Assessor Resource

CPPCMN4004
Develop and manage client relations

Assessment tool

Version 1.0
Issue Date: May 2024


This unit of competency specifies the outcomes required to establish business contacts and networks, and develop and manage these relationships effectively to increase and retain the client base of the company. The unit covers identifying and analysing potential clients and their needs. It also covers exploring products or services with the client that could improve or enhance their operations, which requires knowledge of the range of organisational products and services. The unit involves managing client problems, issues and changing needs; and identifying opportunities to promote additional products and services to meet those needs.

The unit supports those with significant contact with external clients but without managerial or supervisory responsibilities. It applies to those providing information on routine, well-defined products and services, and dealing with enquiries of a more complex nature, including pricing. Performance would usually be carried out under routine supervision, within company guidelines.

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)


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.

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Establish new business contacts.

1.1.

New organisations with potential to benefit from company products and services are identified according to company requirements.

1.2.

Individuals in target organisations with potential to benefit are identified and contacted, and effective relationships built according to company requirements.

1.3.

Communication protocols are agreed with business contacts and maintained according to own level of responsibility and company requirements.

2.

Work effectively with business contacts.

2.1.

Roles of business contacts are clarified and responsibilities of parties in business relationship are agreed according to company requirements.

2.2.

Realistic service commitments are set and adhered to according to company requirements.

2.3.

Flexibility in work practices required in unusual or difficult situations is adopted according to company requirements.

2.4.

Situations outside own area or level of responsibility are identified and, where appropriate, referred to designated personnel according to company requirements.

3.

Identify and monitor client needs.

3.1.

Needs and expectations for service delivery are regularly discussed with client according to company requirements.

3.2.

Feedback on company performance and level of satisfaction is sought from client according to company requirements.

3.3.

Prompt action is taken on feedback received according to company requirements.

3.4.

Contracts or variations to contracts or levels of agreed service provision are reviewed and implemented according to company requirements.

4.

Respond to complex client needs.

4.1.

Complex client needs are analysed and options for resolution are explained to client according to company requirements.

4.2.

Clients are assisted to evaluate product and service options to satisfy their needs according to company requirements.

4.3.

Preferred action is determined and prioritised according to company requirements.

4.4.

Potential difficulties in service delivery are identified and actions taken according to company requirements.

5.

Communicate advice and pricing information.

5.1.

Pricing information for routine and specified products and services is provided where these match client needs, according to company requirements.

5.2.

Follow-up information required by client is provided promptly according to company requirements.

5.3.

Bookings with client are scheduled and confirmed according to company requirements.

6.

Promote company.

6.1.

Strategies to represent, promote and grow company’s interests are developed.

6.2.

Additional products, services and information are suggested to clients according to company requirements.

6.3.

Information is provided to company members to support the development of effective relationships with client.

A person demonstrating competency in this unit must satisfy the requirements of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also develop and manage business relationships with three new clients and respond to two client requests.

In doing the above work, the person must:

identify each client’s needs

explain key features and benefits of company’s products and services

present verbal and written information on products and services to each client.

A person demonstrating competency in this unit must demonstrate knowledge of:

processes to identify, establish and maintain business contacts and networks

company requirements, including:

client confidentiality provisions

code of ethics

company image

legislative and regulatory requirements relating to the work or service function, including:

codes of conduct

consumer law

environmental law

privacy legislation

quality and continuous improvement systems, standards and guidelines

range of products and services available to business contacts

benefits of maintaining good client communication when delivering customer service

role of designated personnel in developing and managing client relations.

The following must be present and available to learners during assessment activities:

equipment:

computer with internet access

materials:

company policies and procedures relating to client relations

legislation and regulatory information relating to job role

contingencies:

two client requests

specifications:

company product and service specifications

relationship with client:

client consultation.

Timeframe:

according to workplace requirements.

Assessor requirements

As a minimum, assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.

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.

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Establish new business contacts.

1.1.

New organisations with potential to benefit from company products and services are identified according to company requirements.

1.2.

Individuals in target organisations with potential to benefit are identified and contacted, and effective relationships built according to company requirements.

1.3.

Communication protocols are agreed with business contacts and maintained according to own level of responsibility and company requirements.

2.

Work effectively with business contacts.

2.1.

Roles of business contacts are clarified and responsibilities of parties in business relationship are agreed according to company requirements.

2.2.

Realistic service commitments are set and adhered to according to company requirements.

2.3.

Flexibility in work practices required in unusual or difficult situations is adopted according to company requirements.

2.4.

Situations outside own area or level of responsibility are identified and, where appropriate, referred to designated personnel according to company requirements.

3.

Identify and monitor client needs.

3.1.

Needs and expectations for service delivery are regularly discussed with client according to company requirements.

3.2.

Feedback on company performance and level of satisfaction is sought from client according to company requirements.

3.3.

Prompt action is taken on feedback received according to company requirements.

3.4.

Contracts or variations to contracts or levels of agreed service provision are reviewed and implemented according to company requirements.

4.

Respond to complex client needs.

4.1.

Complex client needs are analysed and options for resolution are explained to client according to company requirements.

4.2.

Clients are assisted to evaluate product and service options to satisfy their needs according to company requirements.

4.3.

Preferred action is determined and prioritised according to company requirements.

4.4.

Potential difficulties in service delivery are identified and actions taken according to company requirements.

5.

Communicate advice and pricing information.

5.1.

Pricing information for routine and specified products and services is provided where these match client needs, according to company requirements.

5.2.

Follow-up information required by client is provided promptly according to company requirements.

5.3.

Bookings with client are scheduled and confirmed according to company requirements.

6.

Promote company.

6.1.

Strategies to represent, promote and grow company’s interests are developed.

6.2.

Additional products, services and information are suggested to clients according to company requirements.

6.3.

Information is provided to company members to support the development of effective relationships with client.

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Company requirements must include at least two of the following:

organisational policies and guidelines

legislative and regulatory requirements relating to the work or service function, including:

anti-discrimination and equal employment opportunity

industry codes of conduct

consumer law

environmental law

harassment and other laws specific to local government

work health and safety requirements

privacy legislation

policies and procedures relating to own role and responsibility

quality and continuous improvement systems, standards and guidelines.

Communication protocols must include:

client’s preferred frequency and timing of contact

client’s preferred method of contact

types of information that client wishes to receive.

Personnel must include at least one of the following:

colleagues

manufacturers

staff and employee representatives

supervisors

suppliers.

A person demonstrating competency in this unit must satisfy the requirements of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also develop and manage business relationships with three new clients and respond to two client requests.

In doing the above work, the person must:

identify each client’s needs

explain key features and benefits of company’s products and services

present verbal and written information on products and services to each client.

A person demonstrating competency in this unit must demonstrate knowledge of:

processes to identify, establish and maintain business contacts and networks

company requirements, including:

client confidentiality provisions

code of ethics

company image

legislative and regulatory requirements relating to the work or service function, including:

codes of conduct

consumer law

environmental law

privacy legislation

quality and continuous improvement systems, standards and guidelines

range of products and services available to business contacts

benefits of maintaining good client communication when delivering customer service

role of designated personnel in developing and managing client relations.

The following must be present and available to learners during assessment activities:

equipment:

computer with internet access

materials:

company policies and procedures relating to client relations

legislation and regulatory information relating to job role

contingencies:

two client requests

specifications:

company product and service specifications

relationship with client:

client consultation.

Timeframe:

according to workplace requirements.

Assessor requirements

As a minimum, assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.
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
New organisations with potential to benefit from company products and services are identified according to company requirements. 
Individuals in target organisations with potential to benefit are identified and contacted, and effective relationships built according to company requirements. 
Communication protocols are agreed with business contacts and maintained according to own level of responsibility and company requirements. 
Roles of business contacts are clarified and responsibilities of parties in business relationship are agreed according to company requirements. 
Realistic service commitments are set and adhered to according to company requirements. 
Flexibility in work practices required in unusual or difficult situations is adopted according to company requirements. 
Situations outside own area or level of responsibility are identified and, where appropriate, referred to designated personnel according to company requirements. 
Needs and expectations for service delivery are regularly discussed with client according to company requirements. 
Feedback on company performance and level of satisfaction is sought from client according to company requirements. 
Prompt action is taken on feedback received according to company requirements. 
Contracts or variations to contracts or levels of agreed service provision are reviewed and implemented according to company requirements. 
Complex client needs are analysed and options for resolution are explained to client according to company requirements. 
Clients are assisted to evaluate product and service options to satisfy their needs according to company requirements. 
Preferred action is determined and prioritised according to company requirements. 
Potential difficulties in service delivery are identified and actions taken according to company requirements. 
Pricing information for routine and specified products and services is provided where these match client needs, according to company requirements. 
Follow-up information required by client is provided promptly according to company requirements. 
Bookings with client are scheduled and confirmed according to company requirements. 
Strategies to represent, promote and grow company’s interests are developed. 
Additional products, services and information are suggested to clients according to company requirements. 
Information is provided to company members to support the development of effective relationships with client. 

Forms

Assessment Cover Sheet

CPPCMN4004 - Develop and manage client relations
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

CPPCMN4004 - Develop and manage client relations

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: