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Elements and Performance Criteria

  1. Identify and develop marketing opportunities.
  2. Discuss options to encourage client patronage.
  3. Secure client patronage.

Required Skills

This section describes the essential skills and knowledge and their level required for this unit

Required skills

access a variety of information relating to business broking services and relevant market information

engage clients promote agency services provide information on products and encourage business from potential clients

identify market trends and positions and business broking opportunities

prepare and present information specific to target audience that clearly communicates intended message regarding the agencys services

relate to people from a range of social cultural and ethnic backgrounds and of varying physical and mental abilities

resolve potential client concerns and issues

select and use appropriate technology

Required knowledge and understanding

client engagement methods and promotional techniques and protocols

organisations policy and procedures for client service including ethical behaviour and promotional strategies

mechanisms to obtain and analyse client comments and feedback

organisations business structure services and client service procedures

principles and techniques of public relations

relevant federal and state or territory legislation and local government regulations related to

antidiscrimination

business broking

business operation and listings especially in regard to franchise and business structures and the sale and appraisal of businesses

consumer protection

environmental issues

equal employment opportunity

financial probity

industrial relations

OHS

taxation

service standards and best practice models

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this Training Package

Overview of assessment

This unit of competency could be assessed through a practical demonstration of obtaining and securing the listing of a business Targeted written including alternative formats where necessary or verbal questioning to assess the candidates underpinning knowledge would provide additional supporting evidence of competence The demonstration and questioning would include collecting evidence of the candidates knowledge and application of ethical standards and relevant federal and state or territory legislation and regulations This assessment may be carried out in a simulated or workplace environment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of

analysing market trends as they relate to business broking opportunities and threats

clarifying concerns and explaining listing procedures to clients

engaging potential clients and providing the best opportunity to secure their business

knowledge of agency practice ethical standards and legislative requirements associated with listing a business

preparing and structuring advice on services provided by the agency

Context of and specific resources for assessment

Resource implications for assessment include

access to suitable resources and simulated or real opportunities to demonstrate competence

assessment instruments that may include personal planner and assessment record book

access to a registered provider of assessment services

Where applicable physical resources should include equipment modified for people with disabilities

Access must be provided to appropriate learning andor assessment support when required

Assessment processes and techniques must be culturally appropriate and appropriate to the language and literacy capacity of the candidate and the work being performed

Validity and sufficiency of evidence require that

competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the persons competence

all assessment that is part of a structured learning experience must include a combination of direct indirect and supplementary evidence

where assessment is for the purpose of recognition RCCRPL the evidence provided will need to be current and show that it represents competency demonstrated over a period of time

assessment can be through simulated projectbased activity and must include evidence relating to each of the elements in this unit

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge Questioning will be undertaken in such a manner as is appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions and will reflect the requirements of the competency and the work being performed


Range Statement

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 in the performance criteria is detailed below. Add any 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.

Targeted groups may include:

business sectors or groupings identified as fitting within the agency's focus and expertise

local community networks

new emerging areas of business opportunity for the agency

professional associations

specific business sectors and industries.

Agency practice may be outlined within:

access and equity policy, principles and practice

business and performance plans

ethical standards

goals, objectives, plans, systems and processes

legal and organisational policies and guidelines

marketing plans

mission statements and strategic plans

OHS policies, procedures and programs

privacy and confidentiality requirements

quality and continuous improvement processes and standards

quality assurance and procedures manuals, including sales and client liaison procedure manuals.

Potential clients may include:

new business types identified by the agency

specific business types identified as fitting within the agency's brief and focus.

Marketing strategies may include:

advertisements

client functions

literature and materials that explain and promote agency's services

media announcements

presentations and displays

promotion of the agency's services

sales pitch that suits agency's philosophy and target audience

service launches

web pages.

Appropriate interpersonal communication skills may include:

active listening

providing opportunities for potential clients to clarify their understanding of services offered

soft questioning and seeking feedback from potential clients to confirm own understanding of their needs

summarising and paraphrasing to check understanding of potential client's message

using appropriate body language.

Appropriate rapport relates to use of techniques that:

establish and build confidence and trust in the agency and its representatives

make the seller or buyer feel valued

promote and maintain an effective relationship with the seller or buyer.

Client needs, motivation and expectations may relate to:

expectations of market

expectations of agency

motivation for selling

need to consider exit strategy or succession planning

need to sell within a specified timeframe.

Options may include:

auction

closure of business

employee or family buy out

employee share option plan (ESOP)

liquidation

open market sale

operating under a deed of agreement

partial or progressive sale

receivership

sale of business out of company

sales of shares of company

strategic acquirer sale

tender.

Benefits may include:

accreditation, certification and qualifications

associations and networks

market knowledge

range of services, such as marketing and backup

reputation and market position.

Points of agreement need to be identified by:

agency

clients and/or those acting as their agents.

Rights and obligations relate to those of:

the agency

the client.

Legislative, industry and agency requirements may relate to:

access and equity policy, principles and practice

business and performance plans, including organisational goals and objectives

client service policies

industry and agency codes of conduct and practice, code of ethics

legislative and statutory requirements for the provision of business broking services

OHS policies, procedures and programs

organisational policy, guidelines and requirements

policies and procedures relating to own role, responsibility and delegation

privacy and confidentiality requirements

records and information systems

reporting and communication structures

terms and conditions of employment.

Suitable arrangements may include arrangements for:

conducting an appraisal

listing the business.