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Elements and Performance Criteria

1. Identify and monitor client needs
   • Conduct regular discussions with client regarding clients needs and expectations in accordance with company requirements
   • Seek feedback on company performance and level of client satisfaction in accordance with company requirements
   • Take prompt action on feedback received from the client in accordance with company requirements
   • Review and implement contracts and/or variations to contracts in accordance with company requirements
2. Satisfy complex client needs
   • Explain possibilities for meeting client needs in accordance with company requirements
   • Assist clients to evaluate service/product options to satisfy their needs in accordance with company requirements
   • Determine and prioritise preferred action in accordance with company requirements
   • Identify potential areas of difficulty in client service delivery and take appropriate actions in accordance with company requirements
3. Establish business contacts and networks
   • Identify organisations and groups that have the potential to benefit from company products/services in accordance with company requirements
   • Identify appropriate individuals within the group or organisation in order to establish effective relationships in accordance with company requirements
   • Agree on and maintain methods of communication with business contacts and networks within own level of responsibility in accordance with company requirements
   • Gain and maintain trust and confidence of business contacts and networks through demonstration of high standards of business practices and effective communication methods in accordance with company requirements
4. Work effectively with business contacts
   • Define, clarify and agree on roles and responsibilities of business contacts in accordance with company requirements
   • Set and adhere to realistic service commitments in accordance with company requirements
   • Adopt and encourage flexibility in normal work practices when operating under unusual or difficult situations in accordance with company requirements
   • Identify situations outside own area or level of responsibility and where appropriate discuss with or refer to appropriate personnel in accordance with company requirements
5. Promote the company
   • Develop strategies to represent and promote the company's interests and requirements
   • Suggest for consideration additional products/services and information to meet client's needs in accordance with company requirements
   • Encourage work group members to develop effective and friendly relationships with client and users of client facilities
6. Communicate advice and pricing information
   • Present written and verbal responses in accordance with company requirements
   • Provide pricing information for routine and specified products and services where these match client needs, in accordance with company requirements
   • Attend to client requirements for follow-up information promptly in accordance with company requirements
   • Schedule and confirm bookings with client in accordance with company requirements

Required Skills

Refer to Evidence Guide

Evidence Required

Critical aspects of competency

Demonstrated proactive client relationshipbuilding skills

Detailed knowledge of products and services and the capacity to explain to clients the features and benefits of products and services

Ability to identify and utilise opportunities for establishing business contacts and networks

Ability to present information in a variety of formats to a range of business contacts

Knowledge needed to achieve the performance criteria

Knowledge and understanding are essential to apply this unit of competency in the workplace to transfer the skills to other contexts and to deal with unplanned events The knowledge requirements for this unit are listed below

The range of potential and actual business contacts and networks

Establishing and maintaining effective business contacts and networks

Range of productsservicescommitments available to offer to business contacts

Principles of time management

Role of designated personnel in client referrals

Sales presentation skills

Organisational client service standards

Importance of client service good communication and an individuals role in delivering customer service

Client groups

Specific skills needed to achieve the performance criteria

To achieve the performance criteria some complementary skills are required These relate to the ability to

use communication skills that assist in facilitating client relationships including

active listening

accessing synthesising and using information

displaying empathy tact and diplomacy

negotiation

confidencebuilding

assertiveness

use time management skills

use problemsolving skills

be flexible in handling variations in client needs

use language skills which allow for relationshipbuilding with the client

use literacy skills to the level required to complete and interpret business documentation

use numeracy skills to the level required to provide accurate pricing estimates and quotations

use technology skills to complete business documentation

relate to people from a range of social cultural and ethnic backgrounds

Other units of competency that could be assessed with this unit

Where practical this unit should be assessed in an integrated fashion with other appropriate units

This unit could be assessed on its own or in combination with other competencies relevant to the job function

Resources required to assess this unit

Practical assessment will frequently be in the workplace or a suitable similar environment Access to such an environment will be required

The candidate and the assessor should have access to the appropriate documentation and resources normally utilised in the workplace This includes access to the following

a suitable work area or a simulated workplace environment that allows for observation of clientcandidate interaction

products and information utilised in the provision of promoting company services

assessment documentation forms and record books

Gaining evidence to assess this unit

For valid and reliable assessment of this unit the competency should be demonstrated over a period of time and be observed by the assessor or assessment team working together to conduct the assessment The competency is to be demonstrated in a range of situations that may include clientworkplace interruptions and involvement in related activities normally experienced in the workplace

This unit is essentially skillsbased and it is expected that assessment will be largely practical ie workplacebased or by simulation in nature supported by questioning to assess underpinning knowledge

Performance and assessment of this unit must be carried out within the relevant requirements of the legislative and industry framework and as set out in organisational OHS policies and procedures Assessment requires that establishing and maintaining customer relationships is done in such a way as to meet the objectives of the company and industry expectations

Key competency levels

There are a number of processes learnt throughout work and daily life that are required in all jobs They are fundamental processes and generally transferable to other work environments Some of these work processes are covered by the key competencies listed below Information provided to each question highlights how these processes are applied in this unit of competency

The number in brackets indicates the level to which the key competency should be demonstrated

	Perform the process			Perform and administer the process		Perform administer and design the process
How can information be collected analysed and organised				Identify and utilise networking opportunities
How can communication of ideas and information be applied				Identify and pursue business opportunities through information sharing and negotiation
How are activities planned and organised				Organise or reorganise work tasks in relation to business contracts andor variations to such
How can teamwork be applied				Develop a strong work team to support the strengthening of client services
How can the use of mathematical ideas and techniques be applied				Design work allocation and scheduling arrangements
How can problemsolving skills be applied				Identify where business contacts and network arrangements can be enhanced
How can the use of technology be applied				Store and retrieve client and product information and communicate via ebusiness communication modes

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Range Statement

The range statement links the required knowledge and organisational and technical requirements to the workplace context. It describes any contextual variables that will be used or encountered when applying the competency in work situations. It allows for different work practices and work and knowledge requirements as well as for differences between organisations and workplaces. The following variables may be present for this particular unit.

Appropriate personnel may include:

colleagues

staff or employee representatives

supervisor/line manager

suppliers/manufacturers.

Business contacts and networks may include the following groups and individuals within them:

community groups

departments or branches of the organisation

organisations with industry linkages

organisations with similar industry functions

potential and current customers

staff or employee organisations

suppliers

technicians.

Client needs may relate to:

advice or general information

domestic, commercial or industrial interests

hours of operation

making complaints/suggestions

purchasing products and services

specific requests.

Clients may include:

clients with routine or special requests

people from a range of social, cultural or ethnic backgrounds

regular and new clients including but not limited to:

business enterprises

government agencies

suppliers.

Communication may include:

communications book

company presentations

correspondence

email

exchange of reports and information

inspections by client

personal visits

site news sheet

telephone discussions.

Company requirements may include:

code of ethics

company image

legal and organisational policies/guidelines

legislation relevant to the work or service function

legislative and regulatory requirements including:

codes of conduct

consumer law

discrimination/equal employment opportunity

environmental law

harassment and other laws specific to local government, state and federal legislation

OHS

privacy legislation

OHS policies, procedures and programs

personnel practices and guidelines outlining work roles, responsibilities and delegations

quality systems, standards and guidelines

staff appearance and presentation.

Information may be:

communicated electronically e.g. by email

contained in company databases

contained in manufacturers' specifications or information

information on products/services available including features and benefits

provided verbally

quotations/pricing estimates

written e.g. product brochures.

Products and services may include procedures for:

allocating appointments

communicating with clients

delivering products and services

responding to complaints or suggestions.

Work group members may include:

colleagues

line managers

staff

supervisors.

Written or verbal responses may include:

general advice

information on products/services available including features and benefits

quotations/pricing estimates

standard industry disclaimers.

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