Course Title: Build client relationships and business networks
Part B: Course Detail
Teaching Period: Term1 2016
Course Code: MKTG5828C
Course Title: Build client relationships and business networks
School: 650T Vocational Business Education
Campus: City Campus
Program: C4228 - Certificate IV in Marketing
Course Contact: Tim Wallis
Course Contact Phone: +61 3 9925 5423
Course Contact Email: timothy.wallis@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Peter Lawrance:99255661, peter.lawrance@rmit.edu.au
Doug Bell :doug.bell@rmit.edu.au
Nominal Hours: 50
Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.
Pre-requisites and Co-requisites
None required
Course Description
This unit applies to individuals in a variety of roles who are required to establish, maintain and improve client relationships to facilitate organisational objectives.
This unit primarily applies to marketing and sales professionals who depend on excellent interpersonal relationships and communication skills to achieve outcomes, but may also apply to other individuals working in any industry.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
BSBREL402A Build client relationships and business networks |
Element: |
1. Initiate interpersonal communication with clients |
Performance Criteria: |
1.1 Identify and use preferred client communication styles and methods 1.2 Establish rapport with clients using verbal and non-verbal communication processes 1.3 Investigate and act upon opportunities to offer positive feedback to clients 1.4 Use open questions to promote two-way communication 1.5 Identify and act upon potential barriers to effective communication with clients 1.6 Initiate communication processes which relate to client needs, preferences and expectations |
Element: |
2. Establish client relationship management strategies |
Performance Criteria: |
2.1 Develop client loyalty objectives focusing on the development of long term business partnerships 2.2 Assess client profile information to determine approach 2.3 Develop client loyalty strategies to attract and retain clients in accordance with the business strategy 2.4 Identify and apply client care and client service standards |
Element: |
3. Maintain and improve ongoing relationships with clients |
Performance Criteria: |
3.1 Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels 3.2 Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients 3.3 Obtain feedback to develop and implement strategies which maintain and improve relationships with clients |
Element: |
4. Build and maintain networks |
Performance Criteria: |
4.1 Allocate time to establish and maintain business contacts 4.2 Participate in business associations and/or professional development activities to establish and maintain a network of support for the business and to enhance personal knowledge of the market 4.3 Establish communication channels to exchange information and ideas 4.4 Provide, seek and verify information to the network |
Learning Outcomes
This unit describes the performance outcomes, skills and knowledge required to establish, maintain and improve client relationships, and to actively participate in networks to support attainment of key business outcomes.
Details of Learning Activities
This unit contains a mixture of class presentations, work shops and individual research
Teaching Schedule
|
Week
|
Week Commencing |
Topics |
Assessment |
1 |
Feb 8 |
Teacher introductions Rules Explain cluster and schedule Build Client Relationships- four parts: Relationships – client, consumer Networks - old, new Make a Presentation Outline Assessments and Feedback Deadlines and resubmissions. Results: competency and grades. Group work Student presentations; networking and presentation experiences. |
|
2 |
Feb 15 |
Build client relationships and business networks. Networking. What is it. Why it is important. Personal networks: examples. Six degrees of Separation. Business networks. Old – discuss types, rules
Workshop researching Network events.
|
Brief Assessment One A
Deadline Week Seven |
3 |
Feb 22 |
Linked In. Speaker How to use it as a student, and in business. Create/update a Linked In profile. |
|
4 |
Feb 29 |
Client relationships - B2C CRM and Loyalty programs. Why, How. The two purposes. Examples. Speaker.
|
Brief Assessment One B
Deadline Week Seven |
5 |
Mar 7 |
CRM workshop. |
|
6 |
Mar 14 Holiday Monday |
Client relationships - B2B Relationship building Communication skills and styles Body language
|
Brief Assessment Two -The Great Debate
|
7 |
Mar 21 Holiday Friday |
Make a Presentation. Outline Types of presentations. Examples, What is ‘good’? Workshop Debate teams, topics. Explain debates. |
Assessment One A & B due
Brief Assessment Two.
|
|
Mar 29
|
Mid Semester Break. |
|
8 |
April 4 |
The Process. Objective, Outline, Cards. Practice presentations.
|
|
9 |
April 11 |
Structure. Openings, Engagement. Content. Persuasion. Practice presentations. Workshop debate. Team time. |
|
10 |
April 18 |
Debates. |
Assessment Two in class
|
11 |
April 25 Holiday Monday. |
Verbal, Non-verbal skills Presentations.
|
Brief Assessment Three |
12 |
May 2 |
Visuals Presentations. Workshop assessment Three |
|
13 |
May 9 |
Workshop assessment Three |
|
14 |
May 16. |
Assessment Three presentations. |
Assessment Three |
15 |
May 23 |
Assessment Three presentations. |
Assessment Three |
16 |
May30 |
Student counselling and feedback. |
|
Learning Resources
Prescribed Texts
References
Other Resources
Class presentations are the major resource
RMIT library has many excellent articles
Trade web sites such as Mumbrella and Ad News can be very useful
Overview of Assessment
Students must demonstrate an understanding of all elements of a particular competency to be deemed competent. Assessment methods have been designed to measure achievement of each competency in a flexible manner over a range of assessment tasks.
Assessment will incorporate a variety of methods including assignments, journals, presentation and written or test. Students are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met.
Assessment Tasks
Assessment Task 1 – A : Networking 15% of unit total
Date handed out: Week Two
Date and time due: Week Seven
Group or Individual: Groups of two, or individual with teacher agreement..
Purpose:
Networking is an important business skill, regardless of the business discipline one works in. The ability to network successfully greatly increases a person’s opportunities to progress through a career.
For this assessment students, in pairs, are asked to research a suitable business networking event, arrange to attend and to investigate how the attendees evaluate the event.
Requirements:
This assessment is to be done singly or in pairs.
Research online a suitable event, and gain approval in advance from the teacher that it meets the definition of an acceptable business event. No more than two pairs of students are to attend any one event. Arrange with the organiser to attend and then write a joint report..
Assessment Task 1B :15% of unit total
Date handed out: Week Two
Date and time due: Week Seven.
Group or Individual: Same groups of two, or individual with teacher agreement.
Purpose:
Customer Relationship Management (CRM) is the fastest growing marketing communications platform in the world. The ability collect data about customers’ behaviour is shaping how every smart business plans and delivers it’s customer communications.
This assessment asks students to study a successful CRM program and analyses how it works and why it is successful.
Requirements:
The task is to identify a CRM program running in Australia that you believe is a good example of effective CRM, research and evaluate it against a set of questions.
Assessment Task 2 – The Debate 30% of unit total
Date handed out: Week Six
Date and time due: Week Ten
Group or Individual: Group (3), but students will be graded individually.
Purpose:
The purpose of this assessment is to demonstrate your ability to both prepare an argument in support of a case, and also to listen and respond to counter-arguments. This will give students valuable preparation, organization and listening skills, as well as public presentation experience.
Requirements:
This assessment requires students to participate in a formal debate as part of a three-member team.
Assessment Task 3 – The Big Presentation.:40% of unit total
Date handed out: Week 11
Date and time due: Week 14-15
Group or Individual: Individual
Purpose:
The purpose of this assessment is for students to demonstrate their presentation skills. This will give students valuable experience in the tasks involved in preparing and delivering a professional presentation, as well as the experience of making the presentation to their peers.
Requirements:
Students will be required to make a presentation, with visuals, on a topic to be advised in the brief in Week 11
Assessment Matrix
Course Overview: Access Course Overview