Course Title: Build client relationships and business networks

Part B: Course Detail

Teaching Period: Term2 2013

Course Code: MKTG5828C

Course Title: Build client relationships and business networks

School: 650T TAFE Business

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

peter.lawrance@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 focussing 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 course is codelivered with COMM5928C Make a presentation

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities.
The self-paced activities will be delivered through various technology platforms and include your contribution to tutorial activities and interactive sessions.
The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practice your skills in a simulated/real workplace environment.
We expect you to participate and contribute in all scheduled learning activities.


Teaching Schedule

Week
Week Commencing
Topics 
18 July(Introductions.
Class protocols
Course Outline
Course structure and delivery schedule.
Where these skills fit, why they are important.
Presentations
 
 
215 JulThe structure of a presentation.
Presentations
 Brief Assessment One
322 JulPlanning a Presentation.
Teams for Assessment One.
Allocate Topics.
 
429 JulCreating content.
Workshop debate structure, procedure.
 
55 AugCommunication skills – verbal and non-verbal
Workshop debate structure, procedure.
 
612 AugThe Great Debate                                                                                                   

Assessment one, in class.

719 AugDe-brief Assessment One. Feedback.
Presentation styles, visuals.
 Brief Assessment Two
826 AugBuilding Relationships – outline, content
Communication styles.
 
 2 - 6 SepMid-semester break 
99 SepRelationship building
Workshop Assessment Two
 Brief Assessment Three
1016 SepRelationship management and CRM
Workshop Assessment Two
 
1123 SepAssessment Two presentations Assessment Two in class
1230 SepAssessment Two presentations Assessment Two in class
137 OctRelationship management and social media
Assessment Two feedback
 
1414 OctAssessment ThreeAssessment Three in class
1521 OctResits and student feedback 
1628 OctResits and student feedback 


Learning Resources

Prescribed Texts


References


Other Resources


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

Task 1. In class week 6: Students will participate in a team debate. The debate will follow traditional debating rules and procedures, which students will have to learn. Topics will be chosen from a list of options. Students will be marked individually on their ability to present arguments, to respond to arguments and follow the debate process.

Task 2. In class weeks 11 and 12: Students will make an individual presentation with visuals, on a topic to be advised, with a duration of 10 minutes. A detailed marking guide will be provided in advance.

Task 3. In class week 14: Students will write a response to a brief on client relationship and networking strategies, and present this in class.
 


Assessment Matrix

Marking Guide (competency):

Vocational Education and Training (VET) is based on current industry needs and the focus on preparing you for the workplace. Because VET courses are informed by practical application of knowledge and skills, they are based on a system known as ‘competency based training’ (CBT). So when you are assessed in VET it is about whether you are competent to do the job, as well as having a firm grasp on the knowledge and skills required to do that job, as opposed to traditional curriculum based education settings that are often based on knowledge retention.

You need to demonstrate you are competent in each element of the unit of competency you are studying.

Detailed Marking Guides will be handed out in class, and on blackboard well before each assessment deadline.
You will receive feedback on each assessment task that will inform you whether you are competent or not and how well you are performing. Once competent in all elements of the unit you pass that unit of competency.

Marking Guide (Grading)

After achieving competency we then grade your performance in the unit; this gives you the opportunity to have the level of your performance formally recognized against industry standards and employability skills.


You will receive one of the following grades:

CHD Competent with High Distinction
CDI Competent with Distinction
CC Competent with Credit
CAG Competency Achieved – Graded
NYC  Not Yet Competent

Other Information

Critical aspects of evidence

Evidence of the following is essential: establishing and maintaining relationships with a range of clients related to the candidate’s business participating in and providing, an active contribution to a business related network.

Required Knowledge Assessment
• key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects business operations, such as:
• anti-discrimination legislation
• consumer laws including appropriate state/territory legislation
• ethical principles
• marketing code of practice
• privacy laws
• Trade Practices Act
• marketing communications concepts and processes
• principles and techniques for effective communication and networking
sources of business related networks. 3

Required Skills Assessment
• communication skills to determine client needs and preferences through active listening and presenting ideas clearly and precisely
• culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities
interpersonal skills to establish rapport, and to build and maintain relationships with clients. 3
 

Course Overview: Access Course Overview