Element

Performance Criteria

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Maintain close contact with business customers.

1.1.Confirm relevant contact personnel for each business or account customer.

1.2.Participate and contribute to team efforts to service business customers.

1.3.Build external relationships to improve supply chain efficiency.

1.4.Maintain business customer contact consistent with business policy and procedures.

2. Identify business customer needs.

2.1.Confirm means to identify business customer needs.

2.2.Consult relevant customer contacts to review business needs.

2.3.Analyse current business and promotional activities and determine future directions.

2.4.Outline and confirm trading terms for specific customers.

2.5.Confirm pricing policy and procedures.

2.6.Process business reviews using latest forecasts of current and future trends.

3. Improve business customer outcomes and business relationships.

3.1.Report, promote and advocate the needs of business customers and end consumers within the organisation.

3.2.Establish and use quality assurance and compliance procedures to qualify and quantify business customer needs.

3.3.Use judgement to guide the standards of quality required to meet business customer service needs and expectations.

3.4.Anticipate future business customer needs and factor into management activities.

3.5.Provide regular, effective and targeted feedback to business customers regarding the services and the value that is provided.

Required skills

communication and interpersonal skills to facilitate:

building relationships with business customers

consultation

dispute resolution

negotiation

presentation

literacy skills to read, analyse and interpret a range of business policy and procedures, documents and research information

planning and organising skills to:

collect and organise information

prioritise work schedule

process business forecasts for implementation

review business needs and basic forecasts

problem-solving skills to anticipate future business customer needs

self-management skills to:

confirm trading terms, pricing policies and other relevant procedures to customers

demonstrate flexibility when communicating within teams and responding to customers

identify and maintain key contact personnel at customer businesses

teamwork skills to contribute to team service to specific customers

technology skills to use technology effectively

Required knowledge

business policy and procedures for building relationships with business customers

information sources on product and supply arrangements for customers

relevant legislation and statutory requirements, including work health and safety (WHS)

pricing policies

trading terms

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.

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 uses a range of means to 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 business-to-business sales 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.

Method 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.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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 individual, accessibility of the item, and local industry and regional contexts) may also be included.

Relevant contact personnel may include:

internal and external contacts

new or repeat contacts

people from a range of social, cultural and ethnic backgrounds

people with varying physical and mental abilities.

Team members may include:

full-time, part-time, casual or contract staff

people from a range of cultural, social and ethnic backgrounds

people with a range of responsibilities and job descriptions

people with varying degrees of language and literacy.

Supply chain efficiency may be influenced by factors, including:

account management

effectiveness and timeliness of product or service supply

efficacy of supply arrangements and distribution systems

product management

quality, accuracy and timeliness of information provision and communications.

Business policy and procedures in relation to:

client relationship management

interaction with customers

pricing arrangements

sale and distribution of products and services

trading terms.

Methods to identify business customer needs may include:

appropriate questioning and active listening

observation

review of sales records

verbal or non-verbal communication with:

customer contacts

staff

supervisors and management

suppliers.

Promotional activities may include:

advertising

catalogues

corporate or locally-based activities

dealing with advertising agencies and consultants

internal and external activities

internet

newspapers

posters

radio or television

suppliers

website.

Trading terms may be influenced by:

continuous improvement

due diligence requirements

infrastructure and capital outlay requirements

intellectual property and technology rights

market position

organisational systems integration and compatibility

planning cycles and timing

risk sharing

supply chain management

terms and conditions agreed

value for money.