Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
CPPCMN4004 Mapping and Delivery Guide
Develop and manage client relations
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | CPPCMN4004 - Develop and manage client relations |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | 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. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. 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. |
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Prerequisites/co-requisites | |||
Competency Field |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Establish new business contacts. |
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Element: Work effectively with business contacts. |
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Element: Identify and monitor client needs. |
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Element: Respond to complex client needs. |
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Element: Communicate advice and pricing information. |
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Element: Promote company. |
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