MSFGN3003 — Advise customers on products and services

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What an assessment for MSFGN3003 must cover

47 assessable components: 4 elements (16 performance criteria), 7 performance evidence and 13 knowledge evidence requirements, plus 11 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.

Elements & performance criteria

1 Develop knowledge of products and services relevant to own workplace

1.1Research and analyse information on characteristics of products and services relevant to own workplace
1.2Record and store research findings according to workplace procedures
1.3Collect and organise information, materials, product samples and visual aids relating to products and services for future retrieval and use

2 Prepare to provide advice to customer

2.1Review work instructions to establish customer product and service requirements
2.2Select fit-for-purpose information, materials, product samples and visual aids that match customer requirement
2.3Schedule appointment with customer

3 Provide advice to customer

3.1Attend scheduled appointment with customer equipped with suitable support information, products, materials and visual aids
3.2Consult with client to confirm client requirements and expectations
3.3Present viable options relating to product and service requirements in a format and style suited to customer needs
3.4Explain and discuss features, benefits, limitations, availability and approximate costs, terms and product and service options with customer within context of customer’s specific requirements

4 Finalise advisory service to customer

4.1Assist customer to decide on preferred product and service options
4.2Document customer preferences and selections according to workplace procedures
4.3Establish availability of customer preferences and selections with suppliers
4.4Store support information, products, materials and visual aids according to workplace procedures
4.5Complete workplace documentation and submit to required personnel according to workplace procedures
4.6Complete required customer follow-up according to workplace customer service procedures

Performance evidence

provide at least three different customers with product and service advice; once in relation to a product, once in relation to a service.
establish and clarify customer requirements and expectations
demonstrate current and suitably broad knowledge of product and service range
explain and discuss each suggested viable option with customer, including: features, benefits and limitations of product or service; product or service availability; approximate costs
facilitate informed customer decision-making
finalise advisory service according to workplace procedures and customer service standards
work with others, recognising dependencies and using cooperative approaches to optimise work flow and productivity

Knowledge evidence

sources of authoritative and current information on products and services relating to advisory services described in performance evidence
workplace procedures relating to: customer service standards
workplace procedures relating to: consultation methods
workplace procedures relating to: communicating product and service information to customers, including presentation methods
workplace procedures relating to: scheduling appointments
workplace procedures relating to: recording and reporting outcomes of customer appointment
workplace procedures relating to: storing and retrieving product and service information
documenting, communicating and reporting customer preferences
products and services offered by own workplace
key features, characteristics, and terms of products and services relating to advisory services described in performance evidence, including features described in: product and service instructions and specification sheets, service conditions, manufacturer specifications, special requirements
legal obligations associated with products and services described in performance evidence, including: cooling-off periods, payment terms and conditions
principles and techniques of customer service and product promotion
mathematical methods for quantifying customer requirements and estimating costs

Foundation skills

Numeracy skills: interpret, discuss and use mathematical information in workplace documentation
Numeracy skills: quantify customer requirements
Numeracy skills: estimate and discuss product and service cost information
Numeracy skills: schedule appointments and discuss cooling-off periods and payment terms and conditions
Oral communication skills: listen to customer requirements using questioning and active listening techniques to clarify customer requirements and elicit preferences
Oral communication skills: respond to and feedback customer requirements accurately and clearly, using suitable and sufficiently broad vocabulary to convey the features and characteristics of products and services
Oral communication skills: express own opinion clearly
Reading skills: interpret at times complex workplace documentation, including service conditions, customer and supplier legal obligations
Technology skills: use ICT-based tools in familiar contexts to access product and service information
Writing skills: write simple notes of research findings
Writing skills: legibly document customer preferences and selections

Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.

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Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:

Questions about assessing MSFGN3003

What does an assessment tool for MSFGN3003 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for MSFGN3003 needs to address all 47 unit components: 4 elements with 16 performance criteria, 7 performance evidence requirements, 13 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.

How does Auditori generate an assessment tool for MSFGN3003?

Auditori pulls the current release of MSFGN3003 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.

Is the first assessment tool really free?

Yes. Every new account includes one free credit — enough to generate the complete assessment tool for MSFGN3003 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing MSFGN3003 assessment instead of generating a new one?

Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of MSFGN3003, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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