status every evening after work. It is mot
necessary to come for a face to face meeting. You can update me about your progress through e
mails. But it is necessary for everyone to do that.
Colleague- In order to achieve service improvement it is necessary to make quality calls. We will
be inspecting every move of all the members in our team in order to check on the services they
are providing.
Volunteer-It is necessary to create the report which must be sent to CEO. Therefore, the new client
for mortgage can be assigned to one member in team. Team member 1 and 2 can work in pair to
acquire the client. On the other hand rest of two can help us to complete the summary of report
that is to be sent to CEO. It is necessary to explain them the task effectively as the report holds to
be of great importance for the organization.
Colleague- the whole financial year can be divided into 3 parts. The two team members can work
on the two parts and the third part of financial year report will be created by us. It will also help
us to compile the work and go through their work effectively. It is necessary to guide them
through work and also make sure that compilation of work is done accurately.
Volunteer- The absence of manager makes it necessary to manage this work. It will help us prove
our efficiency. There are a number of criteria on which the following meeting will be discussed.
The time of meeting will be fixed and everyone is required to be there on time,
Volunteer- In the absence of the manager I will be conducting this team meeting. Everyone is
required to share their progress of work. We can start from the left.
Team member 1- I have 3 clients currently. The two of my clients have already submitted their
application and for the third client I am still waiting for settlement.
Team member 2- I have 5 clients who are all settled. I was assigned 2 new clients this week by
manager and both of their loan application is already finalized.
Team Member 3- I have acquired 1 new client last week. However, I am lacking behind my target.
Recently I have 5 new leads and I hope I can complete my target the coming week.
Page 55 of 56

Colleague- The meeting is also held to inform everyone in tea about the next week's operations and
targets.
Volunteer- Two people are now required to work together and also the personal visit to client will
be made by both of them together. It is important to understand strengths and weaknesses of each
other and work together. It will also help to effectively complete the task on time.
Page 56 of 56