Course Title: Build client relationships and business networks

Part B: Course Detail

Teaching Period: Term1 2021

Course Code: MKTG7904C

Course Title: Build client relationships and business networks

School: 650T Vocational Business Education

Campus: City Campus

Program: C6166 - Advanced Diploma of International Business

Course Contact: Sam Menai

Course Contact Phone: +61 3 9925 8805

Course Contact Email: sam.menai@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

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:

BSBREL402 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. Establish client relationship management strategies 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 build client relationship and business network. .


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

1

  • Welcome    
  • Initiate interpersonal communication with clients  
  • Identify and use preferred client communication styles and methods 
  • Establish rapport with clients using verbal and non-verbal communication processes

 

  • Learner’s Materials  
  • Power Point 
  • Facilitator’s Workbook 
  • Assessment Task Documents 
  • Teachers’ Resources 

 

Class activities: 

  • Pre-class activity 
  • Communication Styles 
  • Pros and Cons of communication methods 
  • Perception exercise 
  • Verbal v Non Verbal communication 

 

 

2

  • Initiate interpersonal communication with clients  
  • Use open questions to promote two-way communication 
  • Investigate and Act upon opportunities to offer positive feedback to clients  
  • Learner’s Materials  
  • Power Point 
  • Facilitator’s Workbook 
  • Assessment Task Documents 
  • Teachers’ Resources 

 

Class activities: 

  • Open Ended & Closed Questioning Role Play 
  • Feedback Reflection  

 

3

  • Initiate interpersonal communication with clients  
  • Identify and act upon potential barriers to effective communication with clients 
  • Learner’s Materials  
  • Power Point 
  • Facilitator’s Workbook 
  • Assessment Task Documents 
  • Teachers’ Resources

Class activities: 

  • Pre class activity - feedback discussion 
  • Barriers to communication 
  • Overcoming barriers - group 
  • Assessment Tasks

 

4

  • Initiate interpersonal communication with clients  
  • Initiate communication processes which relate to client needs, preferences and expectations 
  • Learner’s Materials  
  • Power Point 
  • Facilitator’s Workbook 
  • Assessment Task Documents 
  • Teachers’ Resources  

Class activities: 

  • Pre-class activity - Individual Communication Barriers 
  • Adjusting communication styles  

 

5

  • Establish client relationship management 
  • Develop client loyalty objectives focusing on the development of long term business partnership 
  • Assess client profile information to determine approach
  • Learner’s Materials  
  • Power Point 
  • Facilitator’s Workbook 
  • Assessment Task Documents 

 Class activities: 

  • Pre-class activity 
  • Client Relationship Management 
  • Value & Trust discussion 
  • B2B Partnership Case Study 
  • Assessment

 

6

  • Establish client relationship management  
  • Develop client loyalty strategies to attract and retain clients in accordance with the business strategy 
  • Identify and apply client care and client service standards 
  • Learner’s Materials  
  • Power Point 
  • Facilitator’s Workbook 
  • Assessment Task Documents 
  • Teachers’ Resources – Emotions posters

Class individual activities:  

  • B2C Case Study - Apple 
  • Individual Loyalty 
  • Loyalty Strategies 
  • Assessment

Assessment 1 due  

7

  • Maintain and improve ongoing relationships with clients  
  • Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels 
  • Learner’s Materials  
  • Power Point 
  • Facilitator’s Workbook 
  • Assessment Task Documents  

Class activities:  

  • Pre-class activity - Apple 
  • Case Study - Brewtopia

 

8

  • Maintain and improve ongoing relationships with clients 

 

  • Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients 
  • Obtain feedback to develop and implement strategies which maintain and improve relationships with clients 
  • Learner’s Materials  
  • Power Point 
  • Facilitator’s Workbook 
  • Assessment Task Documents

Class activities:  

  • Pre-class activity - customer experience 
  • Assessment Tasks - create your own survey

 

 

 

Break

 

9
  • Maintain and improve ongoing relationships with clients  
  • Obtain feedback to develop and implement strategies which maintain and improve relationships with clients 
  • Learner’s Materials  
  • Power Point 
  • Facilitator’s Workbook 
  • Assessment Task Documents

Class activities:  

  • Feedback activity 
  • Assessment Tasks 

 

 

10

  • Build and maintain networks  
  • Allocate time to establish and maintain business contacts 
  • 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 

 

  • Learner’s Materials  
  • Power Point 
  • Facilitator’s Workbook 
  • Assessment Task Documents

Class activities:  

  • Who is in your network 
  • Business Associations Research 
  • Assessment Tasks 

 

11

  • Build and maintain networks 
  • Establish communication channels to exchange information and ideas 
  • Provide, seek and verify information to the network 

 

  • Learner’s Materials  
  • Power Point 
  • Facilitator’s Workbook 
  • Assessment Task Documents

Class activities:  

  • Networking and communication skills 
  • Assessment Tasks

Assessment 1 due  

12

REVISION & ASSESSMENT

 

 

13

REVISION & ASSESSMENT

 

 

14

ASSESSMENT 

 

 

15

ASSESSMENT 

 

Assessment 1 due  

16

ASSESSMENT 

 

 


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

Summary and Purpose of Assessment

There are a total of three (3) assessment tasks students need to complete for this unit. This is assessment task one (1) of

three (3) that students need to complete satisfactorily, in order to be deemed competent for this unit.

Assessment Task 1 Case Study 

For this assessment, students will be required to answer a series of questions based on a simulated case study. These questions and tasks are designed to prepare student for a simulated client interaction which they will complete in Assessment Task 2.

This part of the task will center around how students will go about initiating and building client relationships that align with a business’ objectives and strategies.

What

Students will need to consider the strategies you will use to prepare and plan for client communication and interactions to ensure that you are relating to the clients’ needs, preferences and expectations.

Amongst other things, students will need to highlight the methods they use to obtain information from their networks and demonstrate their knowledge of client loyalty strategies as they relate to the case study.

 

Assessment Task 2: Role Play

In this assessment, you will take part in a simulated role play scenario. You will be representing Servcorp and meeting

with a potential client (Recruitment Agency) who is part of your organisations business association network. The client

is interested in working with your organisation.

What

This assessment has been designed to allow you to demonstrate their communication skills with client. You will participate in a verbal exchange (conversation) with a potential client who has requested a face-to-face meeting.

Assessment Task 3: Portfolio

Based on the information provided in Assessment 1 and the Role Play delivered for Assessment 2, you are required to provide answers to a series of questions related to the follow up process, the recording of information and collecting feedback. You are required to provide a portfolio of supporting documents to demonstrate their communication style, your use of communication methods and obtaining feedback, and how you will maintain and improve ongoing relationships with their clients.

 


Assessment Matrix

The competency assessment map that maps all the assessment tasks is available on CANVAS unit mapping 
 

Course Overview: Access Course Overview