Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

CPPCMN4004B Mapping and Delivery Guide
Facilitate effective client relationships

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CPPCMN4004B - Facilitate effective client relationships
Description This unit of competency specifies the outcomes required to establish complex business contacts and networks and manage these relationships in a flexible and effective manner. Complex business relationships are those that require exploring products and services with the client that could improve or enhance their operations. Therefore this unit requires the individual to be familiar with a wide range of organisational products and services.This unit would usually be carried out under supervision, within organisational guidelines.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit of competency supports individuals with significant contact with external clients but without managerial or supervisory responsibilities. The unit applies to those providing information on routine, well-defined products and dealing with enquiries of a more complex nature, including pricing. Performance would usually be carried out under routine supervision, within company guidelines.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Nil
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
Elements of Competency Performance Criteria              
Element: Identify and monitor client needs.
  • Client needs and expectations are regularly discussed with client according to company requirements.
  • Feedback on company performance and level of client satisfaction is sought according to company requirements.
  • Prompt action is taken on feedback received from client, according to company requirements.
  • Contracts or variations to contracts or levels of agreed service provision are reviewed and implemented according to company requirements.
       
Element: Respond to complex client needs.
  • Possibilities for meeting client needs 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 client service delivery are identified and appropriate actions are taken according to company requirements.
       
Element: Establish business contacts and networks.
  • Organisations and groups that have potential to benefit from company products and services are identified according to company requirements.
  • Appropriate individuals in group or organisation are identified in order to establish effective relationships according to company requirements.
  • Methods of communication with business contacts and networks are agreed on and maintained according to own level of responsibility and company requirements.
  • Trust and confidence of business contacts and networks are gained and maintained through demonstration of high standards of business practices and effective communication methods, according to company requirements.
       
Element: Work effectively with business contacts.
  • Roles and responsibilities of business contacts are defined, clarified and agreed according to company requirements.
  • Realistic service commitments are set and adhered to according to company requirements.
  • Flexibility in normal work practices is adopted and encouraged, according to company requirements, when operating under unusual or difficult situations.
  • Situations outside own area or level of responsibility are identified and where appropriate referred to appropriate personnel according to company requirements.
       
Element: Promote company.
  • Strategies to represent and promote company's interests and requirements are developed.
  • Additional products, services and information are suggested for consideration to meet client needs according to company requirements.
  • Work group members are encouraged to develop effective relationships with client and users of client facilities.
       
Element: Communicate advice and pricing information.
  • Written and verbal responses are presented according to company requirements.
  • Pricing information for routine and specified products and services is provided where these match client needs, according to company requirements.
  • Client requirements for follow-up information are attended to promptly according to company requirements.
  • Bookings with client are scheduled and confirmed according to company requirements.
       


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.

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

Overview of assessment

This unit of competency could be assessed by observing client management, where a range of products and services are promoted and negotiated.

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 the required skills and knowledge specified in this unit.

In particular the person should demonstrate the ability to:

build client relationships

explain features and benefits of products and services using knowledge of products and services

identify and use opportunities for establishing business contacts and networks

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

Context of and specific resources for assessment

Assessment of essential underpinning knowledge may be conducted in an off-site context. It is to comply with relevant regulatory or Australian standards' requirements.

Resource implications for assessment include access to:

assessment documentation forms and record books

products and information used in the provision of promoting company services

suitable work area, or a simulated workplace environment, that allows for observation of client and candidate interaction.

Method of assessment

Assessment methods must:

satisfy the endorsed Assessment Guidelines of the Property Services Training Package

include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments.

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

Guidance information for assessment

Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Assessment processes and techniques should as far as is practical take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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.

Required skills

customer service skills to:

establish rapport with clients

gain clients' trust

interpret and meet client needs

interpersonal skills to:

demonstrate empathy and tact

negotiate variations in client needs

relate to people from diverse backgrounds

language, literacy and numeracy skills for:

communicating clearly and concisely verbally and in writing

accessing, synthesising and using information

completing and interpreting business documentation

presenting information on products and services

providing accurate pricing estimates and quotations

planning and organising skills to manage time

problem-solving skills to:

assess client needs

identify appropriate service or product

technology skills to complete business documentation

Required knowledge

business contacts and networks, including:

identifying potential contacts and networks

establishing and maintaining networks

client confidentiality provisions

legislation, regulations, codes of practice and industry advisory standards that apply to client relationships

principles of time management

range of products, services and commitments available to business contacts

relevance of client service, good communication and own role in delivering customer service

role of designated personnel in client referrals

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, if used in the performance criteria, is detailed below. 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) may also be included.

Client needs may relate to:

advice or general information

domestic, commercial or industrial interests

hours of operation

making complaints and suggestions

purchasing products and services

specific requests for information, including those relating to economic, social and environmental sustainability.

Clients may include:

people with routine or special requests

people from diverse social or cultural backgrounds

regular and new clients, including:

business enterprises

government agencies

suppliers.

Company requirements may include:

code of ethics

company image

legal and organisational policies and guidelines

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

anti-discrimination and equal employment opportunity

codes of conduct

consumer law

environmental law

harassment and other laws specific to local government

OHS

privacy legislation

OHS policies, procedures and programs

policies and procedures relating to own role, responsibility and delegation

quality and continuous improvement systems, standards and guidelines

staff appearance and presentation.

Communication may include:

communications book

company presentations

correspondence

email

exchange of reports and information

inspections by client

personal visits

site news sheet

telephone discussions.

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

community groups

departments or branches of the organisation

organisations with industry links

organisations with similar industry functions

potential and current clients

staff and employee organisations

suppliers and manufacturers

technicians.

Appropriate personnel may include:

colleagues

staff and employee representatives

supervisors and line managers

suppliers and manufacturers.

Information may be:

communicated electronically, such as by email

contained in:

company databases

manufacturer specifications and information

products or services available, including features and benefits

provided verbally

quotations or pricing estimates

provided in writing, such as product brochures.

Work group members may include:

colleagues

line managers

supervisors.

Written and verbal responses may include:

general advice

information on products or services available, including features and benefits

quotations or pricing estimates

standard industry disclaimers.

Products and services and information relating to their pricing may include:

introductory offers

value analysis, citing benefits provided

volume or repeat business pricing.

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
Client needs and expectations are regularly discussed with client according to company requirements. 
Feedback on company performance and level of client satisfaction is sought according to company requirements. 
Prompt action is taken on feedback received from client, according to company requirements. 
Contracts or variations to contracts or levels of agreed service provision are reviewed and implemented according to company requirements. 
Possibilities for meeting client needs 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 client service delivery are identified and appropriate actions are taken according to company requirements. 
Organisations and groups that have potential to benefit from company products and services are identified according to company requirements. 
Appropriate individuals in group or organisation are identified in order to establish effective relationships according to company requirements. 
Methods of communication with business contacts and networks are agreed on and maintained according to own level of responsibility and company requirements. 
Trust and confidence of business contacts and networks are gained and maintained through demonstration of high standards of business practices and effective communication methods, according to company requirements. 
Roles and responsibilities of business contacts are defined, clarified and agreed according to company requirements. 
Realistic service commitments are set and adhered to according to company requirements. 
Flexibility in normal work practices is adopted and encouraged, according to company requirements, when operating under unusual or difficult situations. 
Situations outside own area or level of responsibility are identified and where appropriate referred to appropriate personnel according to company requirements. 
Strategies to represent and promote company's interests and requirements are developed. 
Additional products, services and information are suggested for consideration to meet client needs according to company requirements. 
Work group members are encouraged to develop effective relationships with client and users of client facilities. 
Written and verbal responses are presented according to company requirements. 
Pricing information for routine and specified products and services is provided where these match client needs, according to company requirements. 
Client requirements for follow-up information are attended to promptly according to company requirements. 
Bookings with client are scheduled and confirmed according to company requirements. 

Forms

Assessment Cover Sheet

CPPCMN4004B - Facilitate effective client 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

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

CPPCMN4004B - Facilitate effective client 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:

Date: