- SIRXCCS006A - Maintain business to business relationships
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SIRXCCS006A Mapping and Delivery Guide
Maintain business to business relationships
Version 1.0
Issue Date: April 2024
| Qualification | - |
Unit of Competency | SIRXCCS006A - Maintain business to business relationships |
|---|---|---|---|
| Description | This unit describes the performance outcomes, skills and knowledge required to develop and maintain enduring relationships with business customers, focusing on identification of customer needs. | ||
| Employability Skills | The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements. | ||
| Learning Outcomes and Application | This unit requires sales team members to identify key customer contacts, and service-specific customer needs and confirm trading terms with customer contacts to build and maintain sustainable relationships with business customers. | ||
| Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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| Prerequisites/co-requisites | Nil | ||
| Competency Field | Client and Customer Service | ||
| 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: Develop techniques to maintain close contact with business customers. |
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| Element: Identify business customer needs. |
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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, the range statement and the Assessment Guidelines for this Training Package. | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the following is essential: builds sustainable relationships with business customers that deliver agreed business outcomes identifies key contact personnel for businesses with a given territory or customer account describes and utilises a range of means to accurately identify specific needs of business customers confirms trading terms for customers according to business policy and procedures |
Context of and specific resources for assessment | Assessment must ensure access to: a retail or wholesale work environment relevant sources of product information relevant documentation, such as policy and procedures manuals forecasts for current and future market trends a range of business customers with different requirements an appropriate range of products or services customer information. |
Methods of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: observation of performance in the workplace third-party reports from a supervisor customer feedback written or verbal questioning to assess knowledge and understanding. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
Assessing employability skills | Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts. Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification. |
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.
This section describes the essential skills and knowledge and their level, required for this unit. |
The following skills must be assessed as part of this unit: identify and maintain key contact personnel at customer businesses contribute to team service to specific customers confirm trading terms, pricing policies and other relevant procedures to customers process business forecasts for implementation interpersonal skills review business needs and basic forecasts collect and organise information effective use of technology literacy skills to read, analyse and interpret a range of business policy and procedures documents and research information flexibility when communicating within teams, and responding to customers. |
The following knowledge must be assessed as part of this unit: prioritising work schedule business policy and procedures for building relationships with business customers pricing policies trading terms information sources on product and supply arrangements for customers OHS aspects of job relevant consumer law, commercial law and legislation. |
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. | |
Relevant contact personnel may include: | new or repeat contacts internal and external contacts people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities. |
Team members may include: | full-time, part-time, casual or contract staff people with varying degrees of language and literacy people from a range of cultural, social and ethnic backgrounds people with a range of responsibilities and job descriptions. |
Business policy and procedures in relation to: | sale and distribution of products and services interaction with customers client relationship management pricing arrangements trading terms. |
Methods to identify business customer needs may include: | verbal or non-verbal communication with: customer contacts staff supervisors and management suppliers observation appropriate questioning and active listening review of sales records. |
Promotional activities may include: | internal and external activities corporate or locally based activities dealing with advertising agencies and consultants advertising catalogues newspapers posters radio or TV suppliers internet website. |
Trading terms may be influenced by: | due diligence requirements value for money risk sharing market position planning cycles and timing terms and conditions agreed intellectual property and technology rights continuous improvement supply chain management infrastructural and capital outlay requirements organisational systems integration and compatibility. |
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 at each business or account customer. | |||
| Participate and contribute to team efforts to service business customers. | |||
| Build external relationships to improve supply chain efficiency, including product or service supply, account management, product management, supply arrangements, distribution systems, information and communication. | |||
| Maintain business customer contact consistent with business policy and procedures. | |||
| Confirm means to identify business customer needs. | |||
| Consult relevant customer contacts to review business needs. | |||
| Analyse current business and promotional activities and determine future directions. | |||
| Outline and confirm trading terms for specific customers. | |||
| Confirm pricing policy and procedures. | |||
| Process business reviews using latest forecasts of current and future trends. |
Forms
Assessment Cover Sheet
SIRXCCS006A - 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
Feedback to student
Assessor name:
Signature:
Date:
Assessment Record Sheet
SIRXCCS006A - 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:
Date: