楼主能否告知，教材的目录？谢谢

<p>教程目录如下：</p><p>Module introduction 6<br/>0.1 Welcome 8<br/>0.2 What you will learn 8<br/>0.3 About this learning module 12<br/>0.4 About assessment 14<br/>0.5 Student support 18<br/>0.6 Learning on your own 20<br/>Section 1 Financial and insurance markets 26<br/>1.1 Introduction 28<br/>1.2 Study of economics 30<br/>1.3 Economic performance 34<br/>1.4 Government economic policies 42<br/>1.5 Financial markets 50<br/>1.6 The insurance market 58<br/>1.7 Taxation and insurance (Australia) 90<br/>1.8 Taxation and insurance (New Zealand) 94<br/>1.9 Answers to self-help questions 102<br/>Section 2 Working with customers 114<br/>2.1 Introduction 116<br/>2.2 Serving your customers 118<br/>2.3 Establishing customer relationships 120<br/>2.4 Advising your customers 140<br/>2.5 Identifying customers’ needs 158<br/>2.6 Finding solutions 182<br/>2.7 Presenting solutions 194<br/>2.8 Negotiating the solution 200<br/>2.9 Completing the documentation 202<br/>2.10 Customer feedback 208<br/>2.11 Dealing with complaints 214<br/>2.12 Formal dispute handling 224<br/>2.13 Answers to self-help questions 240<br/>Section 3 Personal accident and sickness insurance products 246<br/>3.1 Introduction 248<br/>3.2 What products are available? 250<br/>3.3 Answers to self-help questions 266<br/>Appendix 272</p>

<p>课程介绍：</p><p>Welcome to FSI401 Serving the Customer. This learning module is one of five<br/>modules that make up the Certificate IV in Financial Services – General<br/>Insurance. The other four are:<br/>• FSI402 Insurance Law and Regulation (Australia) OR FSI406 New Zealand<br/>Insurance Law and Regulation<br/>• FSI403 Insurance Products<br/>• FSI404 Introduction to Underwriting<br/>• FSI405 Claims Handling.<br/>Upon successful completion of this module and FSI402 Insurance Law and<br/>Regulation, you will meet the Tier 1 compliance requirements under the<br/>Australian Securities and Investments Commission’s Policy Statement 146<br/>(ASIC PS 146).<br/>When you successfully complete this course, you will be eligible for the<br/>nationally recognised AQF qualification: Certificate IV in Financial Services –<br/>General Insurance. You may also apply for associate membership of the Institute.</p>

[此贴子已经被作者于2008-11-26 9:56:01编辑过]

资料很珍贵呀,谢谢楼主发书!!!

不错，谢谢！