Course Title: Manage client account

Part B: Course Detail

Teaching Period: Term1 2020

Course Code: BUSM8740C

Course Title: Manage client account

School: 650T Vocational Business Education

Campus: City Campus

Program: C5366 - Diploma of Marketing and Communication

Course Contact: Felicity Burns

Course Contact Phone: +61 3 99255486

Course Contact Email: felicity.burns@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Gail Scowcroft

gail.scowcroft@rmit.edu.au

Nominal Hours: 60

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 describes the skills and knowledge required to profile, plan, support and improve a client account to meet agreed objectives.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBMKG529 Manage client account

Element:

1. Profile client accounts

Performance Criteria:

1.1 Identify and confirm client accounts with senior management

1.2 Establish product and brand knowledge and clarify objectives with client

1.3 Undertake analysis of client strengths, weakness and expectations for account performance

1.4 Confirm communication channels with client

1.5 Recognise and incorporate account management requirements within current legislation, regulation and organisational policy

Element:

2.Implement account management plan

Performance Criteria:

2.1 Establish key account performance indicators with client

2.2 Identify account events and campaigns over agreed timeframes

2.3 Prepare account budgets for approval

2.4 Enable adequate resources to meet account management needs

2.5 Prepare briefs of requirements for internal departments, staff and external specialists as required

2.6 Oversee production of events and campaigns to meet client requirements

Element:

3. Represent accounts

Performance Criteria:

3.1 Build trust and respect for the client within the organisation and marketplace

3.2 Maintain effective communication channels with client

3.3 Seek regular feedback on performance and adjust as necessary

Element:

4. Identify opportunities for improvement

Performance Criteria:

4.1 Undertake account reviews with client and own management

4.2 Identify performance against agreed indicators

4.3 Recommended revisions to account plan to meet client requirements

4.4 Manage client expectations of performance to meet market conditions


Learning Outcomes


Students will develop the skills to  manage a client relationship and assist the client to achieve strategy outcomes.


Details of Learning Activities

This course is clustered (co delivered and co assessed) with MKTG7928C Develop a media plan. This course

is structured to provide students with the optimum learning experience. Students will participate in a

combination of group and individual learning activities. These activities will be provided through a combination

of face to face teacher/student deliveries plus classroom work time. Additional learning activities may also be

provided to students to complete outside of timetabled time.


Teaching Schedule

Week No.

Topic:

Assessment tasks

1

Course introduction: Details of the course

Assessment information

The face of media today-media outlook

 

2

Media strategy /the legal and ethical framework

Media research tools

Looking at the legal environment

Who’s who is advertising

Roles and responsibilities of working in advertising

 

3

Understanding consumers

Using research to understand target

Introduction to RMR Profiler

How to write a media strategy

Brief for case study for Assessment Task 2 the Media Strategy and Plan

4

What is a consumer insight?

Using Roy Morgan Research Asteroid:

Bringing the strategy together /Media selection

Print Update

 

5

Managing the client’s account

Defining a target audience-tools

News Media update

Assessment pit stop 1:  Finalise research of the client and the task. What is the challenge?

6

Setting Objectives

Codes of practice and ethics

RMR Using Consumer profiling: Quiz

Media planning  using Asteroid

Preparation for Assessment 1 Knowledge Quiz in Week 7

7

Assessment 1 Knowledge Quiz: Media and account management

 

Reaching consumers

Revisit Media selection Radio & TV

Is anybody watching?

Assessment Task 1

Knowledge Quiz, Media and Account Management

 

Assessment pit stop 2:

Establish draft objectives for project brief:

8

Reaching consumers : using social

Media selection digital channels

Who is using what? How to plan digital

Using RMR media planner function

 

9

Mon -Wed classes

Mid semester break Thurs 9-Wed 15 April

Easter

Classes resume Thursday 16 April

Any Quiz resubmission to be done this week

9

Reaching consumers

OOH & Cinema update

Advanced Digital planning

Identifying stakeholders

 

Assessment pit stop: Who is your target for project using research/Asteroid data and consumer insights

10

Finalise consumer research and media selection for Assessment 2

Using research to determine best media selection

 

11

Finalise media schedule for Assessment 2

Media scheduling advanced

 

Using RMR Media planner

Establishing R & F measurement benchmarks

 

12

Finalise all documents for Group Assessment

Assessment Task 2

Media Strategy and Plan due

13

Student teacher meetings 

Presentation development

One on one assessment submission meetings 

14

Group Assessment presentations

Assessment 2 Presentations

15

Assessment 3 Prepare a brief for stakeholders

What does the production department need to know?

 

Assessment Task 3 Prepare a brief for stakeholders

16

Meetings, catch up’s, discussions, resubmissions Ass  only if required

Written resubmissions only

17

Meetings and Q & A’s only

 


Learning Resources

Prescribed Texts


References


Other Resources


Overview of Assessment

 In order to achieve competency in this unit, you must provide:

Performance Evidence

 

Evidence of the ability to:

  • interpret client instructions to establish key performance requirements
  • undertake a SWOT analysis of client’s marketing communications
  • establish and maintain effective communications with a client
  • prepare an account plan and budget over an agreed timescale
  • prepare client briefs for production and other works or activities.

Knowledge Evidence

 

To complete the unit requirements safely and effectively, the individual must:

  • explain client products, brand and strategy in the marketplace
  • list common industry account management performance indicators
  • identify contract law as it applies to account management
  • identify industry trends and characteristics relevant to a client's products and brand.

Assessment Conditions

 

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the marketing communications field of work and include access to:

  • relevant legislation and regulations
  • communications equipment and technology
  • relevant workplace documentation and resources
  • case studies or, where possible, real situations
  • industry software packages and apps (where applicable).

 

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

You are advised that you are likely to be asked to personally demonstrate your assessment work to your teacher to ensure that the relevant competency standards are being met.

Feedback

Feedback will be provided throughout the semester in class and/or online discussions.  You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed. Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.

You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.


Assessment Tasks

Assessment Tasks

There are three assessment tasks in this course:

ASSESSMENT TASK 1 KNOWLEDGE QUIZ MEDIA AND ACCOUNT MANAGEMENT 

Date and time due:Week 7: This is an individual assessment task.

Summary and purpose of assessment

This task is designed to examine your understanding of the key elements that lead to the development of a media

strategy and ultimately a media recommendation and includes management of the account, measurement and

performance indicator tools and relevant legislation and regulation.

Assessment instructions

You will answer a series of questions designed to examine your knowledge of the above topics. This will be in the form

of short answers, fill in the blanks and matching.

What

This assessment is based on your learnings and class activities in weeks 1-6 inclusive.

Where

This is an individual assessment task and will be it will be done within the Canvas Learning system in Week 7.

How

You will be assessed as Satisfactory or Not Satisfactory based on the criteria in the competency guide found on

Canvas.It is closed book assessment – no notes or access to other sites is permitted.

ASSESSMENT TASK 2 MEDIA STRATEGY AND PLAN

Date and time due: This is a written assessment task and is due in week 12. It is a group task and is to be completed in

pairs. A presentation of your work will be done in week 14 & 15.

Summary and Purpose of Assessment

The Media strategy is the cornerstone of any media campaign. It informs the direction of the campaign and how each

media will be used to reach an agreed target audience and to deliver on the set objectives of the brief. A media plan is

the end result of consumer research, media selection, cost negotiation and budget control. The media plan is signed off

by the client and then put into action by the media team. The account and creative teams are kept informed of

development and briefed accordingly.

Assessment Instructions

You will work in pairs to develop a media strategy plan using research to determine consumer insights based on a case

study provided to provide:

· A written document including a media schedule

· A presentation of the above

What

The client brief will be delivered in Week 3 by a Media Agency using a current client brief. This will be

done in class time. All students must attend this briefing in order to complete the task with full information. You will be

working with one other student to complete this assessment task.

Where

You will be provided some class time to work on this assessment, however, it is expected that the majority of this

assessment will be completed outside of classes.

How.

You will be assessed as Satisfactory or Not Satisfactory against the criteria listed in the marking guide on Canvas for

this task. To achieve a satisfactory result, you will need to address all of the criteria satisfactorily.

ASSESSMENT TASK 3

Date and time due:Week 15: This is an individual written task.

Summary and Purpose of Assessment

Once a costed media campaign has been approved by a client, all of the stakeholders involved in the campaign must be notified comprehensively. The account and media teams are responsible for ensuring that this is completed so that the campaign can launch and be aired on time and with appropriate creative communication.

Assessment Instructions

For this assessment task you will prepare a brief to a stakeholder that is involved in your project for Assessment task 2.

The stakeholder brief will be directed to the production manager and each student (group) member will select a different media element from the media plan submitted in Assessment 2. The brief will cover all aspects of what is required to actually produce the advertising material for the campaign.

What

The basis of this assessment is the media recommendation in your second assessment task.  You will complete a brief to the production manager/team on what is required based on an approved media selection. This is to be approved by your tutor prior to completion.

Guidelines on what is to be included will be covered in learning material in weeks 9 & 15.

Where

You will be provided some class time to work on this assessment, however, it is expected that this assessment will be completed outside of classes.

How

You will be assessed against the criteria listed in the marking guide on Canvas for this task. To achieve a satisfactory result, you will need to address the criteria satisfactorily. 

 


Assessment Matrix

Other Information

Late Submission Procedures 

You are required to submit assessment items and/or ensure performance based assessment is completed by the due dates. 

If you are prevented from submitting an assessment item on time, by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days.

 

More Information:  https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/extensions-of-time-for-submission-of-assessable-work

 

Where an extension of greater than seven days is needed, you must apply for Special Consideration.  Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination.

 

More Information: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/special-consideration

 

Failure to submit by the due date without one of the above will result in a DNS

Resubmissions:

 

If you are found to be unsuccessful in a particular Course Assessment Task you will be allowed one resubmission.  Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission.  

 

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.

 

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: 

https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/adjustments-to-assessment

 

Marking Guide (Competency): 

Feedback on your assignment and your results will be released via the rubric on Canvas. Assessment tasks will receive the following outcomes:

Satisfactory

Not Satisfactory

DNS (Did not Submit)

There are three assessments for this course, students must be deemed satisfactory in 3 assessments to be competent in this course. You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying.

Course grades will be given as:

CA (Competency Achieved)

NYC (Not Yet Competent)

DNS (Did not submit)

You will receive feedback on each assessment task that will inform you about your progress and how well you are performing. 

 

Course Overview: Access Course Overview