Course Title: Build client relationships and business networks

Part B: Course Detail

Teaching Period: Term1 2015

Course Code: MKTG5828C

Course Title: Build client relationships and business networks

School: 650T Vocational Business Education

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

Doug Bell

email:doug.bell@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

 BSBCMM401A Make a presentation is co-delivered and co-assessed with MKTG 5828C Build Client Relationships and Networks
 

This unit is delivered with a combination of class lectures in the skills and processes needed for successful presentations, and a number of practice presentations in class. Two of the assessments are actual presentations made in class, and attendance for these assessments is compulsory.

Teaching Schedule

Week	Week Commencing	Topics	Assessment
1	Feb 9	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 The courses Make a Presentation and Build Client Relationships are co-delivered an co-assessed.
2	Feb 16	Build client relationships and business networks. Purpose and content – four parts Networks: Old – research New - Linked In. What it is. How to join. How to use it for business.	Brief Assessment One
3	Feb 23	Client relationships-B2B Relationship building Communication styles Body Language
4	Mar 2	Client relationships -B2C CRM. Why, How. Examples. Social media Workshop
5	Mar 9 Holiday Monday	Make a Presentation. Why. Expectations. Five things you must know	Brief Assessment Two -The Debate
6	Mar 16	Structure Presentations	Assessment One Due
7	Mar 23	Process Presentations
8a	Mar 30	Assessment Two – The Debate.	Assessment Two in class
	April 2 - 8	Mid Semester Break
8b	April 8-10	Self-Directed study to be reviewed and discussed during next week’s classes
9	April 13	Content Presentations	Brief Assessment Three
10	April 20	Verbal and Non-verbal skills Presentations.
11	April 27	Visuals Presentations.
12	May 4	Revision - Workshop assessment Three
13	May 11	Assessment Three presentations.	Assessment Three
14	May 18	Assessment Three presentations	Assessment Three
15	May 25	Assessment Three presentations	Assessment Three
16	June 1	Student counselling and feedback.
17	June 8	Student counselling and feedback.

 

Learning Resources

Prescribed Texts

References

Other Resources

There are no other prescribed texts or specific references, however there are many books and Youtube videos on aspects of the subject we will discuss.

The class powerpoint presentations are also essential reading as they, along with class discussions, are the basis of all assessments.

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 three assessments. You are reqiuired to successfully complee all three assessments to be deemed competent in this unit.BSBCMM401A Make a presentation is codelievered and coassesssed with MKTG 5828C Build Client Relationships and Networks

Assessment One – Client Relationships and Networks – two tasks.

Date handed out: Week 2
Date and time due: Week 6
Group or Individual: This assignment is to be completed individually – see note about attendance.
Value: 30% of total.

Purpose:
The purpose of this assessment is to demonstrate your knowledge of the principles and strategies of building and maintaining client relationships.. This will give students a working knowledge of these concepts to use in business careers.

Task A.
Requirements: This task requires the student to attend a business networking event and investigate how effective the attendees think the event is.
Students can arrange to attend with one other student, but must submit an individual report.

Task B:

Requirements: This task requires students to develop an on-line CRM strategy for a business, with the specific objective of building long-term customer relationships.

Assessment Task 2 – The Great Debate.Date handed out: Week 5
Date and time due: Week 8
Group or Individual: This assignment is to be completed in groups.
Value: 35% of total.

Purpose:
The purpose of this assessment is to demonstrate your ability to both prepare an argument in support of a case, and also to listen and respond to counter-arguments. This will give students valuable preparation, organization and listening skills, as well as public presentation experience.

Requirements:
This assessment requires students to participate in a formal debate as part of a three-member team. Students will be assessed individually.

IMPORTANT. This assessment will only take place in class in Week 8. All students must be present on that day to participate and receive a grade. The only exception will be students who have applied for and received Special Consideration, according to RMIT policy before the Debate date.

Assessment Task 3 – The Big Presentation.

Date handed out: Week 9
Date and time due: Weeks 13/14/15
Group or Individual: This assignment is to be completed individually.
Value: 35% of the total.

Students are required to upload a “Cover Sheet” with a copy of their presentation notes, either in draft or finished form, before they present. These notes must show where visuals will be used.

Purpose:
The purpose of this assessment is for students to demonstrate their presentation skills. This will give students valuable experience in the tasks involved in preparing and delivering a professional presentation, as well as the experience of making the presentation to their peers.

Requirements:
Students will be required to make a presentation of between 8 and 10 minutes, with visuals, on a topic to be advised in the brief in Week 9.
All the skills and processes discussed in class will be part of the assessment; these include verbal and non-verbal skills, visuals, structure, audience engagement.

IMPORTANT. The presentations will take only place in class over the weeks 13/14/15, with the order to be advised in advance. All students must be present on all presentation days to participate and receive a grade. The only exception will be students who have applied for and received Special Consideration, according to RMIT policy before their presentation date. Students who are late, or do not attend all presentations will be penalised 10% of their mark.

Submission requirements:
You are required to meet the following criteria for all assessments. Failure to do so may result in you being deemed not-yet-competent.
• Submit all assessment tasks online through blackboard, and include the RMIT e-submission declaration.
• Ensure that you submit assessments on or before the due date.
• Retain a copy of your assessment tasks.
• 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.

Resubmissions:
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 below) 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:
CHD - Competent with High Distinction
CDI - Competent with Distinction
CC - Competent with Credit
CAG - Competency Achieved – Graded
NYC - Not Yet Competent
DNS - Did Not Submit for assessment

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: http://www.rmit.edu.au/students/assessment/extension
Form to use: http://mams.rmit.edu.au/seca86tti4g4z.pdf

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: http://www.rmit.edu.au/browse;ID=g43abm17hc9w
Form to use: http://mams.rmit.edu.au/8a5dgcaqvaes1.pdf

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: http://rmit.edu.au/browse;ID=7usdbki1fjf31

Course Overview: Access Course Overview