Role play 4: Loan process debrief and feedback In Task 23 of the Written Assignment you provided Ravi and Alice Patel with a loan to purchase a residential investment property. Following the loan settlement and in keeping with good customer service practice, you are going to call Ravi and Alice to discuss their feedback on you as their broker, and address any questions or concerns they may have. You are also required to ask if they're satisfied with their loan products. You will be required to make a proactive call to Ravi and Alice Patel to: debrief your service throughout the application and settlement process by asking questions, listening and responding appropriately Ask Ravi and Alice if they're satisfied with their loan products explain the post-broking service that you will/can provide to them (e.g. ability to refer them to other specialists, conduct annual review to check the client is still getting competitive rates/fees). Remember that you can make notes and practice but this is natural conversation and should not be scripted. The assessment criteria you will be assessed on is in the table below. Assessor checklist - 1 Role play 4: Loan process debrief and feedback Assessor checklist completed after listening to the audio recording of the role play Maintained rapport with clients 2 Debriefed with client's post-implementation using suitable communication skills 3 Define post-broking services to be provided and communicate to clients Student resubmission response (if required by assessor): Demonstrated or Not yet demonstrated Not yet demonstrated Not yet demonstrated Not yet demonstrated