| 1 | Know how to offer customers insurance products associated with the store’s credit card | 1.1 | show that they know the difference between informing and advising customers about insurance, and why the learner must give information and not advice |
| 1.2 | show that they know which insurance products they are authorised to offer, and to whom |
| 1.3 | show that they know the product features which they must tell the customer about, including: • whether or not the insurance is optional • the cost of the insurance • the cover available • significant and unusual exclusions • the customer’s right to cancel the insurance |
| 1.4 | show that they know how to give customers information about insurance products which is: • consistent • clear • unbiased • factually correct • compliant with relevant legislation, regulations and guidelines |
| 1.5 | show that they know the benefits to the customer of reading the policy summary |
| 1.6 | show that they know the legal requirements for offering the customer the opportunity to read the policy summary |
| 1.7 | show that they know who is eligible for the insurance products they offer and how to check eligibility |
| 1.8 | show that they know how to deal with customer’s requests for advice and recommendations concerning insurance products |
| 1.9 | show that they know who the customer can contact for help with queries which the learner is not authorised to deal with themselves |
| 1.10 | show that they know why it is important that the customer understands the information the learner gives, and the verbal and non-verbal indications to listen and look for |
| 2 | Offer customers insurance products associated with the store’s credit card | 2.1 | use compliant wording to give credit card applicants consistent, clear, unbiased and factually correct information about the associated insurance products available, including: • whether or not the insurance is optional • the cost of the insurance • the cover available • significant and unusual exclusions • the customer’s right to cancel the insurance |
| 2.2 | offer customers the policy summary and explain clearly the benefits of reading it |
| 2.3 | allow customers enough time to read the policy summary if customers wish to do so |
| 2.4 | politely check that customers are eligible for the insurance products the learner is offering |
| 2.5 | in response to customers’ requests for advice or recommendations, clearly and politely explain that the learner cannot answer these themselves and tell the customer who can be contacted for further help |
| 2.6 | check that the customer understands the product information by listening carefully to what the customer says and observing the customer’s body language |
| 3 | Know how to help customers to apply for the store’s credit card and associated insurance products | 3.1 | show that they know the legal and company requirements for giving customers information about the application process |
| 3.2 | show that they know why customers may wish to take application forms away to study in detail and why this is to be welcomed |
| 3.3 | show that they know why they must void blank application forms and how to do so |
| 3.4 | show that they know why customers must prove customers’ identity and what proofs the learner can accept |
| 3.5 | show that they know why they must keep customers’ personal data secure during the application process and how to do this |
| 3.6 | show that they know the procedures agreed between the store and the insurer for processing applications |
| 3.7 | show that they know the procedures to follow when application is accepted |
| 3.8 | show that they know how to treat customers with courtesy and tact when applications have been declined |
| 3.9 | show that they know why they must not try to guess with customers about the possible reasons why applications have been declined |
| 3.10 | show that they know the contact details they can give to customers who want to enquire further about declined applications |
| 3.11 | show that they know how to use the application system and equipment and how to deal with technical problems that may occur with these |
| 4 | Help customers to apply for the store’s credit card and associated insurance products | 4.1 | meet legal and company requirements for giving customers information about the application process |
| 4.2 | if customers wish to take the application form away to consider, make it clear that customers are welcome to do so and follow procedures for voiding the blank form |
| 4.3 | ask customers politely for proof of identity and check that suitable proof is provided |
| 4.4 | keep the customer’s personal data secure throughout the application process |
| 4.5 | process applications in line with the procedures agreed between the store and the insurer |
| 4.6 | where an application is accepted, confirm clearly to the customer: • the decision • the customer’s credit limit • the Annual Percentage Rate (APR) which applies |
| 4.7 | follow procedures to enable accounts to be set up for customers whose applications have been accepted |
| 4.8 | where an application is declined, tell the customer tactfully and explain how the customer can enquire about the reasons |
| 4.9 | where technical problems occur with the application system or equipment, deal with these in line with procedures and report promptly to the right person any problems the learner can’t resolve themselves |
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