- BSBREL402A - Build client relationships and business networks
Assessor Resource
BSBREL402A
Build client relationships and business networks
Assessment tool
Version 1.0
Issue Date: April 2024
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.
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.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
Employability Skills
This unit contains employability skills.
Evidence Required
List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. | |
Overview of assessment | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | 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. |
Context of and specific resources for assessment | Assessment must ensure: access to office equipment and resources. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: assessment of written reports or journals on client relationship activities direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate observation of the candidate communicating with clients observation of presentations made to business networks oral or written questioning to assess knowledge and understanding review of authenticated documents from the workplace or training environment review of testimony from team members, colleagues, supervisors or managers. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: other relationship management units marketing units. |
Submission Requirements
List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here
Assessment task 1: [title] Due date:
(add new lines for each of the assessment tasks)
Assessment Tasks
Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
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Required skills |
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. |
Required knowledge |
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 principles and techniques for effective communication and networking sources of business related networks. |
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. | |
Preferred client communication styles and methods may include: | face-to-face phone |
Verbal communication may include: | articulation clarity of speech feedback language listening skills open questions questioning skills voice modulation voice projection |
Non-verbal communication may include: | active listening body language body orientation clothing colour distance facial expression grooming gestures music posture sound touching voice |
Barriers to effective communication may include: | acting on false assumptions and stereotypes cultural differences not being addressed educational differences not being addressed failure to prominently display contact details in all communications provided to the client inappropriate word choice ineffective non-verbal communication lack of 'contact us' forms or pages on websites lack of distribution of reply paid cards or envelopes in mail outs lack of voice modulation and articulation limited opening hours of call centres or office not listening actively organisational factors physical, personal, gender and age differences not being addressed |
Client loyalty strategies include: | access to dedicated staff added value offers anniversary offers client clubs client reward schemes credit or discount facilities dedicated or private facilities discounts formal letter of thanks frequent purchaser programs handwritten note thanking the client offering promotional items phone call thanking client for the business regular recontact with best clients thank you gifts and promotions |
Client care and client service standards may include: | accuracy of billing accuracy of product/service descriptions, specifications in marketing communications complaint resolution times incidences of stock outs and back orders on-hold times order delivery standards such as: whether right product or service was delivered delivered to right person or address delivered on time politeness, helpfulness and grooming of delivery staff delivery vehicles parked properly cleanliness of delivery vehicles shipment tracking services telephone answering times and responses |
Strategies to obtain ongoing feedback may include: | including 'comments and queries' or 'bouquets and brickbats' on all order forms complaints handling procedures letter soliciting complaints surveys of current clients surveys of lapsed clients to determine reason/s for ceasing to buy telephone interviews training staff to ask open questions about product or service levels |
Business associations may include: | chambers of commerce industry associations institutes professional bodies societies |
Professional development activities may include: | demonstrations exhibitions fairs industry information seminars industry training pre-launch activities technical information briefings trade shows |
Networks may include: | business formal groups individuals informal organisations personal |
Information and ideas may include: | changes in the environment changing customer requirements information on competitors' activities personal, professional or business support |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist
| Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice | Yes | No | Comments/feedback |
|---|---|---|---|
| Identify and use preferred client communication styles and methods | |||
| Establish rapport with clients using verbal and non-verbal communication processes | |||
| Investigate and act upon opportunities to offer positive feedback to clients | |||
| Use open questions to promote two-way communication | |||
| Identify and act upon potential barriers to effective communication with clients | |||
| Initiate communication processes which relate to client needs, preferences and expectations | |||
| Develop client loyalty objectives focussing on the development of long term business partnerships | |||
| Assess client profile information to determine approach | |||
| Develop client loyalty strategies to attract and retain clients in accordance with the business strategy | |||
| Identify and apply client care and client service standards | |||
| Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels | |||
| 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 | |||
| 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 | |||
| Establish communication channels to exchange information and ideas | |||
| Provide, seek and verify information to the network |
Forms
Assessment Cover Sheet
BSBREL402A - Build client relationships and business networks
Assessment task 1: [title]
Student name:
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I declare that the assessment tasks submitted for this unit are my own work.
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Result: Competent Not yet competent
Feedback to student
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Assessment Record Sheet
BSBREL402A - Build client relationships and business networks
Student name:
Student ID:
Assessment task 1: [title] Result: Competent Not yet competent
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Feedback to student:
Overall assessment result: Competent Not yet competent
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