Professional Documents
Culture Documents
Student details
Course name
Email
Phone Phone (other)
When you upload your assessment you will be asked to confirm that your assessment submission to
AAMC Training is your own work and NOT the result of plagiarism or excessive collaboration, and that all
material used from any third party has been identified and referenced appropriately. AAMC Training may
conduct independent evaluation checks and contact your supervisor to discuss your assessment.
Checklist of attachments:
Once your assessment has been uploaded it will be pending review with your nominated
course assessor and marked within 5-10 working days. You will receive an email advising
you have been marked as “satisfactory” or “additional information required”.
If you have queries relating specifically to your assessment please log an ‘Assessment Query’
under the HELP tab on your Members Area dashboard and a Student Support officer will
respond.
Alternatively, if you have an administration query please go to ‘Admin Query’. For example: I
am having trouble with uploading my assessments and require assistance – can you please
help me with this?
Should you need to speak to someone during office hours, please contact us by:
Phone: +61 (03) 9391 3643 / +61 (0)8 9344 4088 OR Email: info@aamctraining.edu.au
Please refer to AAMC Training’s full Recognition Policy for further details.
In addition to fully reading and understanding the contents of the Learner Guide, you
have been provided an FMB Assessment Toolkit. We urge you to fully read and
understand both of these resources prior to commencing the following tasks as they will
assist you in successfully achieving an understanding of this module and thus a satisfactory
result. Most of these tasks are related to the FMB Assessment Toolkit. You will also need
to access some of the forms and templates in the Useful Resources section of your Members
Area.
Your answers to the task questions are to be typed into this document and uploaded.
No assessment word count has been specified, although you are expected to provide good
quality answers to each of the questions.
At the time of going to print the web links in this document were current. If you find a
broken link please research yourself and advise AAMC Training of the issue.
Although some general discussion between students covering the assessment is allowed
your responses to each of the questions must be an individual effort.
PLEASE NOTE: AAMC Training only wants to see your own work. Please do not upload
parts of the learning guide or instructions on how to complete. When this extra
information is uploaded it presents unnecessary work for the assessors and in turn delays
our assessment responses.
Task 1: You will notice that there are two options of Case Study within this assessment – the
first (A) is more specifically for Mortgage Brokers, the second (B) for brokers in the Plant &
Equipment and Motor Vehicle field. Please complete only the stream relevant to you and
indicate this on the assessment cover sheet.
Either the Mortgage Finance or Motor Vehicle Equipment Checklist must be submitted
with the fully completed assessment. This must encompass all documents from initial
contact with the clients through to settlement of the loan. Documents must be submitted
in a suitable logical order as listed on the checklists and consist of all relevant NCCP
documents.
The documentation required should be consistent for all submissions, however student
submissions will vary in regards to outcomes based on the interpretation of the data and
“client” responses during the interview process.
As you are aware, our learning centre allows for 5 uploads per assessment (max 20MB per
file). As there are many attachments required for this assessment, you may wish to embed
documents as a way of minimising document uploads. Please see instructions on how to do
this if you are not familiar with this practice.
You will notice that there are two options of Case Study within this assessment –
the first (A) is more specifically for Mortgage Brokers, the second (B) for brokers in
the Plant & Equipment and Motor Vehicle field. Please complete only the stream
relevant to you and indicate this on the assessment cover sheet.
Choosing one of the case studies presented below, prepare a loan file from contact with the
clients to preparing the loan application for lodgement with the client’s lender of choice.
In completing this task, you need to demonstrate to your assessor that you are competent in
the following areas and able to:
communicate ideas and information
collect, analyse and organise information
plan and organise activities
work with others in a team
use mathematical ideas and techniques
solve problems by providing solutions
use technology.
To do this you will need to compile a report (Client Needs Review/Fact Find) indicating your
thoughts and processes on different aspects of your application. These may include, but are
not limited to:
the choice of loan product for your client and the information about the loan product that
you presented to them. Where you located the product information. Remember there is
no right/wrong answer to this area, it is always subjective.
the use of technology to compare the product/fees, find information on the products etc.
how you would work in a team situation with your co-workers, lenders, real estate
agents, mentor etc.
In areas where you do not have copies of actual supporting documentation, insert a page with
the name of the document you would include e.g. copy of driver’s licence for the client.
There are a number of templates in the Member’s Area under ‘Useful Resources’ that you
could use in your submission.
Remember there is no right or wrong answer as each client you see presents a new challenge
and if you can provide solutions for those challenges you will be well regarded and successful
in this industry.
Because this course is taken nationally, we ask that you localise addresses and
places of employment so that you can have familiarity with the assessment.
You will have to take into account any necessary adjustment of stamp duty
concessions for first home buyers. This will have to be considered when discussing
and setting out the fees and costs with your clients. You will have to contact your
Office of State Revenue to determine the correct amount of benefits to which your
clients are entitled.
BACKGROUND
Mark Armstrong, a friend from the local tennis club, has suggested you contact a couple
known to him (the Hendersons) who are seeking their first home loan. They have been
renting and wish to establish some permanency by purchasing a block and building a home. A
referral agreement with Mark has been completed in compliance with regulations.
Currently the family is renting in a suburb near you and paying $475 per week in rent to the
local Ray White real estate office. Due to diligent saving after very heavy previous medical
expenses for their son Michael, they find themselves in a satisfactory financial position.
They have purchased a block of land within reasonable distance from the high school and are
negotiating with a builder.
APPLICANT DETAILS
Alan Jacob Henderson of 17 Capital Court, In a suburb near you. (4 years)
DOB 04.01.1982
EMPLOYMENT Marketing Manager - National Clients
EMPLOYER Hi-Temp Gas
ADDRESS 21 Alwyn Street, In your City
CONTACT Tel: (H) 91000000 (B) 87643210 (M) 0419999999
Facs: 91000001
Email: hendo@hitemp.com.au
Website: www.hitempgas.com.au
PERIOD 6 YEARS
GROSS INCOME $111,000 p.a
MOTOR VEHICLE Fully maintained
Cheryl Ann Henderson of 17 Capital Court, In a suburb near you. (4 years)
DOB 07.03.1981
EMPLOYMENT Law Clerk
EMPLOYER Smith, Smith and Smith
ADDRESS Suite 14, 12 Flinders Street, In your City
CONTACT Tel: (H) 91000000 (B) 65432101 (M) 0416667901
Facs: 03 10000001
Email: cherylann@smithys.com.au
Website: www.smithslegal.com.au
PERIOD 6 YEARS
GROSS INCOME $65,000 p.a.
OTHER DETAILS
DEPENDENTS Jennifer Ann Henderson DOB 07.03.2004
Michael Alan Henderson DOB 07.03.2004
NEAREST RELATIVE NOT John Joseph Henderson (Brother)
LIVING WITH APPLICANT 108 Budburst Ave, In a suburb near you
0410000000
BANK DETAILS NAB – BSB: 001 002 A/c Number: 1234567
REAL ESTATE AGENT Flying High Estate Agents
4 Birdsnest Avenue, In a suburb near you.
CONTACT: Hugh Talon
Tel: 10000700 Facs: 10000080
Email: hught@gmail.com
BULDER Homes Plus More (Master Builders)
38 Archdeacon Street West, In a suburb near you.
CONTACT: Grace Love
Tel: 40000000 Facs: 40000003
Email: grace@hpm.com.au
CONVEYANCING FIRM Lightning Settlements
Suite 3, 4 Business Ave, In a suburb near you.
CONTACT: Louise Stratton
Tel: 10004000 Facs: 10005000
Email: lulu@lightningsetts.com.au
PROPOSED ADDRESS Lot 47 Eaglehawk Circle, In a suburb near you.
LAND DESCRIPTION Lot 47 on Plan of Subdivision 731680Z
PARENT TITLE Volume 11580 Folio 996
Created by instrument PS725680G 04.04.2018
VENDOR Inspired Developments Pty Ltd
Suite 114/ 100 Bridge Road, In a suburb near you.
Tel: 50000001 Facs: 50000002
Email: Info @inspired.com.au
SETTLEMENT DATE 14/00/20XX
When completing your Fact Find/ Client Needs review please remember the Duty of Care.
One of the most important questions you should ask is about Risk Protection. Have the clients
considered the ramifications of financial hardship caused by illness, accident or death?
The Q & A component of the CNR covers this adequately. You are made aware their contents
are insured but they have no insurance policies covering life, trauma and income protection.
This is where you ask what cover they consider is enough in view of the financial
commitments they are now planning? Will Cheryl have to visit Centrelink if an unforeseen
event happens to Alan and vice versa? Should they have to change their lifestyle? Not if the
Broker carries out all the requirements to provide the clients’ needs.
SCENARIO:
The Hendersons:
signed a contract of sale subject to finance for 3 weeks
have $110K savings
are eligible for FHOG (don’t forget to add the FHOG amount to their funds to complete)
paid a $24K deposit on the $240K block of land
estimate construction costs will be in the vicinity of $350-360K
(Students in all jurisdictions will have to adjust the land and construction costs
to fit in the capped amount criteria.)
estimate they will spend an additional $32K on new furniture and curtains
wish to use $78K of their savings as equity/deposit
pay off their credit cards in full every month.
You are to interview the clients and propose a loan structure that will suit their needs. They
have indicated that they would like to be provided a minimum of three (3) sound lending
strategies acceptable with different providers.
The above are points of discussion that should appear in your interview notes to ensure that what
you are proposing is not unsuitable for the clients for you to address responsible lending.
As at 00 / 00 / 00XX
ASSETS LIABILITIES
Limit Owe Payment Lender
$ $ $ $
Bank Savings (NAB) 17,000
Cash Management A/c
Bankwest 93,000
20XX Mitsubishi Outlander 27,000 21,000 539 88.PCM ANZ
Furniture 95,000
Collectables 40,000
Share Portfolio 25,000
Superannuation (AJH) 177,860
(CAH) 89,141
CREDIT CARDS
NAB VISA (AJH) 5,000 221.00 (cleared monthly)
Westpac VISA (CAH) 4,000 878.00 (cleared monthly)
NB: Where evidence is required i.e. payslip/offer & acceptance/financials etc., AAMC Training will accept the
evidence being typed on a blank piece of paper rather than supplying copies of the required evidence.
For example: “This represents the payslips for Billy Smith for the periods ending 14 th and 28th Month 20XX.”
*Samples of the abovementioned forms can be found under Useful Resources of the Utilities tab at your
login Dashboard – either in the Loan Application, Complex Lending or Useful Forms folders.
John and Samantha Brown have decided to upgrade their main vehicle and will give their
1995 Mitsubishi to their son. The Holden ute will still be used by John to travel to work.
They are seeking to fund the full purchase of a Holden Captiva Active 7 seater and have
provided an invoice from the dealer. The new vehicle is required to do a lot of country
travel and tow a caravan as they intend to take a number of trips.
Mr and Mrs Brown have full time employment and been working for the same companies for
over 5 years since moving from interstate.
Mrs Brown is the bookkeeper for FSR Consulting Pty Ltd and is responsible for all invoicing
and reporting. Mr Brown works fulltime for Build It Right Carpentry Pty Ltd as a
carpenter.
They have also completed a personal statement of position which is enclosed with the
documents.
Samantha Brown
1 Bourke Street Your Tax file number is
Point Cook VIC 3030 456 XXX XXX
Date Issue
3 July 20XX
**************************Additional information***************************
Tax offsets and Other Credits include $20.00 Franking tax offset.
PLEASE SEE THE REVERSE FOR IMPORTANT INFORMATION ABOUT YOUR ASSESSMENT.
S.C. Ashmore-Smith
Deputy Commissioner of Taxation
Sydney Office, Sydney NSW
John Brown
1 Bourke Street Your Tax file number is
Point Cook VIC 3030 456 XXX XXX
Date Issue
3 July 20XX
For the year ended 30 June 20XX (or substituted accounting period)
**************************Additional information***************************
Tax offsets and Other Credits include $20.00 Franking tax offset.
PLEASE SEE THE REVERSE FOR IMPORTANT INFORMATION ABOUT YOUR ASSESSMENT.
S.C. Ashmore-Smith
Deputy Commissioner of Taxation
Sydney Office, Sydney NSW
GST 3,672.32
Registration 816.50.00
TAX INVOICE
ABC
ABC Financial Services
Date: October 29, 20XX
INVOICE 78
To:
Macquarie Leasing Pty Ltd
GPO Box 5435CC
Melbourne VIC 3001
DESCRIPTION AMOUNT
Sub Total
GST
Total price
Payments/credits
NB: Where evidence is required i.e. payslip/offer & acceptance/financials etc., AAMC Training will accept the
evidence being typed on a blank piece of paper rather than supplying copies of the required evidence.
For example:
Summary
Ordinary pay and leave $ 1,040.11 Deductions $ 175.47
Taxable Allowances $ 0.00 P.A.Y.E $ 9,124.95
Non Taxable Allowances $ 0.00 Tax Credit $ 0.00
Gross pay $ 1,040.11 Net Pay $ 864.64
Year to date $ 54,086.00 Benefits $ 0.00
Employee ID
John Brown
1 Bourke Street, Point Cook VIC 3030
Summary
Ordinary pay and leave $ 1,505.92 Deductions $ 322.91
Taxable Allowances $ 0.00 P.A.Y.E $16,790.56
Non Taxable Allowances $ 0.00 Tax Credit $ 0.00
Gross pay $ 1,505.92 Net Pay $ 1,183.01
Year to date $ 78,308.00 Benefits $ 0.00
NB: Where evidence is required i.e. payslip/offer & acceptance/financials etc., AAMC Training will accept the
evidence being typed on a blank piece of paper rather than supplying copies of the required evidence.
For example: “This represents the payslips for Billy Smith for the periods ending 14 th and 28th Month 20XX.”
*Samples of the abovementioned forms can be found under Useful Resources – Forms, Documents &
Templates of the Utilities tab at your login Dashboard – either in the Loan Application, Complex
Lending or Useful Forms folders.
DOCUMENTS
MORTGAGE (M) AND/OR
PLANT, EQUIPMENT, VEHICLE FINANCE/COMMERCIAL LENDING (PEVC)
Type Data
M/PEVC File Notes from first contact through to Settlement in chronological order ☐
M/PEVC Evidence of loan approval ☐
M only Loan/letter of offer from lender ☐
M/PEVC Borrowers checklist (Document sign-up) ☐
M only Correctly signed home loan contract (including transfer of land and mortgage of land
☐
relevant to the State.)
PEVC Correctly signed Consumer Loan contract for the Lender chosen ☐
M/PEVC Insurance details – Home Certificate of Currency or Motor Vehicle Certificate of Currency ☐
M only Borrowers Authority and Instructions ☐
M only Evidence of settlement related communications between all parties (Broker, Conveyancer,
Lender, Client) e.g. a letter or email showing settlement communications between all ☐
parties.
M/PEVC Letter of successful settlement from broker ☐
M/PEVC Service Questionnaire or relevant example of feedback from client ☐
☐
☐
☐
Samples of the below-mentioned forms can be found under Useful Resources of the
Utilities tab at your login Dashboard – either in the Loan Application, Complex
Lending or Useful Forms folders.
1. Financial Services Along with the ACR’s profile this guide is handed to the clients at initial
Credit Guide/Credit interview and it sets out the services that are offered along with the Privacy
Guide Policy of that organisation and the complaints procedure.
2. Authority to Act & The authority to act allows the finance broker to act on behalf of the client
Privacy Consent Form when dealing with the lender and other related parties to loan. The privacy
consent form allows the finance broker to store and use relevant client
information to assist in the loan application process without breaching privacy
laws. This will most likely be contained in the credit proposal
(mentioned below).
3. Authorised Credit This form is which sets out the Authorised Credit Representative’s profile and
Representative profile authority to act on behalf of a credit licence holder and what products the
ACR can introduce to under that authority. At initial interview the clients
must be handed a copy. This may be an addendum to the Credit Guide.
4. Data Collection – By using a Client Needs Review/Fact Find you will have all the information
Business or Personal required to form an opinion as to what type of loan best suits the clients’
Consumer Client requirements. At the same time you are acting with due diligence in asking
Needs Review/fact the clients questions about their financial security in the event of an
Find unforeseen circumstance that causes financial hardship. You have a legal
obligation to yourself and the clients to make them aware of the ramifications
of an unexpected illness, accident or even death. By signing a Client Needs
Review they can accept your offer of a referral to an insurance professional
or alternatively decline your recommendation, thereby you have
documentary evidence of your professionalism. You do not have to sell Risk
Products but you have complied with the requirements under the Duty of
Care by having adopted the above actions.
5. Costing sheet for fees Estimate of total fees and charges payable to the financier in relation to applying
and charges for the finance will form part of the credit proposal. However the broker may
want to complete a cost analysis to determine savings or equity versus costs
associated with the purchase and finance. This is not a requirement of the
submission but may rather be a process you may want to adopt for
purchases.
6. Interview notes A file copy of your interview notes will go a long way to avoid any adverse
opinions from any audit that may be undertaken by any aggregator company or
ASIC official. Whilst documents required under NCC such as a fact find/client
needs review, preliminary assessment and credit proposal will highlight
requirements and recommendations they may cover all conversations/ time lines
between the broker and client.
7. Preliminary Based upon your enquiries as to the financial situation, requirements and
Assessment objectives of your client you are required to conduct a preliminary
assessment to determine whether the proposed credit contract/lease is ‘not
unsuitable’ for the client. This must be done prior to suggesting the client
applies for, or providing assistance applying for a particular credit contract.
8. Credit Quote and Credit These forms may be incorporate into the one document.
Proposal Documents The Credit Quote outlines the maximum fees and charges payable to the credit
representative and licensee for credit assistance. Must be provided before
credit assistance is provided.
The Credit Proposal document outlines the fees, charges and commissions
relating to the particular credit contract or consumer lease and to whom/by
whom they are payable.
9. Statement of This is the document the client signs giving the Authorised Credit Adviser
Credit/Mortgage authority to act on the client’s behalf and also give privacy consent for the
Advice personal details to be passed onto the lending institution. It also advises the
amount of commission a broker will receive as well as the costs involved in
taking out the loan. A copy of this appointment must be given to the client
and a copy kept on your file. This document may be a combination of
industry known documents as stated above and not required if you
have completed credit proposal and credit quote
10. Evidence of income Lenders require documentary evidence of income to support a loan application.
Verifying employment may be in the form of two or three consecutively dated
payslips plus a PAYG summary that indicates regular overtime or
allowances/commissions. A letter or employment contract from the employer
will also suffice in the absence of payslips. Other income will require
documentary evidence as determined by the lender.
11. Self-employed/ A copy of the last two years individual’s and company tax returns/financial
Commercial clients statements along with a serviceability assessment for self-employed
individual/partner.
12. Signed statement of This information allows lenders to readily ascertain the financial standing of the
assets & liabilities (SOP) applicants.
13. Cash flow forecast When you are arranging funding for the larger type loans, whether it is for
plant and equipment or say, a commercial factory unit a Cash Flow Forecast is
essential as it will assist the lender in appreciating where the business is
headed. But remember it will have no bearing on the lender’s decision-
making as it will look only at anecdotal evidence.
14. Serviceability When submitting an application you are to include a Serviceability Assessment
sheet which shows the lender you have ensured the clients can afford the loan.
You will find these assessment tools form part of the lenders’ online broker
toolkit and are relatively simple to use.
When you undertake your accreditation training each lender will provide the
facility or you will have access to all the tools through your aggregator.
15. Copy of the Offer and Lenders need a copy of the completed O&A or COS to verify the purpose of the
Acceptance (WA) or loan and for the ordering of valuations, if required. You will be advised of their
Contract of Sale requirements when you complete the accreditation courses. It is also worth
noting that some lenders will only carry out a kerb-side valuation when the
LVR is 80% or less.
16. First Home Owners Whilst the Federal Government provides the funding for these concessions
Grant application each State and Territory Government administers the schemes. Therefore so
your clients can get the maximum benefits available, your task is to research
this area of funding thoroughly by visiting the Office of Revenue in the
jurisdiction in which you operate.
These forms are to be completed to accompany your case study files.
17. First Home Buyers As explained above there are variances in what concessions are available.
Stamp Duty Concession However notwithstanding the fact that in some areas solicitors/conveyancers
application or settlement agents handle this aspect of the transaction, we at AAMC believe
it is up to the Broker to ensure that there is a smooth settlement transition.
This will happen if the Broker provides the clients with the necessary
paperwork, has it completed correctly and keeps it on file for presentation to
the correct parties when settlement is due to take place.
18. Fully completed loan Let us first accept that all lenders require the same information, however
application with the layout of their application forms it just appears in different places.
You are not only expected to provide the clients’ full personal details, but you
are obliged to be honest and frank about the information you are submitting.
As a Broker you are also obliged to inform either the lender or the client of
any information of which you become aware that may have a material effect
on the transaction. If you do not follow this principle you could well become
the subject of legal action from either party.
The application forms are quite simple to complete provided, however, you
have gathered all the information to make it a simple task.
There is one area on confusion and that is the completion of the “Declaration
of Purpose”. By completing this incorrectly you may jeopardise your clients’
rights under the National Consumer Credit Protection CT 2009.
19. Notes to Lender/ Lenders when assessing a loan rely heavily on information provided. They do
not have the privilege of sitting down and interviewing the clients. As you
have already learnt, Brokers must provide as much information as possible
when submitting a loan application, of any nature, to ensure a fair and
reasonable decision can be made by the lender.
Therefore it is in everybody’s interests to highlight valid points in a Cover
Sheet. Shown below this table are two options that tell a tale. Please do not
just copy these examples and submit – use your initiative and present a
cover sheet along similar lines as we have demonstrated.
There will be many and varied reasons why you think an application should
be approved so let the lender share your reasons. Don’t make them second
guess.
If you follow this path, it will stand you in good stead with the lenders and
YOUR LETTERHEAD
Loan application for XXXXXX & XXXXXXXX
Loan amount $00000000
Latest date for approval ………/………/…………
Please find loan attached application for the above clients.
OPTIONS
Reason for loan
They have just arrived in Australia
They have moved from interstate due to employment transfer
They shared first division in Saturday’s lotto
Mum & Dad gifted them $80000
They are upgrading
Refinancing to use equity for investment or renovations, holidays or for whatever
Divorce – marriage split
Downgrading- kids left home
Employment
Just received promotion
Changed jobs for more income and permanency
Stable employment
Interstate transfer
Income
Single income is supported by Serviceability Assessment
Joint
Permanent staff for long period and expecting promotion.
RECOMMENDATION
We recommend this application in view of the following:
Stable employment
Stable address
Sound financial position
Sound income
Nothing adverse known
Security is in new expanding area
SIGNED…………………………………………………………… Date…………/…………/………………
You are required to demonstrate that you understand the lenders policy and procedures for
processing an application for credit i.e. from the point of view of a lenders credit analyst.
Once your loan application is ready to be submitted you must provide supporting evidence
that you have:
Checked and verified application details including all information to support the
application are in accordance with the lenders credit policy and procedures.
Your assessment decision to recommend the credit application refers to/is within the
lenders policy and procedures.
Overall, to support your understanding of how an application for credit is processed by the
lender; you are required to complete research and provide the following information which is
also covered in the learning material:
Detailed notes regarding the lender’s organisational approval policy and procedures for
the chosen product in your selected case study. Briefly explain why the loan met the
policy guidelines and how you researched the product and the guidelines. Including
maximum LVR, serviceability ratio, minimum loan etc. If you are unable to access the
lenders information readily the alternative is to access the Lender Mortgage Insurers (i.e.
Genworth/QBE) guidelines which are readily available on their web pages. Although the
case studies provided did not require LMI it is helpful to understand policy guidelines as
many types of lenders and loans require LMI cover.
Explain the approval guidelines i.e. who can approve/delegation; timeframes etc.
Ensure you are adherence to relevant legislation with reference to checking and verifying
application/client details and maintaining records i.e. how file and records are
maintained, how movements/milestones are monitored etc.
You are to submit a fully completed loan application form as well as:
A lenders cover sheet detailing the background of the applicants, structure of the loan,
loan product applied for, serviceability criteria.
Finally as a result of your client interview, completing relevant client documents and loan
application for the lender; you are now required to complete the remainder of customer file
supporting several of your obligations and responsibilities as a Finance Broker. These
important steps being the approval process, documentation, settlement and ongoing
relationship management. In areas where you do not have copies of actual supporting
documentation, insert a page with the name of the document, an explanation of the
document and its purpose. You would include e.g. copy of formal/unconditional approval
stating conditions of settlement.
There are a number of templates in the Member’s Area under ‘Useful Resources’ that you
could use in your submission.
You are required to submit your customer as determined by the chosen case study.
Therefore your file information must contain the following:
You should have already documenting regular communication pre your loan submission.
These interview notes incorporate all the correspondence from initial contact to loan
preparation and submission. You are now required to provide interview notes from loan
submission to post loan application process; with all parties specifically including:
- Customer
- Bank/s
- Referrer/s
- Government bodies, i.e. Stamp Duty, FHOG/ Revs
- Property Valuators
- Settlement Agent
A. The relationships built in Task 1 Case Study were the clients, referrer, settlement agent
and real estate agent.
Prepare a database on contacts made from this task by using your internal
customer record system or suitable program, i.e. Microsoft Excel spreadsheet.
You are required to submit the Excel file (or PDF/screenshot if other software is
used), showing your database layout.
B. Additionally, answer the following questions in relation to your database and building/
managing your business contacts:
4. Why is it important to have effective interpersonal styles and methods when dealing
with clients/referrers? Why is it important to consider special needs, culture, race,
religion, origin, demographics?
5. Explain why you think it would be important to follow up any business referrers as
quickly as possible.
6. What methods could you use in developing new business i.e.; advertising and
promotion of your services?