Course Title: Build client relationships and business networks

Part B: Course Detail

Teaching Period: Term1 2019

Course Code: MKTG5828C

Course Title: Build client relationships and business networks

School: 650T Vocational Business Education

Campus: City Campus

Program: C6144 - Advanced Diploma of International Business

Course Contact: Suzanne Maugeri

Course Contact Phone: +61 3 9925 1466

Course Contact Email: suzanne.maugeri@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Wayne Beasy
Tel: 99251550
Email: Wayne.Beasy@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

Course Description

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.

This unit applies to individuals in a variety of roles who are required to establish, maintain and improve client relationships to facilitate organisational objectives.


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 focusing 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 course is structured to provide students with the optimum learning experience in order to demonstrate the skills and knowledge required to plan and implement business-to-business (B2B) marketing.


Details of Learning Activities

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities.

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

This course is co-delivered and co-assessed with MKTG7898C Plan & Implement Business to Business Marketing

The nominal hours associated with this are a guide only and represent the total teaching time and student effort required to successfully complete this course.  This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

 

Week

Week Commencing

Topics

Assessment

1

11th Feb 

  • Teacher, student introductions
  • Rules
  • Assessments and Feedback
  • Deadlines and resubmissions.
  • Outline schedule
  • All IB is B2B (almost)
  • Distribution chains
  • What do they  want?
  • Workshop
 

2

18th Feb 

  • Differences between consumer and B2B
  • Types of international B2B
  • 7 steps to a strategy
  • Situation analysis – external; different industries
  • Internal
  • Market
  • Workshop

 Brief Assessment one

3

25th Feb

  • Customer analysis
  • Industries, Businesses (demographics)
  • People (psychographics, needs, culture)
  • Path to purchase, decision process.
  • Workshop Assessment One
 

4

4th March 

  • Product Strategies
  • Workshop Assessment One
 

5

11th March

(Labour Day 11th March) 

  • Place strategies
  • Price strategies
  • Workshop assessment one

Assessment One due

6

 

18th March
  • Promotion strategies.
  • Communication strategies

 Brief Assessment two

7

25th March 

  • SWOT, done properly
  • Opportunities, Priorities and Objectives.

 

 

8

1st April 

  • Implementation strategies
  • Stakeholders
  • Timetables
  • Financials
 

9

8th April 

  • Monitoring
  • KPI’s
  • Customer feedback

 

10

15th April 

  • Networking – old
  • Networking – new  (Linked In)

Assessment Two due.

 

  MID SEMESTER BREAK ( 19TH APRIL -26TH APRIL)  

11

29TH April 

  • Relationships
  • Personal
  • Account management

 Brief Assessment three

12

6th May 

  • Loyalty
  • CRM

 

13

13th May 

  • Communication styles
  • Body language
  • Cultural differences.

 

14

20th May 

Workshop Assessment Three

 Assessment 3

15

27th May 

Interactive activities focusing on B2B networking and review of learning to date 

 

16

3rd June

Feedback and resubmissions 

 

17

10th June 

Final resubmissions  

 


Learning Resources

Prescribed Texts


References


Other Resources

 

 


Overview of Assessment

 Assessment Methods

Assessment methods have been designed to measure achievement of the requirements in a flexible manner over a range of assessment tasks, for example:

  • direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
  • review of final printed documents
  • demonstration of techniques
  • observation of presentations
  • oral or written questioning to assess knowledge of software applications

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.

Performance Evidence

Evidence of the following is essential:

  • establishing and maintaining relationships with a range of clients related to the candidate’s business
  • participating in and providing, an active contribution to a business related network.
  • communication skills to determine client needs and preferences through active listening and presenting ideas clearly and precisely
  • culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities
  • interpersonal skills to establish rapport, and to build and maintain relationships with clients.

Knowledge Evidence

To complete the unit requirements effectively, you must:

  • key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects business operations, such as:
    - anti-discrimination legislation
    - consumer laws including appropriate state/territory legislation
    - ethical principles
    - marketing code of practice
    - privacy laws
    - Trade Practices Act
  • Marketing communications concepts and processes and principles and techniques for effective communication and networking
  • sources of business related networks.

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 Instructions

This course is co-delivered and co-assessed with MKTG789C Plan & Implement Business to Business Marketing

You are required to complete three tasks.  You must successfully complete all three tasks to be deemed competent in this course.

Assessment Task 1 – Analysis

Date handed out:  Week Two

Date and time due:  Week Five

Group or Individual: Teams of two.

                                            

Purpose:

The purpose of this assessment is to demonstrate the skills and insight needed to analyse a target market and identify the opportunities and threats there are in that market.

A case study will be used as the subject of all three assessments, and this will be detailed in class. 

 

Assessment Task 2 – Plan a strategy

Date handed out:  Week Six

Date and time due:  Week Ten

Group or Individual: Same teams as Assessment One.  

                                            

Purpose:

To demonstrate the skills and knowledge to develop relevant marketing strategies that will be effective in the situation described in the case study.

Assessment Task 3 – Create a local connection.

Date handed out:  Week Eleven

Date and time due:  Week Fourteen 

Group or Individual: Same teams as Assessment One. 

                                            

Purpose:

To demonstrate an understanding of the ways to develop business networks in another country,  and also ways to maintain client relationships in the same market.

 

 


Assessment Matrix

 

The assessment matrix that maps all the assessment is available on CANVAS B2B and Relationship Marketing

 

Submission Requirements

 

You should: 

  • Ensure that you submit assessments on or before the due date. 
  • 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 the Assessment task document that includes a declaration and statement of authorship.
  • 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.

 

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 Informationhttps://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

 

Resubmissions (VE Programs):

If you are found to be unsuccessful in a particular Course Assessment Task (or you do not submit/attend) 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.

 

Grading & re-submissions

Successful re-submissions will contribute a CAG only (Competency Achieved Grading) result to your overall grade for the course.

  

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):

 

You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying.

 

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

 

Marking Guide (Grading)

 

After achieving competency we then grade your performance in the unit and you will achieve one of the following grades:

 

CHD

Competent with High Distinction

CDI

Competent with Distinction

CC

Competent with Credit

CAG

Competency Achieved – Graded

CA

Competency Achieved – Not Graded

NYC

Not Yet Competent

DNS

Did Not Submit for assessment

 

Further information regarding the application of the grading criteria will be provided by your teacher



Other Information

 

 

 

 

Course Overview: Access Course Overview