Course Title: Maintain customer relationship

Part A: Course Overview

Program: C4210

Course Title: Maintain customer relationship

Portfolio: BUS

Nominal Hours: 25.0

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.

Course Code	Campus	Career	School	Learning Mode	Teaching Period(s)
MKTG5750C	City Campus	TAFE	650T TAFE Business	Face-to-Face	Term1 2009, Term1 2010, Term2 2008, Term2 2009, Term2 2010

Course Contact: Clem Simonetto

Course Contact Phone: +61 3 9925 5426

Course Contact Email: clem.simonetto@rmit.edu.au

Course Description

This unit covers the skills needed to maintain an ongoing relationship with customers and retain their business.

This unit is delivered and assessed in conjunction with:
FNSICGEN403B Collect, assess and use information which covers the skills needed for obtaining information and presenting it in an appropriate format;
and FNSICCUS401B Deliver a professional service to customers which covers the knowledge and skills needed for understanding, clarifying, and meeting the customers needs and expectations and those functions associated with the provision of quality and professional service to customers.

If you are undertaking this course in Melbourne from semester 2, 2012 onwards your teacher will advise you if you require access to a computer for the course. It is recommended that you have access to a mobile computing device to allow greater flexibility in terms of where you can work on campus outside class times.

Pre-requisite Courses and Assumed Knowledge and Capabilities

None

National Competency Codes and Titles

National Element Code & Title:	FNSICCUS402B Maintain customer relationship
Elements:	1. Maintain records of customer interaction
	2. Provide ongoing sales service
	3. Maintain regular communication with customers
	4. Offer additional benefits to customers

Learning Outcomes

Overview of Assessment

Assessment tasks will include the following:
1. Class test that require you to use financial information and prepare basic financial reports.
2. An individual assignment that requires you to assess a customer or customers’ financial needs prior to providing the customer with a service based on a financial product commonly delivered by a bank or financial organization.
3. A group assignment that requires you working in groups to research a general insurance product that meets the general insurance, personal and finance needs of a client.

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. Students will be provided with feedback throughout the course to check their progress.