Course Title: Build client relationships and business networks

Part B: Course Detail

Teaching Period: Term1 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

Name and Contact Details of All Other Relevant Staff

Elaine Holstein

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


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


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


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


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

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 Assessment
1 11 Feb (1) Course Induction
• Course delivery and assessment details
• Course support documents
• Online learning environment
• Grading
• Plagiarism
• Appeals
• Extensions
• Feedback
• Privacy
• Submission requirements
• Resubmission policy
• Where to get support
• Student responsibilities
(2) Pre-Training Review
• Includes skills analysis and Recognition of Prior Learning and Credit Transfers
(3) Introduction to the course – Build Client Relationships & make a presentation
 2  18 Feb  Communication styles and methods  
 3  25 Feb  Client relationship management strategies  
 4  4 Mar  Maintain relationships with clients
 5  11 Mar  Network relationships  
 6  18 Mar Customer relationships 

 Assessment Task 1a
Due last class of week 6
(Assessed tutorial exercises)
You will receive the feedback in week 8. If required,

resubmission for this assessment is due by the end of week 9

 7  25 Mar  Managing relations with key customers  
   28 Mar - 3Apr  Mid-semester break  
 7  1 Apr  Managing relations with key customers  
 8  8 Apr  Making presentations to customer groups  
 9  15 Apr  Prepare a presentation  
 10  22 Apr  Deliver & review a presentation  
 11  29 Apr Other methods for building better client relationships 

 Assessment Task 1b Due last class of week 11
(Assessed tutorial exercises)
You will receive the feedback in week 13. If required,

resubmission for this assessment is due by the end of week 14

 12  6 May  Student consultation session on major assignment  
 13  13 May  1. Final student consultation session
2. Major assignment due
NB: Due last class of week 13
3. Students to prepare for assessed oral presentation
 Assessment Task 2 Due last class of week 13
(Major assignment)
 14  20 May  Assessed oral presentations 1  Assessment Task 3
 15  27 May  Assessed oral presentations 2  Assessment Task 3
16  3 Jun  Assessment Feedback and resubmissions  

Learning Resources

Prescribed Texts

Prescribed Text – TBA


•Selling – Managing Customer Relationships (3rd ed.) Rix, P. (McGraw-Hill)

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

This course is co-delivered and co-assessed with COMM5928C Make a presentation

Students are required to complete 3 tasks. You must successfully complete all 3 tasks to be deemed competent in this unit.

1. Clear instructions about what the students need to do

Assessment 1
TASK 1a & 1b (Due Dates: Last class of week 6 & 11 respectively)
These assessment tasks will require students to complete set tutorial activities/exercises to reflect on their learning on learned concepts/principles taught.

Assessment 2
TASK 2 (Due Date: Last class of week 13)
The second assessment tasks will require students to work in designated groups on a major assignment. Students will present their findings in a professionally prescribed written document. Much of this work will be undertaken both outside of class time and in the “Practical Sessions”. Students are encouraged to use all the resources at their disposal to provide professionally reasoned solutions to the problems given

Assessment 3
TASK 3 (Due Date: Week 14 & 15)
The third assessment tasks will require students to present their assignment orally (oral presentation)

More detailed assessment sheets for each assessment task will be disseminated throughout course delivery.
Submission Requirements: All assessment tasks need to be submitted via Blackboard.
You should:
• Ensure that you submit assessments on or before the due date. If your performance in the assessment is affected by unexpected circumstances, you should consider applying for Special Consideration. Information on the process and application forms is available at;ID=ls0ydfokry9rz website.
• Always retain a copy of your assessment tasks. (hard copy and soft copy)
• When you submit work for assessment at RMIT University you need to use a cover sheet that includes a declaration and statement of authorship. You must complete, sign and submit a cover sheet with all work you submit for assessment, whether individual or group work. On the cover sheet you declare that the work you are presenting for assessment is your own work. An assignment cover sheet for submission of work for assessment is available from the Student forms website.
• Each page of your assessment should include footer with your name, student number, the title of the assessment, unit code and title and page numbers. For example, Julie Macpherson, 324567, Task 2, OHS2345C Ensure safe workplace, Page 1 of 10.

Assessment Matrix

Full details on how this course is assessed against the Unit elements and performance criteria plus critical aspects of evidence can be found in the Learning and Assessment Tool available from your course teacher.

Course Overview: Access Course Overview