Course Title: Build client relationships and business networks

Part B: Course Detail

Teaching Period: Term2 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


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


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


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

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

This unit is delivered with a combination of class lectures in the skills and processess 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 Commencing Topics Assessment
1 July 7  

Explain cluster and outline both units.
BCRN- four parts:
Relationships – client, consumer
Networks - old, new
MAP - objectives
Schedule, assessments
Student intros

2 July 14 Build client relationships and business networks.
Purpose and content – four parts
Client relationships-industry
Relationship building
Communication styles
Brief Assessment One
3  July 21 Client relationships -consumer
Why, How. Examples. Social media


4 July 28 Networks:
Old – explain.
New - Linked In. Guest speaker?
What it is. How to join. How to use it for business.


5 August 4 Make a Presentation.
Why. Expectations.
Five things you must know

Assessment One due

Brief Assessment Two -The Debate

6 August 11 Structure
7 August 18 Process
Workshop Assessment Two
8 August 25 Assessment Two – The Debate. Assessment Two in class
  Sep 1 Break
9 Sep 8 Verbal, Non-verbal skills
Brief Assessment Three
10 Sep 15



11 Sep 22

Revision and Presentations.


12 Sep 29

In class session 2

Revision - Workshop assessment Three

13 Oct 6 Assessment Three presentations. Assessment Three
14 Oct 13 Assessment Three presentations Assessment Three
15 Oct 20 Assessment Three presentations
Assessment Three
16 Oct 27 Student counselling and feedback.



This course is codelivered and coassessed with COMM 5928C Make A Presentation 


Learning Resources

Prescribed Texts


Other Resources

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 is codelivered and coassessed with COMM 5928C Make A Presentation.

Assessment Task 1 – Client Relationships and Networks Quiz
Date handed out: Week 2
Date and time due: Week 5
Group or Individual: This assignment is to be completed individually

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.

This assessment requires the student to respond to a mix of five different tasks and questions, choosing one of the first two tasks, and two of the next three questions.

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.

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.

This assessment requires students to participate in a formal debate as part of a three-member team. 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.

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.

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.

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

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 (see below).
• Ensure that you submit assessments on or before the due date.
• Retain a copy of your assessment tasks.

Electronic Submission
When submitting work online, you do not need to include a cover sheet. However you must include the following text on the title page of your assessment:

RMIT Electronic Submission of work for assessment
I declare that in submitting all work for this assessment I have read, understood and agree to the content and expectations of the assessment declaration.

If you are found to be Not Yet Competent (NYC) in an Assessment Task you will be allowed one resubmission to demonstrate competence. 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”.

Late Submissions
Students are required to submit assessment items and/or ensure performance based assessment is completed by the due dates. If a student is to be prevented from submitting an assessment item on time, by circumstances outside their control, they may apply in advance to the teacher for an extension to the due date of up to seven calendar days. To be eligible for an extension, you must lodge the extension form availabile at the following link with your teacher:

Where an extension of greater than seven days is needed, the student 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 on special consideration and how to apply can be found here:

Final Date for All Assessments
No assessment tasks or resubmissions will be accepted after 5pm Friday, week 16.

Adjustments to Assessment
In certain circumstances students may be eligible for an assessment adjustment. Information on circumstances under which the assessment arrangements might be granted can be found at the following website:

Course Overview: Access Course Overview