FNSSAM601: Sles Review of financial products or services

Monitor performance in sales of financial products or services Assessment item 2

Western Sydney College

FNSSAM601 Sales Management Monitor performance in sales of financial products or services

Assessment No: 2

FNSSAM601|Monitor performance in sales of financial products or services

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FNSSAM601 Sales Management  Monitor performance in sales of financial products or services


Assessment Task Requirements

You are required to complete and pass every task in the assessment in order to be deemed competent.

Assessment Task 2: Sales Performance Monitoring Project

Submission Details of Assessment

The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.

Submit this document with any required evidence attached. See instructions below for details.

Please ensure you keep an electronic and/or hard copy of this completed assessment for future use.

Purpose of the Assessment

This task provides you with the opportunity to demonstrate that you have the underpinning knowledge of routing and relevant protocols.

Assessment Description

You are required, in the role of a Branch Manager of Grow Bank, to write a Quarterly Report and then present the contents of the report to your staff.

This assessment is to be completed in the simulated work environment in the RTO.


Grow Bank is a savings and loan institution that has branches in three states as well as a strong online presence. You are a Grow Bank Branch Manager and are preparing your quarterly report to monitor the performance of the bank and your branch against organisational sales targets and quality client service standards.

Complete the following activities:

  • Write a quarterly report (about two pages in length).

    Use the Quarterly Report Template to guide your work on the report, which will be in three sections:

    Implementation of Sales Policies and Procedures.

    To ensure that the company’s sales policies and procedures have been effectively implemented, review the following documents:

    • Customer Charter
    • Customer Service Policy and Procedures
    • Customer Feedback

    This part of the report should assess whether the policies and procedures are being followed by staff. Where there are deficiencies, suggest how these could be remedied.

    Implementation of client service standards

    To ensure that the company’s client service standards have been effectively implemented, you are required to review a customer case study and assess whether the service received by the customer fulfilled the standards.

    Review the following documents:

    • Mortgage Services Policy and Procedures
    • Customer Case Study
    Achievement of sales targets

    To determine whether your branch’s sales targets have been reached, you are required to review the data that has been compiled on the performance of your branch’s tellers and compare them to the targets given.

    Review the following documents:

    • Sales Monitoring Policy and Procedures
    • Teller Data

    Look at the results of each teller individually, and as a group. Calculate the averages over the three-month period. Where there are deficiencies, suggest how these could be remedied.

    In addition, review the information given in the following links: https://www.fsunion.org.au/Upload/Sample%20letter%20stop%20sales%20targets.pdf

    https://www.mckinsey.com/industries/financial-services/our-insights/a-consumer-centric-approach-to-retail-banking-sales Use this information to assist you in an assessment of the applicability of the targets for the Tellers.

  • Send an email to the Regional Manager (your assessor).

    The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

    It should introduce and summarise the contents of the attachment and seektheir feedback.

    Attach your Quarterly Report to the email.

  • Create a staff training presentation.

    Using PowerPoint (or another presentation program), create a presentation for your branch’s staff.

    The presentation should cover all of the information in your quarterly report.

    It should include images and other visual elements to make it as interesting as possible for those viewing it.

    Your assessor will inform you of the place, date and time of your presentation.

    At least two of your colleagues will attend in the role of staff members.

  • Provide information and training session

    Prior to delivering the presentation, make sure that you practice your delivery, so you are well prepared. You will be assessed on your presentation technique as well as the content of your presentation.

    Your assessor will advise you of the date and time of your presentation and will organise at least two other students to attend the information and training session in the role of staff members.

    At the end of the presentation, you must also provide the opportunity for your audience to answer questions.

    During and after the presentation you will be required to demonstrate effective communication skills including:

    • Speaking clearly and concisely
    • Using non-verbal communication to assist with understanding
    • Asking questions to identify required information
    • Responding to questions as required
    • Using active listening techniques to confirm understanding

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