FNSSAM403 Prospect for New Clients

The assessment covers prospecting methods, cold calling, client needs review, and more. It also offers credit transfer for Identify opportunities for cross-selling products and services. The assessment requires short answers and a written test. It emphasizes the importance of encouraging prospective clients to express their needs and goals when completing a data collection. It also highlights the importance of providing correct and professional information on Facebook and LinkedIn profiles. The assessment provides tips to protect customers' personal information.

FNSSAM403 Prospect for new clients
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Assessment name FNSSAM403 Assessment
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FNSSAM403 Prospect for new clients
FNSSAM403 FMB Assessment
CREDIT TRANSFER
You may be able to claim credit transfer for a unit/s of competency that you have previously
completed with AAMC Training or another RTO. If you have been awarded a record of result or
statement of attainment for any of the units detailed below then please go to the Credit
Transfer tab in your Learning Centre and follow the prompts.
This assessment relates to the following units of competency:
 FNSSAM403 – Identify opportunities for cross-selling products and services
Please refer to AAMC Training’s full Recognition Policy for further details.
Task 1 – Short Answer
In order to successfully complete some of the tasks in this assessment you should have access to
the following documents. These are available in the AAMC Training Useful Resources or you may
wish to find your own/use your company documents.
 Credit Guide – important facts about the business and products you provide
 Adviser Profile – this may be included in your credit guide and could be simply your licence
number as the services you provide are one in the same as your licensee
 Client Needs Review – for client data gathering
 Preliminary Assessment
Questions
1. What do you believe to be three good prospecting methods and why?
1 Overview the websites The reason this method is successful is because
a business can have appropriate access to
information to every target market.
2 Director’s Jornal or Report These sources contain the best possible source
of information relating to such an aspect.
3 Inquiries The inquiry from employees of the company can
also be important method.
2. In your own opinion, what are some areas which are important to say about yourself and your
business when creating a Facebook or LinkedIn profile? Why would correct and professional
information be important to your organisation?
The information which are to be included in the setting up of a linkedIn and Facebook profile are
provide below in details:
 A description relating to the goods and services which is offered by the business and also
an instance of the target market of the business.
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FNSSAM403 Prospect for new clients
 The prices which are set for the products and the distribution channels which are avliable
to the business.
 The profiles are to be designed by professionals so that the customers are attracted by the
business profile itself
 Contact number of key personnels of the company should be present along with address
of the headquarters and prime area of operation.
 A brief history of the organization and also a history of the idea relating to the product.
 The important profiles of the business personnel with which complaints and feedback can
be provided.
 The information which are incorporated in the profile must be correct and accurate in
every aspect and also ensure that proper communication is established in the business.
3. What is cold calling? Is cold calling an effective prospecting method? Explain your answer.
Cold calling can be defined as the method which is employed by business for the purpose of
making random calls for the purpose of selling certain goods or services. This is generally done on
a random basis but it can also be done on the basis of a target market. The effectiveness of such
a method depends on the following factors:
 Oration skills of the employee staffs while asking questions
 Make a list of question you want to ask in order to ensure that there is conformity with the
clients.
 Use of polite words and soft tone is encouraged and avoid selling the products in first time
is also encouraged.
4. How would you build a relationship with a client through cold calling?
 Ask the clients regarding their tastes and preference as per the market conditions.
 Ensure that a respectful tone is used for the purpose of building up interest of the client
 Answer and statisfy every query and concerns of the clients
5. In your opinion, why would the following areas of information (found in the Credit Guide) be
important for a new client to understand? How could this information protect all parties?
 your role and responsibility as Credit Advisor
The role of a credit adviser is important as he would be able to communicate effectively with
the clients and asol address every concern of the clients. In addition to this, he would be in a
position to appropriately settle any concerns of the client and also provide legal advice for the
same.
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 the role of the organisation
The role of the organization is an important factor which needs to be considered as a positive
image of the business among the clients would attract more business and ensure effective
servicing.
 the identity of and information about the Credit Licence holder
This is essential for a new client as the client would be able to relate to the information which
they are liable to to give the credit guide and also confirm whether the information provided
would be kept confidential or not.
 the range of services provided
The range of services which is offered to the client along with their prices in order to know the
estimated cost plan of the business.
 all costs, fees, commissions etc. associated with the transaction
The cost which is associated with the trabsaction would help the client to effective make
comparison with products of other organization and make deicisons accordingly.
 the procedures for handling complaints and disputes.
To assess the effectiveness of the after sales services of the business and also evaluate the
customer compliant handling system of the business and also the response time for the same.
6. Why do you believe is it important to encourage prospective clients to express their needs and
goals when completing a data collection?
The reasons prospective clients of the business should be encouraged to express their needs and
goals are:
 To make a customer friendly environment
 To build up a strong customer base.
 To ensure that the customers do not switch to alternative organization
 To ensure that the services are provided as per the need of the organization.
7. Your client Mary Jane has advised that she would like to purchase a home worth $400,000 and
you have worked out associated costs of around $30,000. She has a deposit of $150,000. She
has spoken to friends and are concerned that she may have to pay mortgage insurance which
she hears can be a very high cost.
Complete a quick LVR calculation and explain the outcome to the client. Why is it important to
respond clearly to the client in this case? What could you do to make sure the client has
understood what you have advised?
250,000/400,000* 100= 62.5
Mortgage will have a loan to value ratio of 62.5
The above figures implies the amount of borrowing against the value of the property.
8. Your client Mary Jane is hesitant about completing some of the information in the client needs
review. As an Adviser, you must fully complete a client needs review for a number of reasons.
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What is a probing question you may ask the client to determine their resistance? What are two
points you may highlight to the client to try and overcome this situation in an appropriate
manner?
One of the questions which can asked to determine the resisitance is
“Whether the information which is is being disclosed by the clients are as per their comforts or
not.”
The two points which will be highlighted by us are listed below;
 Ensure the client that full confidentiality should be maintained by the business.
 Physical access and control will only be allowed to higher level personnels.
9. A prospective client is hesitant to use you as their broker because they are already a client
with a competitor. What interpersonal techniques and communication skills would you use to
overcome this?
Interpersonal Techniques and methods:
 Confirm from the client the areas where the business can make further improvements and
the services which have satisfied the clients.
 Offer alternative services and benefits which is not provided by alternative organization
 Opening to answer their questions as well address their queries.
10. You have now gained Mary Jane’s consent to move forward with fully completing the fact
find. She has advised that further to the basic information provided above in question 7, she
is buying the home to live in and she is a single parent on a good income in long term
employment. Mary Jane would like to pay the home off early but would also like some spare
funds for a holiday over the next 12 months. Protection of the home and her child in case of
job loss or becoming ill is highly important. Mary Jane would like to purchase another
investment property down the track to provide for her retirement. Prior to a marital
separation, Mary Jane and her ex husband had paid off another mortgage. Mary Jane has a
clear credit history. The client may also like a 100% offset account as she had one in the
past and it worked well to pay the loan off quickly. Mary Jane would prefer a major bank as
she is concerned a smaller provider may not have any branches in her area.
Whilst it would be prudent to complete a fact find under normal circumstances, for this
exercise we will ask you to complete the table below. In the table below highlight and record
the client’s goals, concerns and creditworthiness (why the lender should consider them for the
loan).
Goal Concern Creditworthiness
Purchase of Investment
Property
Credit amount Source of Finance
Spare funds for holiday sufficiency of amount good income
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mortgage insurance very high cost LVR is 34.88% so no LMI
Major Bank smaller ropvider may not
have any branches in her
area
Easily Accessible if needs
any help
Protection of the home job loss or becoming ill good income in long term
employment.
100% offset account pay the loan off quickly good income
11. John has asked you for some advice on buying a car for personal use worth $40,000 over a
five year loan term. You have completed his client needs review and must now complete some
research to present John with appropriate finance options. Research and present two products
that may be appropriate for John (you can use a number of sites including rate city to
complete this activity).
1 The use of variable loans is an option in Australia and the same is popular. In such
cases, the lender has the option of manipulating the rate of interest which would
accordingly affect the repayment schedule.
2 There is also an option of fixed rate mortgage which allows the user to have fixed rate
interest over a period of 5 years. This method keeps the interest rate in check and also
provide borrowing confidence.
12. Using a search engine, research “Ten tips to protect your customers’ personal
information”. Select one of the 10 points and in your own words briefly describe the
purpose of this step.
The tips which can be provided for the purpose of protecting customers information are
listed below:
 Restriction on access except for authorized personnels
 Single access entry
 Use of identification badges for preventing unauthorized entry.
 Data encryption’
 Use of effective monitoring techniques by using security cameras, door locks
 Use of passwords to access information
 Use of firewall and antivirus
 Use checks sums digits to prevent intrusion of authorized data
 Impelmentation of data security policy
 Training IT personnels for maintaining information and reporting any breach.
This step would ensure that confidentiality principle os closely followed by businesses and
information are kept secure by the business.
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13. You have completed a fact finder, costing analysis, and LVR calculation for a client and
have worked out the due to affordability issues, based on the living expenses they have
provided, the client is unable to borrow the required loan amount. They would be able to
borrow a loan amount of $5,000 less. Referring back to your client needs review, what
additional question/s would you ask the client?
Whether the source of income of the client is appropriate?
Whether they can manage the servicibility of the loan if further loan amount can be arranged
from elsewhere?
14. After you have completed the product research how would you prepare for the next
contact?
In order to prepare for the next contract, we follow the following steps which are related to
 Assessing the needs to the new client
 Discussing and suggesting them with best strategies for loan
 Evaluating on the effectiveness of the suggestion proposed.
Task 2 – Written Test
1. List six buyer motives and in your own words, analyse and discuss issues relating to two
of them.
1 To get access to the most updated information
2 To get the cheapest mortgage facilities
3 To attain the reliable information
4 To get advice relating to all services offered
5 To have access to the contact details of the employees
6 To get honest advices and suggestions
2. Using conflict resolution and persuasion techniques, write a response to the following
examples of buyer resistance:
Not interested Make cold calls to such customers and try to build a conversation for
getting their attention
Send me some
information
Provide essential information to the clients for the purpose of arising
their information
No money –
Can’t afford it
Provide alternative options to the clients for the purpose of ensuring
that the clients get cheapest options available.
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FNSSAM403 Prospect for new clients
You’re wasting
your time
Put emphasis on the Unique Selling Points of the business and try to
raise the interest of the clients.
3. How do you successfully undertake cold calling? Explain the process from start to finish.
The steps which are followed while engaging in a cold call are listed below:
 Shortlisting the customers and the target markets of the business
 Evalauate the taste and preference of the customers based on judgements
 Investigate regarding the customers
 Know the purpose and also the needs of the customers.
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4. Read the following article, and answer the questions below.
Information in this article may not be based on current market
statistics and is for assessment purposes only
Why Melbourne’s properties will keep on rising
In Australia, over some 120 years or so of not quite so accurate statistics, property
prices have risen at an average compound rate of 10.4%, very slightly ahead of
England. Again, property prices have doubled every 7 years or so despite droughts,
wars, changes of government, interstate and overseas migration, interest rate
movements, exchange rate movements, changing rates of unemployment, CPI
movements, etc.
Property cycles
When one takes a short-term view of property price movements, one can get confused
by apparently contradictory statistics. However, if you understand that property prices
move in 7-10 year cycles, the picture becomes a lot clearer.
Let’s take one obvious example. The movement in NSW and Victorian property prices
tend to be counter-cyclical to Queensland prices (especially South East Queensland).
This is heavily influenced by what is happening in the NSW & Victorian economics which
encourages migration to Queensland, and at other times in the cycle, people returning
to NSW and Victoria.
So, when Queensland prices are moving ahead strongly (because of this additional
demand from interstate migration), prices in NSW and Victoria exhibit slower growth,
and vice versa.
A study of cycles shows that the Sydney market is much more volatile than, for
example, the Melbourne market. Sydney prices rise faster but can also experience
significant falls in each cycle – Melbourne prices tend to rise rapidly (+25%, +20%) in
the first two years of an upturn and then more moderate increases of 3-7% in the
remaining years of the cycle till growth spurts again.
Relative prices in each capital city
Over the last 100+ years in Australia, each of the six State and Territory capitals have
established a fairly stable ranking with each other in terms of their median house and
apartment prices.
Traditionally, Sydney has always been the most expensive followed by Melbourne,
Canberra, Brisbane, Perth, Adelaide, Darwin & Hobart. Increases in prices in each of
these markets, for whatever reasons (mining booms, economic recessions, rural booms
and droughts etc) can cause some temporary shifts in the relative standing of each of
these cities. But these are normally temporary shifts and the long-term standings re-
assert themselves as the various cycles evolve.
continued on the next page
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In the last 3-4 years, Perth & Darwin prices (and to a lesser extent Adelaide and
Brisbane prices) have increased dramatically due to the boom in mining and oil
company revenues and increased demand for labour (and therefore housing) in those
cities. Sydney and Melbourne prices, while still rising, have slipped behind these other
cities in terms of relative price increases.
Basic demand & supply
The ever-increasing need for housing in Melbourne and Sydney is not based on
temporary boom factors but on underlying (substantial and permanent) shifts in
population. Each city has a strong underlying economy, which is not dependent on one
particular industry. In addition, estimates of Melbourne’s population for 2020 is over
four million people (an approximate increase of 25% in 13 years). This is huge in terms
of population increase and the need to accommodate these extra people.
The reality is that Melbourne’s building industry cannot build more than about 140,000
accommodation units (houses and apartments) per annum due to shortages of qualified
tradespeople of all types and shortage of suitably zoned land and the building permit
process. Demand, on the other hand, is estimated at approximately 170,000
accommodation units per annum. Added to this, State and Federal governments have
all but completely removed themselves from supply of affordable housing.
The inevitable consequence is that house and apartment prices will continue to rise
(quickly over the next 2-3 years and then more moderately). And rentals, which are
already moving up quickly, will continue to rise ahead of CPI.
Relativities with other capital cities will be restored by above average price increases in
Melbourne and then Sydney.
Interest rates
The spectre of a return to 16-17% interest rates (experienced only once in Australia’s
history and then only for a few months in 1990) has loomed large in many would-be
investors’ minds. This fear is understandable but not justified.
Interest rates are now approximately 1-1.5% above the lowest they have been in the
last 40 years. From an economist’s viewpoint, they are currently above the theoretical
long-term average that they should be (arrived at by adding the present CPI increase
and the additional incentive needed to be offered for people to save and lend their
money to others – historically 1.5-2.0%).
Currently rates are above their theoretically justified level. This is not to say that the
Reserve Bank will not use one or even two more 0.25 per cent interest rate rises to send
a message to the market not to get “overheated”. Even two such increases will leave
interest rates within 2% of their 40-year lows. A 0.25% per cent increase in the average
mortgage of around $220,000 is equivalent to an extra $10.60 per week ($45.80 per
month) in repayments.
By comparison, a 10% increase in the median house price in Melbourne is equivalent to
an $817 per week ($3542 per month) increase in the owner’s wealth.
continued on the next page
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Rents
The level of rents (determined by supply & demand) and the value of the properties to
which they relate establish the rental return per annum. The rental return rises and falls
at different times in the cycle as real rents and property prices move up at different rates.
Rental returns on residential property tend to vary between about 3.5-4.0% and 5.5-6.0%.
Melbourne’s rental returns have moved very close to the top end of this range and are
showing every sign of continuing to rise further as vacancy rates continue to show a decline
from over 4% to a little over 1.1% in most parts of Melbourne. The city’s long-term
imbalance between the new accommodation that can be supplied and the level demanded
by increased population/increased member of new household formations noted above,
allows the actual level of rents to continue to rise quite quickly. This will attract new
investors into the residential house and apartment markets, which will, in turn, keep
pushing prices up.
Housing affordability
There is much debate about whether houses have become “unaffordable” for young
couples. Much research has been done on the number of years’ salary it takes to buy
the “average” house, and the proportion of income taken up by mortgage repayments.
This is a very complicated issue, which has received a lot of publicity during this faux
election campaign. Despite all the rhetoric I have seen no viable recommendations
come forward and even less political commitment to solving the problem.
My view is that Australia (which has enjoyed the highest rate of home ownership in the
world) will slip in the world rankings. Those who have parents who can help them will
still be able to buy a home (especially with abundant bank credit persisting) while those
who don’t may be consigned to a life of renting. This will further stratify Australian
society with the rich getting richer and the poor getting comparatively poorer. This,
combined with governments removing themselves from constructing accommodation,
will put more reliance on a healthy private rental market and make it suicidal for
governments to remove or reduce investment incentives.
Where are we now?
The above factors of:
 Over 900 years of compound growth in residential property values;
 Where Melbourne prices are in the current price cycle;
 Where Melbourne prices are vis a vis other capital city prices right now;
 The short, medium and long term population forecasts for Melbourne;
 The building industry’s restricted capacity to build new accommodation units;
 Where we are in terms of interest rates v capital growth;
 The continuation in the rise in rents and the very low vacancy factor; and
 The lack of any coherent way of easing the pressures on accommodation
5.
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FNSSAM403 Prospect for new clients
a. Explain three points from this article that would appeal to/encourage investors seeking
to buy more property in Melbourne.
1 The interest rate is expected to rise continuously which signifies that investors can
get a better return in future period.
2 The prices rise in future would allow the current holders to sell their property and
earn profits
3 High population growth and the popularity of the area will draw more residents for
rental purpose which can be a source of income.
b. Why would it be prudent for a person to hold on to property over the long term?
Holding of property for a long time would cause increase in the valuation of the
property over time and therefore the investor would be able to sell the property at
double the price.
c. Why will housing continue to become unaffordable for first home buyers?
The basic reason for hosuing to become unaffordable in future is due to rising interest
rates and population in the country.
5. List six different prospecting methods and in your own words, compare and contrast two
of them.
Prospectin
g method
Explanation (only two required)
1 Population As the population in a country increases the prices of houses in
future would also increase due to high demand of the business which
would lead to increase in prices of house
2 Interest rates The rate of interest would naturally rise in future which would affect
the demand and costs of such houses and thus prices are expected
to rise.
3 Disposable
income
4 Demand and
supply
contraints
5 Affordability of
Houses
6 a. Relative prices
in different
areas
6. Name at least eight different marketing techniques and in your own words describe the
pros and cons of three of them.
Marketing
Techniques
Pros Cons
1 Sales Promotion
2 Advertisement Can focus on target market of Quite expensive
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FNSSAM403 Prospect for new clients
the business
3 Warranty offers
4 Sample Builiding customer trusts and
loyalty
Unproductive epenses if the
same does not work
5 Social media
promotion
Modern technique Monitoring
6 Online marketing
7 Sales and discount
offers
8 Banner promotion
7. Access the following website: https://www.finder.com.au/equipment-finance
Explain the difference between a hire purchase and a novated lease. Analyse the strengths
and weaknesses of the products and services offered.
Hire purchase Novated Lease
Hire purchase is an agreement which allows
the lender to buy an asset or equipment and
use the same for short term purposes in
return of some fixed payment
Novated lease is kind of a tripartite agreement
between employer, employee as well as the lender
of the asset. In such a case, the employer can take
out a certain portion of the salary as per
agreement from the employee and on behalf of the
employee make payments for the leases
Strengths Weaknesses Strengths Weaknesses
The tool makes the
payment for the
leases quite
convenient
The rate of interest
hike can lead to
higher production
costs
This is user friendly and
effectively can manage
the lease payments
without any hastle
One of the major
limitation is that it
cannot be used for
creating low tax
brackets groups
8. Research “The six phases of the buying and selling process”. List the steps for both the
buying and selling processes.
Buying Selling
1 Dissatisfaction Prospecting
2 Analysis Needs
3 Intervention Solution crafting
4 Selection Solution presentation
5 Commitment Win
6 Implementation Account deevelopment
9. What legislation do you need to comply with when using the following prospecting methods:
Cold calling do not call register act 2006
Telecommunication act 1997
Email Spam act 2003
10. List at least three types of information you need to provide your client with regard to:
a. your role as an adviser
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1 Responsibility of the advisor
2 Services which is to be provided and a brief knowledge about each service
3 Area where work is more emphasized
b. the role of the organisation you represent.
1 Aims and objectives of the company
2 USP of the products on offer
3 Pricing policy of the business.
11. List five questions you believe to be most important to ask a prospect to ensure that they
have a good understanding of what you provide.
1 What kind of services you are looking for?
2 How often would you require such services?
3 Purpose of Buying patterns
4 What is your pricing priorities?
5 What variety do you expect?
12. Access the “Client Needs Review –Business & Commercial” document in the Appendices or
Useful Resources Section on the AAMC Training Member’s Area.
a. What interpersonal skills would you use to encourage the client’s to express their
needs and goals?
Make sure that the client is wholly expressive and how comfortable is the client with the
information
b. Why is important to understand a prospect’s level of financial understanding?
To estimate future costs as well as an setting up an appropriate level of price
13. Why is it important to protect the client’s financial information?
The information of the clients are important to be protected os as to built a trust of the
employees and develop customer loyalty
14. Why is it important to have a prospecting database?
The prospecting of data base has significant advantages such as limiting the number of
access to the information of the business and also keeps the file of clients secure
15. How does a prospecting database help you prepare for the next contact?
The prospecting database makes it much easier to identify target markets based on different
classification standards.
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