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Subject Code : CIVMB
Assignment Task

 

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).

 

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. Ensure that you include the document/s relevant to Responsible lending disclosure obligations that must be provided before discussing credit activities with the client. (For this assessment
there is no need to attach the document/s.)
 

Question 3
In Parts 3, 4, 5 and 6 of this assignment 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.
 

Question 4
Aside from the resources and equipment identified in Part 2 Question 3 of this assignment:
• 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.
 

Question 5
In Part 5 of this oral assignment 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:
• 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?
 

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.

 

case study — Philip and Jennifer Brown

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.

 

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 assignment 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)

 

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  • Posted on : March 04th, 2019
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