EXERCISE 4 TASK Total marks possible 50 Please answer

the questions below. You can either write...

EXERCISE 4 TASK Total marks possible 50 Please answer the questions below. You can
either write...

EXERCISE 4

TASK Total marks possible 50

Please answer the questions below. You can either write or type y
GET THE ANSWER>> https://solutionlly.com/downloads/exercise-4-task-total-marks-
possible-50-please-answer-the-questions-below-you-can-either-write
EXERCISE 4 TASK Total marks possible 50 Please answer the questions below. You can
either write...

EXERCISE 4

TASK Total marks possible 50

Please answer the questions below. You can either write or type your answers into a separate
document. Please name your document file with “Your Name” and “Exercise 4”.

You must provide an answer to each question.

In some cases we will give you a reference to the unit in which you will find the information you
require. In some cases you may need to rely on your understanding from what you have
learned from the content, or undertake a search on the internet.

The questions will also be used to assess your language and literacy skills. The assessor will
check all your exercises and assignments to ensure - that they are accurate with correct
grammar and punctuation - that they are appropriate to the target audience. - that they show
planning and organisational skills. - that they demonstrate your ability to search for products and
service information and use problem solving approaches to identify customer needs and
expectations.

QUESTIONS

1. List at least 5 points that are important to ensure communication delivers on customer needs,
expectations and priorities. (5 marks)
1 / 10
2. It is important that staff should deliver an outstanding customer experience at all times. What
are the specific behavioural competencies that this requires and how would this be measured?
(5 marks)

3. Using information provided in Unit 2, it is important that an organisation continually improves.

How might an organisation collect information to facilitate this? (3 marks)

4. There are many laws that regulate the way businesses may provide service to a client. Why
is this important and what is your responsibility? (3 marks)

5. Write a short guide regarding customer service that you would use, as a mortgage broker, to
look after a customer. Your guide should not be more than 5 pages (approximately 2,500
words) and should include the following points: (5 marks). ? Identify and clarify customer needs
and expectations ? Assess the urgency of the request ? Determine priorities for service delivery

? Inform the customer of possible choices ? Assist in the selection of the preferred option ?
Address what action you would take if you were unable to satisfy the customer need ? Seek
appropriate assistance where appropriate ? Provide prompt service to customers ? Establish
and maintain rapport with customers ? What action might be taken if there was a complaint ?
Provide assistance should there be a specific need ? Propose cross-selling opportunities that
may be apparent ? Seek customer feedback ? Review customer satisfaction ? Use feedback to
improve customer service

6. Detail some clear recommendations on how to improve service delivery to prospective

customers. (2 marks)

7. Using information in Unit 11, before a mortgage broker attempts to handle an objection they
must first determine what kind of objection they are dealing with. There are three common types
of objections. List the three objections and provide a brief explanation of each one. (1 mark)

8. Using information in Unit 12, there are four main personality types a mortgage broker may
have to deal with. List the four types and provide a brief description of each. (1 mark)

9. Using information in Unit 12, there is a five point plan to successfully establishing networking,
list the five prescribed methods. (1 mark)

10. Using information in Unit 4, list four different sectors of the financial services industry and
describe how they interrelate. (4 marks)

11. Name five things you can think of that may make your current or future business more
environmentally sustainable (the business can be your own or the business you will, or would
like to, be working for). (3 marks)

12. List 10 documents required for an ACL application. You may need to refer to the Appendix
10. (3 marks)

2 / 10
13. Visit four different bank’s websites, list one loan product from each website, and list the key
features of each of those products (4 marks)

14. Using the steps provided in Unit 9 Practice Activity 1 ‘Calculating Borrowing Capacity’,
determine what this client can borrow, at an interest rate of 5%, qualifying rate of 7%,a loan
period of 25 years, on salaries of Mr X $105,000 gross per annum and Mrs X $47,000 gross per
annum, they have two children. They have credit cards of $10,000 limit and a personal loan of
$25,000 at repayments of $600 per month. (Tip: if you include your calculations we will try to
understand whether your final result has been achieved correctly). (6 marks)

15. Employability Skills The topics below refer to the basic employability skills you need in order
to carry out the duties of a finance broker. Not all the competencies listed below may directly
relate to the topics within the course units so you need to think about each topic rather than look
for answers in the course itself. You are required to complete a short statement on each point
below that demonstrates how you believe each issue will reflect on your employability skills. (4
marks, .5 for each point completed) ? COMMUNICATION - ? TEAMWORK – ? PROBLEM
SOLVING – ? INITIATIVE AND ENTERPRISE – ? PLANNING AND ORGANISING – ? SELF
MANAGEMENT – ? LEARNING – ? TECHNOLOGY –

This completes your Exercise 4

Scenario

A potential first home buyer phones and asks you to explain the various loan options available
to them and the benefits and disadvantages of each one. They make mention of “no-frills
loans”, professional packages, lines of credit and honeymoon rates, so you must cover these 4
in your answer as a minimum.

Task Total marks possible 50

Write a “script” to be used in response to this enquiry that clearly explains the various loan
options available and the benefits and disadvantages of each one. - You do not need to
improvise further comments from your first home buyer - You should incorporate at least one
selling message into the script - Keep your script to 450 words maximum.

We encourage you to type your script, however you may handwrite on the back of this sheet if
you do not have access to a computer/typewriter.

NOTE: Assume for the purpose of this assessment task that you will focus on answering the
specific question, rather than following a prospect sheet or checklist. You do not need to include
any conversation from the customer, just your own.

Task Total marks possible 50

Assume you are now a mortgage broker and you are either working as an independent
3 / 10
contractor, or are self-employed or about to open a franchise. Assume you have two other staff
members working with you. Their roles are your choice.

Using the template we have provided as a guide, prepare a basic business/marketing plan
outline for your business, for the next 12 months, incorporating the following activities: -
Developing professional relationships - Networking - Prospecting for clients - Marketing ideas -
Client retention

Guidelines - 1. You must type your marketing/business plan ie. construct it as a document on
your PC and save either as a doc or pdf file. A minimum of 4 typed pages is expected. 2. You
will not need to provide any budgeting estimates for the purpose of this Exercise but you are
welcome to do so 3. You will not be judged on your typing or word processing ability 4. The
marketing plan template we have provided is for guidance only – you do not need to provide
information for all of the points outlined unless you feel they are relevant and you do not need to
follow the template we have provided if you already have your own business plan document or
template to follow 5. You will not be judged on your skill as a marketing expert but on your
evidence of understanding of the points below 6. If you still feel unsure where to start with your
business/marketing plan, then you should Google this to get a feel for what different plans can
incorporate. We want to know what strategies you would use in order to succeed as a broker.
Points you must cover - ? How do you envisage being able to apply your knowledge, skills and
understanding to enable clients’ needs and expectations to be met and how will you
incorporate the functions associated with the provision of a quality, professional practice to
those customers. ? How do you envisage you will develop, nurture and maintain professional
relationships with clients, colleagues and other referrals in order to complete work tasks, further
the reputation of the organisation or your company, as well as the profession generally, and
improve long term relationships and sales. ? How do you envisage you will establish contact
and then build rapport both in your own industry and within other finance industries
incorporating sales and presentation skills as well displaying an industry-knowledge of
regulations, disclosure and selling. ? How do you envisage identifying and contacting potential
client prospects through use of networks, leads and research skills.

FNS40815 CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING – ASSESSMENT

TASKS Page 3

© Copyright 2015 The National Finance Institute V.010715

So just repeating …

Overleaf is the template mentioned which we have provided for guidance only – you do not
need to provide information for all of the points outlined unless you feel they are relevant and
you do not need to follow the template we have provided if you already have your own business
plan document or template to follow. The template is provided to make it easier for you.

You can use the template as a guide or you can design your own business/marketing plan.

If you do not feel that you have sufficient knowledge to construct a business/marketing plan, you
will need to search on the internet for assistance.

If you are going to be working for a company who has their own business plan, you can utilise
4 / 10
the ideas within that plan PROVIDED THAT, you customise it to suit your own situation, your
own anticipated methodology and your own ideas for how YOU are going to succeed in the
finance industry ie. what strategies will YOU utilise.

A minimum of 4 typed pages is expected.

Attachments:

EXERCISE-4.docx

FNS40815-Exer....pdf

FNS40815-Exer....pdf

5 / 10
EXERCISE 4 TASK Total marks possible 50 Please answer the questions below. You can
either write...

EXERCISE 4

TASK Total marks possible 50

Please answer the questions below. You can either write or type your answers into a separate
document. Please name your document file with “Your Name” and “Exercise 4”.

You must provide an answer to each question.

In some cases we will give you a reference to the unit in which you will find the information you
require. In some cases you may need to rely on your understanding from what you have
learned from the content, or undertake a search on the internet.

The questions will also be used to assess your language and literacy skills. The assessor will
check all your exercises and assignments to ensure - that they are accurate with correct
grammar and punctuation - that they are appropriate to the target audience. - that they show
planning and organisational skills. - that they demonstrate your ability to search for products and
service information and use problem solving approaches to identify customer needs and
expectations.

QUESTIONS

1. List at least 5 points that are important to ensure communication delivers on customer needs,
expectations and priorities. (5 marks)

2. It is important that staff should deliver an outstanding customer experience at all times. What
are the specific behavioural competencies that this requires and how would this be measured?
(5 marks)

3. Using information provided in Unit 2, it is important that an organisation continually improves.

How might an organisation collect information to facilitate this? (3 marks)

4. There are many laws that regulate the way businesses may provide service to a client. Why
is this important and what is your responsibility? (3 marks)

5. Write a short guide regarding customer service that you would use, as a mortgage broker, to
look after a customer. Your guide should not be more than 5 pages (approximately 2,500
words) and should include the following points: (5 marks). ? Identify and clarify customer needs
and expectations ? Assess the urgency of the request ? Determine priorities for service delivery
6 / 10
? Inform the customer of possible choices ? Assist in the selection of the preferred option ?
Address what action you would take if you were unable to satisfy the customer need ? Seek
appropriate assistance where appropriate ? Provide prompt service to customers ? Establish
and maintain rapport with customers ? What action might be taken if there was a complaint ?
Provide assistance should there be a specific need ? Propose cross-selling opportunities that
may be apparent ? Seek customer feedback ? Review customer satisfaction ? Use feedback to
improve customer service

6. Detail some clear recommendations on how to improve service delivery to prospective

customers. (2 marks)

7. Using information in Unit 11, before a mortgage broker attempts to handle an objection they
must first determine what kind of objection they are dealing with. There are three common types
of objections. List the three objections and provide a brief explanation of each one. (1 mark)

8. Using information in Unit 12, there are four main personality types a mortgage broker may
have to deal with. List the four types and provide a brief description of each. (1 mark)

9. Using information in Unit 12, there is a five point plan to successfully establishing networking,
list the five prescribed methods. (1 mark)

10. Using information in Unit 4, list four different sectors of the financial services industry and
describe how they interrelate. (4 marks)

11. Name five things you can think of that may make your current or future business more
environmentally sustainable (the business can be your own or the business you will, or would
like to, be working for). (3 marks)

12. List 10 documents required for an ACL application. You may need to refer to the Appendix
10. (3 marks)

13. Visit four different bank’s websites, list one loan product from each website, and list the key
features of each of those products (4 marks)

14. Using the steps provided in Unit 9 Practice Activity 1 ‘Calculating Borrowing Capacity’,
determine what this client can borrow, at an interest rate of 5%, qualifying rate of 7%,a loan
period of 25 years, on salaries of Mr X $105,000 gross per annum and Mrs X $47,000 gross per
annum, they have two children. They have credit cards of $10,000 limit and a personal loan of
$25,000 at repayments of $600 per month. (Tip: if you include your calculations we will try to
understand whether your final result has been achieved correctly). (6 marks)

15. Employability Skills The topics below refer to the basic employability skills you need in order
to carry out the duties of a finance broker. Not all the competencies listed below may directly
relate to the topics within the course units so you need to think about each topic rather than look
for answers in the course itself. You are required to complete a short statement on each point
below that demonstrates how you believe each issue will reflect on your employability skills. (4
7 / 10
marks, .5 for each point completed) ? COMMUNICATION - ? TEAMWORK – ? PROBLEM
SOLVING – ? INITIATIVE AND ENTERPRISE – ? PLANNING AND ORGANISING – ? SELF
MANAGEMENT – ? LEARNING – ? TECHNOLOGY –

This completes your Exercise 4

Scenario

A potential first home buyer phones and asks you to explain the various loan options available
to them and the benefits and disadvantages of each one. They make mention of “no-frills
loans”, professional packages, lines of credit and honeymoon rates, so you must cover these 4
in your answer as a minimum.

Task Total marks possible 50

Write a “script” to be used in response to this enquiry that clearly explains the various loan
options available and the benefits and disadvantages of each one. - You do not need to
improvise further comments from your first home buyer - You should incorporate at least one
selling message into the script - Keep your script to 450 words maximum.

We encourage you to type your script, however you may handwrite on the back of this sheet if
you do not have access to a computer/typewriter.

NOTE: Assume for the purpose of this assessment task that you will focus on answering the
specific question, rather than following a prospect sheet or checklist. You do not need to include
any conversation from the customer, just your own.

Task Total marks possible 50

Assume you are now a mortgage broker and you are either working as an independent
contractor, or are self-employed or about to open a franchise. Assume you have two other staff
members working with you. Their roles are your choice.

Using the template we have provided as a guide, prepare a basic business/marketing plan
outline for your business, for the next 12 months, incorporating the following activities: -
Developing professional relationships - Networking - Prospecting for clients - Marketing ideas -
Client retention

Guidelines - 1. You must type your marketing/business plan ie. construct it as a document on
your PC and save either as a doc or pdf file. A minimum of 4 typed pages is expected. 2. You
will not need to provide any budgeting estimates for the purpose of this Exercise but you are
welcome to do so 3. You will not be judged on your typing or word processing ability 4. The
marketing plan template we have provided is for guidance only – you do not need to provide
information for all of the points outlined unless you feel they are relevant and you do not need to
follow the template we have provided if you already have your own business plan document or
8 / 10
template to follow 5. You will not be judged on your skill as a marketing expert but on your
evidence of understanding of the points below 6. If you still feel unsure where to start with your
business/marketing plan, then you should Google this to get a feel for what different plans can
incorporate. We want to know what strategies you would use in order to succeed as a broker.
Points you must cover - ? How do you envisage being able to apply your knowledge, skills and
understanding to enable clients’ needs and expectations to be met and how will you
incorporate the functions associated with the provision of a quality, professional practice to
those customers. ? How do you envisage you will develop, nurture and maintain professional
relationships with clients, colleagues and other referrals in order to complete work tasks, further
the reputation of the organisation or your company, as well as the profession generally, and
improve long term relationships and sales. ? How do you envisage you will establish contact
and then build rapport both in your own industry and within other finance industries
incorporating sales and presentation skills as well displaying an industry-knowledge of
regulations, disclosure and selling. ? How do you envisage identifying and contacting potential
client prospects through use of networks, leads and research skills.

FNS40815 CERTIFICATE IV IN FINANCE AND MORTGAGE BROKING – ASSESSMENT

TASKS Page 3

© Copyright 2015 The National Finance Institute V.010715

So just repeating …

Overleaf is the template mentioned which we have provided for guidance only – you do not
need to provide information for all of the points outlined unless you feel they are relevant and
you do not need to follow the template we have provided if you already have your own business
plan document or template to follow. The template is provided to make it easier for you.

You can use the template as a guide or you can design your own business/marketing plan.

If you do not feel that you have sufficient knowledge to construct a business/marketing plan, you
will need to search on the internet for assistance.

If you are going to be working for a company who has their own business plan, you can utilise
the ideas within that plan PROVIDED THAT, you customise it to suit your own situation, your
own anticipated methodology and your own ideas for how YOU are going to succeed in the
finance industry ie. what strategies will YOU utilise.

A minimum of 4 typed pages is expected.

9 / 10
 Attachments:

EXERCISE-4.docx

FNS40815-Exer....pdf

FNS40815-Exer....pdf

GET THE ANSWER>> https://solutionlly.com/downloads/exercise-4-task-total-marks-

possible-50-please-answer-the-questions-below-you-can-either-write

10 / 10
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