Oral Assignment

Audio
Diploma of Finance and Mortgage Broking Management
(DFMB1_OR_Audio_v2)

Student identification (student to complete)

Please complete the fields shaded grey.

Student number

Oral assignment result (assessor to complete)

Result — first submission Not yet demonstrated

Parts that must be resubmitted

Result — resubmission (if applicable) Not applicable

Result summary (assessor to complete)

Oral Assignment (Audio) Time First submission Resubmission (if required)

Part 1: Instructions n.a. n.a.

Part 2: Role play 1 and 2 20 minutes Not yet demonstrated Not applicable

Part 3: Role play 3 10 minutes Not yet demonstrated Not applicable

Part 4: Role play 4 10 minutes Not yet demonstrated Not applicable

Total time required 40 minutes

Feedback (assessor to complete)

[insert assessor feedback]

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DFMB1_ORMG_Audio_v2 © Kaplan Education Pty Ltd. All rights reserved.
Before you begin
Read everything in this document before you start your oral assignment by audio recording.

About this document

This document is the oral assignment — half of the overall written and oral assignment.
This document includes the following parts:
• Part 1: Instructions for completing and submitting this assignment
• Part 2: Role play 1 and 2 — 20 minutes
• Part 3: Role play 3 — 10 minutes
• Part 4: Role play 4 — 10 minutes

How to use the study plan

We recommend that you use the study plan for this subject to help you manage your time to complete
the oral assignment within your enrolment period. Your study plan is in the KapLearn Diploma of Finance
and Mortgage Broking Management (DFMB1v2) subject room.

You will need to start preparing for your oral assignment a few weeks before the written and
oral assignment is due.

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Part 1: Instructions for completing and submitting
this oral assignment

Completing the oral assignment

For this oral assignment, you are required to complete the following tasks:

Part 2: Case study 1

• Role play 1. To be completed by audio recording with a volunteer.
Your assessor will complete the checklist.
• Role play 2. To be completed by audio recording with a volunteer.
Your assessor will complete the checklist.

Part 3:
• Role play 3. To be completed by audio recording with a volunteer.
Your assessor will complete the checklist.

Part 4:
• Role play 4. To be completed by audio recording with a volunteer.
Your assessor will complete the checklist.

More information regarding requirements for the oral assignment is provided in the resources in your
subject in KapLearn.

Saving your work

Download this document to your desktop, type your answers in the spaces provided and save your
work regularly.
• Use the template provided, as other formats will not be accepted for these assignments.
• Name your file as follows: Studentnumber_Subjectcode_Oral_versionnumber_Submissionnumber
(e.g. 12345678_DFMB1_OR_v2_Submission1).
• Include your student ID on the first page of the assignment.

Before you submit your work, please do a spell check and proofread your work to ensure that everything is
clear and unambiguous.

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Submitting the oral assignment
Only Microsoft Office compatible oral assignments submitted in the Word template file will be accepted for
marking by Kaplan Professional. You need to save and submit this entire document. Incomplete oral
assignment documents and/or audio recordings will be returned to you unmarked.

Do not remove any sections of the document.

Do not save your completed oral assignment as a PDF.

You will also need to upload an audio recording of your oral assessment.

The maximum file size for the written assignment (word document), oral assignment (word document)
and audio recording is 20MB. Once you submit your oral assignment and audio recording for marking, you
will be unable to make any further changes to it.

You are able to submit your written and oral assignment earlier than the deadline if you are confident you
have completed all parts and have prepared a quality submission.

Refer to your study guide so you can plan ahead to complete your audio recording before the written and
oral assignment is due.

For more information, see the resources in your subject about how to organise and upload your audio
recording in KapLearn.

Note: The written assignment (in Word), oral assignment (in Word) and audio recording must all be
submitted together on or before your personal due date. Please check KapLearn for your due date.

The oral assignment marking process

You have 12 weeks from the date of your activation in this subject to submit your completed
oral assignment and audio recording.

If you reach the end of your initial enrolment period and have been deemed ‘Not yet demonstrated’ in one
or more assessment items, then an additional four (4) weeks will be granted, provided you attempted all
assessment tasks during the initial enrolment period.

Your assessor will mark your assignments and return them to you in the subject room in KapLearn under
‘Assessment’ tab/‘Written and Oral Assignment’ page.

Make a reasonable attempt

You must demonstrate that you have made a reasonable attempt to complete all the parts of your
oral assessment. Failure to do so will mean that your oral assignment will not be accepted for marking,
therefore, you will not receive the benefit of feedback on your submission.

If you do not meet these requirements, you will be notified. You will then have until your submission
deadline to submit your completed written and oral assessment.

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How your oral assignment is graded
Oral assignment tasks are used to determine your ‘competence’ in demonstrating the required knowledge
and/or skills for each subject. As a result, you will be graded as either Demonstrated or Not yet
demonstrated for this oral assessment.

Your assessor will follow the below process when marking your oral assignment:
• Assess your responses in each part of the oral assessment and then determine whether you have
demonstrated competence in each question or checklist.
• Determine if, on a holistic basis, your responses have demonstrated overall competence.

You must be deemed to be demonstrated in all assessment items in order to be awarded the units
of competency in this subject, including:
• all of the exam questions
• the written and oral assignment.

‘Not yet demonstrated’ and resubmissions

Should parts of your oral assignment be marked as ‘not yet demonstrated’, you will be given an additional
opportunity to amend your responses so that you can demonstrate your competency to the required level.

You must address the assessor’s feedback in your amended responses. You only need to amend those
sections where the assessor has determined the assessment result is ‘not yet demonstrated’.

You may be asked to re-record a part of your audio recording or to answer some written questions in this
document. Use a different text colour for any written sections of your resubmission. Your assessor will be
in a better position to gauge the quality and nature of your changes. Ensure you leave your first assessor’s
comments in your oral assignment, so your second assessor can see the instructions that were originally
provided for you. Do not change any comments made by a Kaplan assessor.

Units of competency
This oral assignment is your opportunity to demonstrate your competency against these units:
FNSCUS511 Develop and maintain professional relationships in financial services industry

FNSFMB411 Prepare loan application on behalf of clients

FNSFMB412 Identify client needs for and present broking options

FNSFMK515 Comply with financial services regulations and industry codes of practice

FNSINC411 Conduct work according to professional practices in the financial services industry

FNSINC412 Apply and maintain knowledge of financial products and services

Note that the written and oral assignment is one of two assessments required to meet the requirements of
the units of competency.

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We are here to help
If you have any questions, you can do the following steps:
1. Read the resources and watch the video about the oral assignment in your subject in KapLearn.
2. Post your query at the ‘Ask your Tutor’ forum in your subject room. You can expect an answer within
24 hours of your posting from one of our technical advisers or Course Coordinator.

Preparing for the oral assessment

In Part 2, Part 3 and Part 4 of this assignment, you will act as a broker and will be required to make
audio recordings. In preparation for this assessment, it is helpful to prepare a list of resources and
equipment you will need for these oral tasks.

Resources list:

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Part 2: Case study 1 — Jennifer and Philip Brown
You will participate in two (2) role plays for a maximum time of 20 minutes. The role plays will be
conducted by audio recording. You will need a volunteer to assist you in the role plays.

Role play and volunteer instructions:

For your volunteer, you need to select an appropriate person who is able to participate in the volunteer
role criteria below. The volunteer needs to understand that this is part of your assessment. Provide a copy
of the Volunteer Guide in your KapLearn subject to your volunteer so they understand what they need to
do in your assessment.

You will be assessed on the criteria listed below under the student role. To demonstrate to your assessor
that you meet the criteria, it is important that the interaction you undertake in your role play is realistic.
So while it’s recommended that you prepare in advance and follow the guidance provided in the role play
instructions, please do not script or read your responses — rather, allow the interaction to flow naturally.

When starting your role-play recording, ask your volunteer if they give permission to be included in the
audio recording. The volunteer needs to agree verbally before the recording may continue.

Your volunteer cannot be a past or current student of this course with Kaplan.

See the resources in your subject room in KapLearn to assist you in preparing for your role play.

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Role play 1 — Interviewing the client
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 the Fact Find document from the Written assignment helpful.
To set the scene for this role play:
Undertake the initial interview with the clients. You can assume they have come into your office for
the meeting.
• Demonstrate your ability to build rapport with the clients.
• Explain your responsible lending disclosure obligations including best interests duty — provide the client
with the appropriate documentation at the appropriate time in the meeting and explain the document
to the client.
• Use a form of technology in your presentation (i.e. refer to a website such as MoneySmart for further
information, or refer to an online calculator etc.).
• Inform your client of your role as a mortgage broker in helping them to obtain a loan, and include your
customer service standards (e.g. turn-around times, how often you will contact them etc.).
• Inform the client of your relationship with your primary list of lenders and inform the client of the range
of lending products that may be available.
• Advise the client of your broking fees and commissions and how these will be disclosed to the client.
• Use your communication skills and questioning techniques to identify three (3) current client needs
and objectives.
• Using questioning techniques, ask your client about their future plans, (i.e. are you planning any other
significant expenditure in the next few years).
• Ask two (2) clarifying questions (i.e. ‘you mentioned you wanted a low interest rate loan, some low
interest rate loans have account keeping fees, which is more important to you?’).
• Explain the short-term and long-term advantages and disadvantages of a fixed interest rate loan term
for the client.
• Thank the client for bringing in all of the documents you listed in your email (e.g. bank statements,
payslips, ID etc.), although the tax returns are not included. You need to ask your client for their tax
returns. However, your client is hesitant about providing their tax returns as they are concerned about
the lender knowing their tax file number. Help your client to understand why it is required and what
protections you will provide.
• End the interview by thanking your client for coming in and advise them of when you will next be
in contact.
The assessment criteria you will be assessed on includes the following:
• uses appropriate introduction and builds rapport
• meet responsible lending disclosure documents obligations
• advised client of responsible lending obligations
• established clients’ needs, objectives and requirements and confirm this with client in accordance with
responsible lending obligations
• asking a specific question in regard to responsible lending obligations and if necessary explain further if
client does not understand what responsible lending is
• confirmed the accuracy of information and documents provided by reviewing documents with client
• clarified customers current and future needs
• asked clarifying questions about products
• used questions to clarify needs
• explained advantages and disadvantages of a product feature

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• manage client resistance.

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Assessor checklist: Role play 1 — Interviewing the client
Demonstrated or
Assessor checklist completed after listening to the audio recording of the role play Not yet demonstrated
1 Used appropriate introduction and builds rapport Not yet demonstrated
2 Met responsible lending disclosure documents obligations Not yet demonstrated
3 Advised client of responsible lending obligations Not yet demonstrated
4 Established clients’ needs, objectives and requirements and confirm this with Not yet demonstrated
client in accordance with responsible lending obligations
5 Confirmed the accuracy of information and documents provided by reviewing Not yet demonstrated
documents with client
6 Clarified customers current and future needs Not yet demonstrated
7 Asked clarifying questions about products Not yet demonstrated
8 Used questions to clarify needs Not yet demonstrated
9 Explained advantages and disadvantages of a product feature Not yet demonstrated
10 Managed client resistance Not yet demonstrated
11 Communicated clearly, naturally and appropriately with the client Not yet demonstrated

Student resubmission response (if required by assessor):

Assessor feedback Resubmission required?

No

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Role play 2 — Presenting the loan offer
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 the Fact Find document from the Written assignment helpful.

To set the scene for this role play:

The client is coming into your office following on from their initial meeting with you in Role play 1.

The main objective of this meeting is for you to:

• provide the client with two (2) loan options from two (2) different lenders
• make a recommendation on which product you believe meets their needs and objectives
• allow the client to ask questions.

During this client meeting, you 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:
• Open the meeting and demonstrate your ability to maintain rapport with the client.
• Provide a brief overview of your understanding of the clients’ needs (this could be an outline summary
of their proposed loan structure).
• Provide a brief overview of their current savings and available funds to complete the purchase
(use information from the case study).
• Present two (2) different loan product options from two (2) different lenders to the client.
• Present an alternate loan structure to your client from the original proposal (e.g. a split loan).
• Present the client with your recommended product and why you recommend it, include two features of
that product that meet your client’s needs.
• Identify risks associated with the loan (i.e. lender mortgage insurance or fixed rate loan).
• Provide the client with the terms and conditions and Product Disclosure Statement (documents).
• Confirm with the client the term, interest rate, amount of loan (confirm they understand).
• Ask the client if the loan product recommended is suitable to meet their needs.
• Allow the client to ask three (3) questions about the loan selected – respond to each of the client’s
concerns and offer an alternative/solution and/or a specialist.
• Obtain agreement to proceed with an agreed loan product.
• You need to request additional documents (i.e. latest bank statement).
• Obtain a signature on the application form and privacy consent form.
• Explain to the client once the loan application is prepared, the steps taken by the lender before a formal
approval can be granted.
• Explain your customer service standards to follow up with the client.
• You are required to present your analysis and recommendations to your client (your volunteer) and
respond to any concerns they may have.
– invite questions from the client and respond accordingly.

There are no rules regarding the format of your presentation; however, it must be presented so that it is
succinct and easily understood by clients. Please use the format that best suits you — this could include
covering the detail you have prepared in a written proposal document. Remember that the way you speak
in your presentation is realistic. So while it’s recommended that you prepare in advance and follow the
guidance provided in the presentation instructions, please do not script or read your responses word-for-
word — rather, allow the presentation to flow naturally as if you were talking directly to the client in real
life.

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The role play requires the volunteer to ask at least three (3) questions, there is guidance provided to the
volunteer in the volunteer guide. Remember, you are not being judged on your acting ability. Your
assessment is about how you communicate and interact with the client. You may need to adjust your
presentation of the proposal, depending on the time that the questions are asked. However, to manage
time, you may ask the volunteer to keep their questions until you have finished presenting your
recommendations.

The assessment criteria you will be assessed on includes the following:

• maintain rapport with the client
• present two (2) loan options and review the documentation with the client
• presented alternate loan structure
• presented preferred lending option
• asked client about product suitability
• identified risks associated with the loan
• obtained approval to proceed
• requested additional documents
• obtained signatures
• explained procedures following approval
• explained customer service standards.

Assessor checklist: Task 2: Role play 2 — Presenting the loan offer

Demonstrated or
Assessor checklist completed after listening to the audio recording of the role play Not yet demonstrated

1 Maintain rapport with the client Not yet demonstrated

2 Present two loan options with evidence of reviewing documentation with client Not yet demonstrated

4 Presented preferred lending option Not yet demonstrated

5 Asked client about product suitability Not yet demonstrated

6 Identified risks associated with the loan Not yet demonstrated

7 Responds to client concerns and provides an alternative/solution and/or Not yet demonstrated
specialist referral

8 Obtained approval to proceed Not yet demonstrated

9 Requested additional documents Not yet demonstrated

10 Obtained signatures Not yet demonstrated

11 Explained procedures following approval Not yet demonstrated

12 Explained customer service standards Not yet demonstrated

Student resubmission response (if required by assessor):

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 Assessor feedback Resubmission required?

No

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Part 3: The loan decision

Role play 3
You will participate in a role play that includes four (4) phone calls for a maximum of 10 minutes in total.
The role play will be conducted by audio recording. You will need a volunteer to assist you in the role play.

For your volunteer, you need to select an appropriate person who is able to participate and meets the
volunteer role criteria below. The volunteer needs to understand that this is part of your assessment.
Provide a copy of the Volunteer Guide (located in your KapLearn subject room) to your volunteer so they
understand what they need to do in your assessment.

You will be assessed on the criteria listed below under the student role. To demonstrate to your assessor
that you meet the criteria, it is important that the interaction you undertake in your role play is realistic. So
while it’s recommended that you prepare in advance and follow the guidance provided in the role play
instructions, please do not script or read your responses – rather, allow the interaction to flow naturally.

When starting your role-play recording, ask your volunteer if they give permission to be included in the
audio recording. The volunteer needs to agree verbally before the recording may continue.

Your volunteer cannot be a past or current student of this course with Kaplan.

To set the scene for this role play:

You are required as the broker to call your client, Wes or Wendy Evans, and provide them with the
outcome of their loan application.

Wes or Wendy Evans applied for an investment home loan which was submitted to XYZ bank. You have just
received a phone call from the lender who explained that the loan application has not been approved in its
current structure.

Although the lender had accepted the property offered as security, the Lender’s Mortgage Insurance
provider would not accept the property due to its location at 90% LVR.
You are required to call the client and advise them of the non-offer by the lender and the reason why.

You are also required to offer a solution to the client to amend the structure of the application which may
be more favourable to the lender.

The client has some equity in their home. Although they were reluctant to use their home as security for
this investment, you suggest that they should consider offering their property as additional security for the
loan which will bring the LVR down to 80%. This will remove the need for Lenders Mortgage Insurance and
save them approximately $10,000.

Call 1

Call Wes or Wendy Evans and explain the reason for your call.
• advise the client the reason for the non-offer on their loan application
• provide a solution to the client that you think will make the application more favourable
• the client then asks you to contact their solicitor to bring them up to date with the status of their loan
application.

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Call 2

Call the client’s solicitor, Belinda or Bill Moore, and introduce yourself.

Explain the reason for the non-offer by the lender and what additional actions have been agreed between
you and the client as per Call 1.

(Your volunteer will play the role of the Client’s Solicitor, Belinda or Bill Moore. Details for your volunteer
are located in the Volunteer Guide)

Call 3

Call the client Wes or Wendy Evans.

Advise the client that their loan has been approved as per the amended loan structure.

Advise the client that the lender requires further information. They require a copy of their building
insurance for both properties and explain that this is a requirement that will be outlined in their credit
contract.

Call 4

The loan has progressed, and loan contracts have all been signed and sent back to the lender.
You have gained confirmation from the lender that all documents are now in order.

Call Belinda or Bill Moore, Wes and Wendy’s solicitor, to advise that all parties are now ready to settle.

The assessment criteria you will be assessed on includes the following:

• obtain the decision of a lender and notify the client
• advice the client on how to proceed following the lender’s decision
• gather additional information required by the lender to support the loan
• demonstrate communicating outcomes with stakeholders
• communicate information on property, insurances and securities in credit contract to client
• communicate confirmation that all parties are ready to settle with client and conveyancer/solicitor.

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Assessor checklist: Role play 3 — the loan decision

Demonstrated or
Assessor checklist completed after listening to the audio recording of the role play Not yet demonstrated

1 Obtain decision of lender and notify client of non-offer Not yet demonstrated

2 Advise clients on how to proceed following the lender’s decision on a non-offer Not yet demonstrated

3 Gather additional information required by lender to support the loan Not yet demonstrated
application

4 Demonstrated communication of outcomes with stakeholders Not yet demonstrated

5 Communicate information on property, insurances and securities in credit Not yet demonstrated
contract to client

6 Communicate confirmation all parties are ready to settle with client and Not yet demonstrated
conveyancer/solicitor

Student resubmission response (if required by assessor):

Assessor feedback Resubmission required?

No

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Part 4: Communicating with colleagues and
stakeholders

Role play 4
You will participate in five (5) short role plays for a maximum of 10 minutes. The role plays must be
conducted by audio recording and include three (3) meetings and two (2) phone calls. You will need a
volunteer to assist you in the role-plays.

Refer to role play and volunteer instructions above. Remember that the interaction in your role play is to be
realistic. So while you may prepare in advance, please don’t script or read your responses – rather, allow
the interaction to flow naturally.

Before starting your role-play, ask your volunteer if they give permission to be included in the audio
recording. The volunteer needs to agree verbally before the recording may continue.

To set the scene for this role play:

In your role as a mortgage broker, effective communication skills displayed with colleagues and
stakeholders play an important role in the success of a business.

In this task, you are playing the role of either a loan administrator or a mortgage broker. You will be
involved in a series of meetings and phone calls with your manager, colleagues and stakeholders.

Meeting 1

You are to conduct a short meeting with your manager to discuss the priority of three (3) client files and
a report that is due for submission. The purpose of the meeting is for you to prioritise and negotiate your
workload. There is capacity to delegate work to other colleagues. You are to agree on the priority of these
tasks and how they will be met.
• Client file A is at documentation stage and is due to settle in 15 days.
• Client file B is at approval stage and is due in 30 days (you will be on annual leave when settlement is
due).
• Client file C has had the initial client meeting and is due to settle in 45 days. A recommendation needs to
be prepared and a second meeting with the client is required urgently so as the application process can
begin.
• Your quarterly client prospecting report to the general manager is due in two days and the timeframe is
not negotiable.

At the end of the meeting, the following items were discussed and agreed with your manager:
• You will conduct a meeting with your colleague to explain that you are delegating work to them and
what they need to do.
• The target for the following month has been increased from 8 to 10 home loan applications submitted
per credit representative/broker. Your manager is going on leave the following day for two (2) weeks.
There is a team meeting scheduled and you have been asked to conduct that meeting on behalf of your
manager to deliver this target and discuss other important items.

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Meeting 2 — Team meeting

Following on from Meeting 1, you are now going to meet with one of your colleagues who is also a credit
representative/mortgage broker.

The purpose of this meeting is to delegate one of your work tasks that you discussed with your manager in
Meeting 1. This is to ensure that all of your tasks are completed on time.

Once you have negotiated which work task your colleague will take on, your colleague asks you for some
assistance with their role.

Your colleague advises you that they are struggling to achieve the required Continuous Professional
Development (CPD) points for the year. They have asked you to provide them with two (2) workshops that
you think will assist them to improve in their role as well as satisfy two (2) CPD points.

Meeting 3

Following on from Meeting 1 with your manager, you are going to conduct a team meeting.

The agenda is as follows:

Item 1 — Home loan application target for next month

You are to advise the team of the increase in their monthly home loan application target for the following
month. Provide the team with the one (1) strategy to achieve this target and encourage one other team
member to provide one (1) strategy. Praise and thank the team member for their idea.

Ask the team if there are any questions and respond appropriately and move on to the next agenda item.

Item 2 — The weekly training topic: ‘Buyer resistance, conflict resolution and persuasion techniques’

This topic has been raised several times over the last month and has been chosen for this month’s training
session.

Provide your colleagues with two (2) reasons for resistance they may encounter when closing the sale with
clients and one (1) suggestion for overcoming resistance. (Check the volunteer guide to ensure you do not
provide the same suggestion that is outlined for the volunteer).

The volunteer will offer a suggestion, acknowledge that it is correct and praise them for their response. If
their response does not match the examples for resistance you provided, you must provide a correct
suggestion for overcoming resistance.

Thank the team for their attendance and contribution.

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Call 1

You are to make a call to the local real estate office and try to establish a working relationship with the view
of gaining client referrals from them.

During the call you are to cover the following:

• Introduce yourself and the business you represent.
• Provide the reason for your call — you are seeking to form a working relationship and gain client
referrals.
• You can refer clients who have a pre-approval to the real estate agent.
• Advise the real estate agent of the following:
– the types of products and services that your brokerage firm can assist with
– the role your brokers play in assisting the client.

End the call with an agreed follow up call timeframe. Allow the volunteer to advise a suitable time frame.

Call 2

You have just interviewed a client that was referred to you by the new referral source. The meeting went
very well, and the client has decided to proceed with a loan.

Make a call to the referrer to thank them for the referral. An objective of the call is to develop and nurture
the relationship for future client referrals.

You should cover the following during the call:

 Introduce yourself and the business you work for
 Build rapport already established with the referrer
 Explain how you would want to develop the referral relationship going forward.

The referrer has asked whether you think the client will be able to get a loan and how much do you think
they can borrow. You are to respond to the question keeping in mind that you must ensure you maintain
client confidentiality when you respond.

Thank the referrer and end the call on a positive note.

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Assessor checklist: Role play 4 — Communicating with colleagues and
stakeholders

Demonstrated or
Assessor checklist completed after listening to the audio recording of the role play Not yet demonstrated

1 Discussed targets and strategies Not yet demonstrated

2 Explained plans to improve job role Not yet demonstrated

3 Discussed with a colleague the job role Not yet demonstrated

4 Conducted cold call with prospect referrer Not yet demonstrated

5 Build on relationship with the existing referrer Not yet demonstrated

6 Maintains confidentiality when communicating with external parties Not yet demonstrated

Student resubmission response (if required by assessor):

Assessor feedback Resubmission required?

No

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