Course Title: Build client relationships and business networks

Part B: Course Detail

Teaching Period: Term1 2014

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

Doug Bell 

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


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


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


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


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

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

In this course the students will firstly learn the principles of effective presentations, then have the opportunity to apply and improve these skills by speaking regularly in the classroom in non-assessed workshops. This regular practice is an essential part of developing presentation skills. The assessments related to this unit are practical demonstrations by the student of the skills they have aquired.

Teaching Schedule

Week Commencing Topics Assessment


Feb 10 Introductions
Student intros
Explain cluster and outline both units.
BCRN- four parts: Relationships – client, consumer
Networks - old, new
MaP - discuss options.
Schedule, assessments
2 Feb 17

Build client relationships

Purpose and content – four parts
Client relationships:
Consumer: CRM. Why, How. Find examples. Social media

Brief Assessment One
3 Feb 21

 Build client relationships
Client relationships
Clients (industry):
Relationship building
Communication styles

4 Mar 3

Build client relationships
Old – explain.
New - Linked In. Guest speaker?
What it is. How to join. How to use it for business.

5 Mar 10
Holiday Monday
Workshop Assessment One
6 Mar17 Make a Presentation.
Why. Expectations.

Assessment One due

Brief Assessment Two -The Debate

7 Mar 24

Workshop – using Structure. Peer evaluation

8 Mar 31 Process
Workshop – using Process. Peer evaluation
April 7 Workshop Assessment Two
10. April 14
Holiday Friday
 The Great  Debate (Assessment Two) Assessment Two
  April 21 Break  
11. April 28 Verbal, Non-verbal skills
Workshop – using skills. Peer evaluation
Brief Assessment Three
12 May 5 Visuals  
13   May 12 In class session 1
Revision - Workshop Assessment Three
14 . May 19 Assessment Three presentations. Attendence is compulsory. Assessment Three
15 May 26 Assessment Three presentations. Attendence is compulsory. Assessment Three
16 Jun 2 Assessment Three presentations. Attendence is compulsory. Assessment Three
17 Jun 9 Resits as required.  
18 Jun 16 Student counselling and feedback.  

Week 1 will consist of an induction to the course which will include completion of a pre training review and familiarisation with:
• Your teacher(s) and other students.
• Services and facilities
• Student responsibilities
• Where to get support
• Course requirements, key learning outcomes, assessment, feedback and grading.
• Submission requirements and the resubmission policy
• Plagiarism
• Appeals
• Extensions and Special Consideration
• Privacy

This unit is codelivered and coassessed with COMM5928c - Make a presentation

Learning Resources

Prescribed Texts


Other Resources

A specific text is not prescribed for these units.
Copies of the material presented in each class is posted on Blackboard within 24 hours and students are strongly advised to make and keep a hard copy of this material to use as a reference for assessments.

The Marketing/Media sections of The Australian and The Financial Review are recommended reading.
The industry blog Mumbrella is also recommended.

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

This unit is codelivered and coassessed with COMM5928c - Make a presentation

Assessment Task 1. Optional choice of three from five tasks.
Date handed out: Week Two
Date and time due: Week 6.
Gourp or Individual: Individual.

Purpose: The range of five tasks covers a number of key aspects in Client Relationships.

Requirements. Students can choose any three of five tasks offered. The tasks are a mix of written answers, research and business community activities; a detailed explanation for each of the tasks will be handed out and discussed in class.

Assessment Task 2.. The Great Debate.
Date handed out: Week 6
Date and time due: Week 8 Note this is a live event - students must be in class on the day to participate and receive a grade.
Group or Individual: Groups of three.

Purpose: This event allows students to demonstrate a number of presentation and meeting skills; preparation, structure, verbal and non-verbal skills, listening and response. Students are marked individually.

Requirements. Students will participate in teams of three in a standard debate format. The teams will have affirmative or negative positions, the each student a role in the team. The rules of debate apply.

Assessment Task Three: The final presentations.
Date handed out: Week 10
Date and time due: Weeks 14 through 16, depending on the randomly selected order.
Group or Individual: Individual.

Purpose: Students can demonstrate the presentation skills they have developed in a major solo presentation.

Requirements: Students must make a 10 minute presentation on a topic advised at the Brief. The expectation is that they will demonstrate all the aspect discussed in class - preparation, structure, verbal and non-verbal communication, visuals.

Submission requirements:
Assessment tasks must be submitted online through blackboard.

You must:
• Retain a copy of your assessment tasks.
• 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 on blackboard.
• For group assignments - all group members must complete and sign the cover sheet.
• Each page of your assessment you should include footer with your name(s), student number(s), 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.

If you are found to be Not Yet Competent in a Course Assessment Task you will be allowed one resubmission only. Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission. The highest grade you will receive if your resubmission is successful is “CAG”.
If you are still not meeting the assessment requirements you must apply to your Program Manager in writing outlining the steps you will take to demonstrate competence in your course. Your submission will be considered by the Program Team and you will be advised of the outcome as soon as possible.

Final Date for All Assessments.
Unless the Late Submission Procedures (see above) are applied, No assessment tasks or resubmissions will be accepted after 5pm Friday, Week 16.

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.
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 receive a competency grading.

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 be provided with an assessment matrix in the assessments area of the unit blackboard shell. Generally, your grading will be assessed against how well you:
• Perform the activities as required by the learning elements of this unit of competency.
• Demonstrate the required knowledge for this unit of competency.
• Execute the required skills for this unit of competency.
• Demonstrate your employability skills through contribution to learning activities related to this assessment, timeliness, use of technology and teamwork.

Final Grades table:
DNS - Did not submit for assessment
NYC - Not yet competent
CAG - Competency achieved – graded
CC - Competent with credit
CDI - Competent with distinction
CHD - Competent with high distinction

Other Information

Late submissions
If circumstances outside your control are likely to prevent you from submitting an assessment item on time, you may apply to your teacher for an extension of up to seven calendar days.
You must apply for an extension at least one working day prior to the submission deadline.
More Information:
Form to use:

Special Consideration
Extensions of greater than seven days will only be granted to eligible students through the special consideration process. Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination.
More Information:;ID=g43abm17hc9w
Form to use:

Adjustments to Assessment

In certain circumstances students may be eligible for an assessment adjustment. For more information about the circumstances under which the assessment arrangements might be granted please access the following website:
More Information:;ID=7usdbki1fjf31

Course Overview: Access Course Overview