Assessor Resource

SIRXCEG005
Maintain business to business relationships

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the performance outcomes, skills and knowledge required to develop and maintain relationships with business customers by identifying customer needs and improving outcomes.

It applies to individuals working in customer service roles in a diverse range of wholesale businesses. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

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

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Maintain contact with business customers.

1.1.Confirm relevant contact personnel for each business or account customer.

1.2.Document and maintain currency of contact details.

1.3.Participate in, and contribute to, team activities to provide services to business customers.

1.4.Identify and build external relationships to improve supply chain efficiency.

1.5.Maintain business customer contact according to organisational policies and procedures.

2. Identify business customer needs.

2.1.Confirm the mechanisms to identify business customer needs.

2.2.Consult relevant customer contacts to review their business needs.

2.3.Review current business and promotional activities, and determine future needs for individual customers.

2.4.Outline and confirm trading terms for specific business customers.

2.5.Confirm and apply organisational pricing policies and procedures.

2.6.Process information about business using the latest forecasts of current and future trends.

3. Improve business customer outcomes and business relationships.

3.1.Report, promote and advocate for the needs of business customers and end consumers within the organisation.

3.2.Identify and use quality assurance and compliance procedures to qualify and quantify business customer needs.

3.3.Identify and discuss ideas about improving sales service and performance with colleagues and customers

3.4.Ensure the standards of quality required to meet business customer service needs and expectations are met.

3.5.Recognise deficiencies in service provided to business customers and rectify to customer satisfaction in line with own level of responsibility.

3.6.Anticipate future needs of business customers and plan and document activities accordingly.

3.7.Provide regular, effective and targeted feedback to business customers regarding services and the value that is provided.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

build sustainable relationships with two business customers, and for each customer:

identify specific needs

determine options to meet needs

select and use communication strategies suited to the customer

confirm trading terms according to organisational policies and procedures.

develop and document activities for improved customer outcomes and relationship.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

building relationships with business customers

pricing

factors that impact business to business relationships

interpersonal communication techniques that facilitate:

building sustainable relationships with business customers

consultation on needs

negotiation

presentation

sources of information on:

product and supply arrangements for customers

current and future trends

different types of promotional activities and their features in a business to business context

factors that impact trading terms:

continuous improvement

due diligence requirements

infrastructure and capital outlay requirements

intellectual property and technology rights

market position

organisational systems integration and compatibility

planning cycles and timing

risk sharing

supply chain management

agreed terms and conditions

key aspects of legislation that impact sales work in a business-to-business context including Australian Consumer Law.

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

sources of product information

organisational policies and procedures for:

building relationships with business customers

pricing

forecasts for current and future market trends

business customers with different requirements; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

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

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Maintain contact with business customers.

1.1.Confirm relevant contact personnel for each business or account customer.

1.2.Document and maintain currency of contact details.

1.3.Participate in, and contribute to, team activities to provide services to business customers.

1.4.Identify and build external relationships to improve supply chain efficiency.

1.5.Maintain business customer contact according to organisational policies and procedures.

2. Identify business customer needs.

2.1.Confirm the mechanisms to identify business customer needs.

2.2.Consult relevant customer contacts to review their business needs.

2.3.Review current business and promotional activities, and determine future needs for individual customers.

2.4.Outline and confirm trading terms for specific business customers.

2.5.Confirm and apply organisational pricing policies and procedures.

2.6.Process information about business using the latest forecasts of current and future trends.

3. Improve business customer outcomes and business relationships.

3.1.Report, promote and advocate for the needs of business customers and end consumers within the organisation.

3.2.Identify and use quality assurance and compliance procedures to qualify and quantify business customer needs.

3.3.Identify and discuss ideas about improving sales service and performance with colleagues and customers

3.4.Ensure the standards of quality required to meet business customer service needs and expectations are met.

3.5.Recognise deficiencies in service provided to business customers and rectify to customer satisfaction in line with own level of responsibility.

3.6.Anticipate future needs of business customers and plan and document activities accordingly.

3.7.Provide regular, effective and targeted feedback to business customers regarding services and the value that is provided.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

build sustainable relationships with two business customers, and for each customer:

identify specific needs

determine options to meet needs

select and use communication strategies suited to the customer

confirm trading terms according to organisational policies and procedures.

develop and document activities for improved customer outcomes and relationship.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

building relationships with business customers

pricing

factors that impact business to business relationships

interpersonal communication techniques that facilitate:

building sustainable relationships with business customers

consultation on needs

negotiation

presentation

sources of information on:

product and supply arrangements for customers

current and future trends

different types of promotional activities and their features in a business to business context

factors that impact trading terms:

continuous improvement

due diligence requirements

infrastructure and capital outlay requirements

intellectual property and technology rights

market position

organisational systems integration and compatibility

planning cycles and timing

risk sharing

supply chain management

agreed terms and conditions

key aspects of legislation that impact sales work in a business-to-business context including Australian Consumer Law.

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

sources of product information

organisational policies and procedures for:

building relationships with business customers

pricing

forecasts for current and future market trends

business customers with different requirements; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.
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
Confirm relevant contact personnel for each business or account customer. 
Document and maintain currency of contact details. 
Participate in, and contribute to, team activities to provide services to business customers. 
Identify and build external relationships to improve supply chain efficiency. 
Maintain business customer contact according to organisational policies and procedures. 
Confirm the mechanisms to identify business customer needs. 
Consult relevant customer contacts to review their business needs. 
Review current business and promotional activities, and determine future needs for individual customers. 
Outline and confirm trading terms for specific business customers. 
Confirm and apply organisational pricing policies and procedures. 
Process information about business using the latest forecasts of current and future trends. 
Report, promote and advocate for the needs of business customers and end consumers within the organisation. 
Identify and use quality assurance and compliance procedures to qualify and quantify business customer needs. 
Identify and discuss ideas about improving sales service and performance with colleagues and customers 
Ensure the standards of quality required to meet business customer service needs and expectations are met. 
Recognise deficiencies in service provided to business customers and rectify to customer satisfaction in line with own level of responsibility. 
Anticipate future needs of business customers and plan and document activities accordingly. 
Provide regular, effective and targeted feedback to business customers regarding services and the value that is provided. 

Forms

Assessment Cover Sheet

SIRXCEG005 - Maintain business to business relationships
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

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Assessor name:

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Date:

Assessment Record Sheet

SIRXCEG005 - Maintain business to business relationships

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:

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