EXERCISE 1 -

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 - 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.  

EXERCISE 2 -

Task - 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

EXERCISE 3 -

Summary - For this Exercise you are required to produce 10 new files. At the end of the task, you are required to create a zip file containing all 10 files.  Creating a zip file forms part of your assessment process of this exercise.  This zip file should then be forwarded or uploaded for assessment.  Your Zip file should be named "[Your Name], Exercise 3".    

TASK -

Activity 1 - Creating three different styles of file

Open each of the following Microsoft (or equivalent) programs:

1. Excel

2. Word

3. PowerPoint

Open/create a new file, ie. a blank document in each of the programs. Type your name into the blank page and save this blank page in each of these programs with the filename "Exercise 3 Activity 1". Close each document and end the program. This will result in 3 new files, with 3 different file extensions.

Activity 2 - Creating a formatted business letter

Create a 1 page pretend business letter of three paragraphs, on a topic of your choice and format the letter as follows:

a)  Use Times New Roman font size 12

b)  Insert/paste a copy of your logo (or a pretend logo if you don't have one) at the top of the page

c)  Insert the date in the top right hand corner of the document below the logo

d)  Justify the first paragraph

e)  Left align the second paragraph

f)  Centre the third paragraph

g)  Make the line spacing for the first paragraph 1.5 lines

h)  Make the line spacing for the second paragraph 2 lines ie. double spaced

i)  Save the document as "Exercise 3 Activity 2" as the file name 

Activity 3 - Creating a spreadsheet

We want to summarise the petrol spent on 5 different cars using a spreadsheet.

• Open a new Microsoft Excel spreadsheet
• Leave the first column blank
• Across the top row create a column for each car called- Car1, Car2, Car3, etc.
• Add row columns titles according to Fortnight and a Monthly Total title
• Beneath each car, insert the fortnightly totals provided below
• Using the AUTOSUM tool, calculate the monthly total for each car
• Save your file, calling it "Exercise 3 Activity 3"

Activity 4 - Creating an email

Open your Email software and create a new email.  In the content invite someone you know to an information meeting. 

-  Use fictitious information to create  the document requesting a meeting in about a week's time.  

-  If you have a logo please include this under your name/signature line. 

-  Insert a picture in the middle of your content

-  Save your file, calling it "Exercise 3 Activity 4" 

Activity 5 - Relaying what you are doing

In Activity 2 above, you created a business document by following the instructions we gave you.  Your boss has just asked you the question "How did you create this document".  Create a new document and describe to him by summarising, just how you created it and what formatting techniques you used.  Save this new document file, calling it "Exercise 3 Activity 5"

Activity 6 - Microsoft HELP and Templates

Open Microsoft Help.  Search for help on how to Create a Document using a Template.  Your task is then to create a simple pretend one page resume using a resume template that you choose.  When completed, save as 'Exercise 3 Activity 6".

Activity 7 - Formatting text in word processing

Create a new Word document and retype the text in the box below.

Once the document is typed

-  centre and resize the heading

-  highlight the two paragraphs and reformat into two columns

-  increase the margins for the top and bottom using the ruler/drag method

-  increase the left and right margins using 'Page Setup'

-  save the document as "Exercise 3 Activity 7" 

EXERCISE 4 -

TASK -

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.

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?

3. Using information provided in Unit 2, it is important that an organisation continually improves.  How might an organisation collect information to facilitate this?

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?

 5. Write a short guide regarding customer service that you would use, as a mortgage broker, to look after a customer. 

-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.

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.

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. 

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

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

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).

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

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).

Attachment:- Assignment.rar