Course Title: Maintain customer relationship
Part B: Course Detail
Teaching Period: Term1 2007
Course Code: MKTG9298C
Course Title: Maintain customer relationship
School: 650T TAFE Business
Campus: City Campus
Program: C4170 - Certificate IV in Financial Services
Course Contact : Arie Herrnstadt
Course Contact Phone: +61 3 9925 5897
Course Contact Email:arie.herrnstadt@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Nominal Hours: 25
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
Course Description
This unit covers the skills needed to maintain an ongoing relationship with customers and retain the business.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
FNSICCUS402A Maintain customer relationship |
Element: |
Maintain records of customer interaction |
Performance Criteria: |
1. Customers information is collected and checked with existing records |
Element: |
Maintain regular communication with customers |
Performance Criteria: |
1. Communication is based on information about customers needs |
Element: |
Provide ongoing sales service |
Performance Criteria: |
1. Previous interactions with customer/s are reviewed |
Learning Outcomes
Refer to performance elements and performance criteria.
Details of Learning Activities
Simulated workplace activities, assignments, working in groups, completion of reports and analysis of written work (articles and reports)
Competency Based Assessment
Students will be provided with more than one opportunity to demonstrate competence. Competency based assessment is detailed below in “Assessment methods” and “Assessment Tasks”.
This unit is co-delivered and assessed with two other units:
MKTG9299C Sell financial Products and services
MKTG9300C Deliver a professional service to customers
Elements of the two competencies are overlapping, will be co-delivered in class activities, assessment activities and grading.
Teaching Schedule
| Week Beginning | Topics | Assessment |
| Week 1 – 12 Feb | Introduction course guide and resources | |
| Week 2 – 19 Feb | Selling Marketing and customer relationship | Chapter 1 (Rix) |
| Week 3 – 26 Feb | Understanding consumers | Chapter 2 (Rix) |
| Week 4 – 5 Mar | Ethical and legal issues in selling | Chapter 3 (Rix) |
| Week 5 – 12 Mar | Preparation for simulated workplace assessment | |
| Week 6 – 19 Mar | Class exercise/assessment | Simulated workplace exercise 10% |
| Week 7 – 26 Mar | Developing your communication skills | Chapter 5 (Rix) |
| Week 8 – 2 April | Selling as consultation | Chapter 6 (Rix) |
| Mid Semester Break (Student Vacation) – 5th to 11th April | ||
| Week 8 – 9 April | Manage Customer relationships | |
| Week 9 – 16 April | Class Test | Mid semester test 20% |
| Week 10 – 23 April | Managing objections | Chapter 9 (Rix) |
| Week 11 – 30 April | Obtaining commitment | Chapter 10(Rix) |
| Week 12 – 7 May | Preparation for Simulated Work Place Exercise | |
| Week 13 – 14 May | Class exercise/assessment | Simulated Work place exercise 10% |
| Week 14 – 21 May | CRM in the modern organisation | |
| Week 15 – 28 May | Revision and help desk | |
| Week 16 – 4 June | Help desk will operate during first hour of scheduled class | |
| Week 17 – 11 June | Exam Period. Final exam refer to exam time table Exam 60% | |
| Week 18 – 18 June | Exam Period. Final exam refer to exam time table Exam 60% |
Please note: the above schedule is a guide only and may change. Students, even if absent, are expected to inform themselves of and follow up any changes that may occur.
Learning Resources
Prescribed Texts
Students are required to access the RMIT Learning Hub. |
References
Other Resources
Overview of Assessment
Assessment will incorporate a variety of methods: homework and in class exercises, written tests/exam, practical problem solving exercises, presentations and reports. 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.
You will receive ongoing feedback on your progress in the course. Feedback on assessment will be given in a timely manner. You will be informed about how to improve your performance in the competency/course and what you need to do to be deemed competent or to gain a pass in the assessment.
Assessment Tasks
• Practical tests 1 and 2 require students to complete a simulated work place activity, which will include individual and group work. A written report by each student will form part of the practical tests.
• Written test 1, is closed book, will comprise: multiple choice, written and problem solving questions. Duration 1.25 hours
• The Final exam, is closed book, and examines all materials covered in the course. It will comprise: multiple choice, written questions and practical/problem solving questions. Duration 2 Hours.
The student 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: homework and in class exercises, written tests/exam, practical problem solving exercises, presentations and reports. 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 Matrix
| Performance Elements | Practical Test 1 10% |
Written Test 1 20% |
Practical Test 2 10% |
Exam 60% |
| Identify the nature of the enquiry | Y | Y | Y | Y |
| Identify customer needs and expectations | Y | Y | Y | Y |
| Determine the suitability of the customer for the financial product or service | Y | Y | Y | Y |
| Provide customer with information about the product or service | Y | Y | Y | Y |
| Confirm sale and process documentation | Y | Y | Y | Y |
| Maintain records of customer interaction | Y | Y | Y | |
| Provide customer service | Y | Y | Y | Y |
| Provide ongoing sales service | Y | Y | Y | Y |
| Maintain regular communication with customers | Y | Y | Y | Y |
| Project a positive organisational image | Y | Y | Y | Y |
Other Information
Homework
The student will be required to undertake research and assessment practice outside of regular class times. Homework exercises are provided to the student to facilitate their learning in a self-paced manner and form part of the overall achievement of the competencies in this course. Students are reminded that they are expected to conduct an equal amount of time outside of class, research and furthering their understanding of the concepts being taught, as they do in class to be deemed competent in this course.
Course Overview: Access Course Overview