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Evidence Guide: BSBREL402 - Build client relationships and business networks

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBREL402 - Build client relationships and business networks

What evidence can you provide to prove your understanding of each of the following citeria?

Initiate interpersonal communication with clients

  1. Identify and use preferred client communication styles and methods
  2. Establish rapport with clients using verbal and nonverbal communication processes
  3. Investigate and act upon opportunities to offer positive feedback to clients
  4. Use open questions to promote twoway communication
  5. Identify and act upon potential barriers to effective communication with clients
  6. Initiate communication processes which relate to client needs, preferences and expectations
Identify and use preferred client communication styles and methods

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish rapport with clients using verbal and nonverbal communication processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate and act upon opportunities to offer positive feedback to clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use open questions to promote twoway communication

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and act upon potential barriers to effective communication with clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate communication processes which relate to client needs, preferences and expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish client relationship management strategies

  1. Develop client loyalty objectives focusing on the development of long term business partnerships
  2. Assess client profile information to determine approach
  3. Develop client loyalty strategies to attract and retain clients in accordance with the business strategy
  4. Identify and apply client care and client service standards
Develop client loyalty objectives focusing on the development of long term business partnerships

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess client profile information to determine approach

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop client loyalty strategies to attract and retain clients in accordance with the business strategy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and apply client care and client service standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain and improve ongoing relationships with clients

  1. Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels
  2. Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients
  3. Obtain feedback to develop and implement strategies which maintain and improve relationships with clients
Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain feedback to develop and implement strategies which maintain and improve relationships with clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Build and maintain networks

  1. Allocate time to establish and maintain business contacts
  2. Participate in business associations and/or professional development activities to establish and maintain a network of support for the business and to enhance personal knowledge of the market
  3. Establish communication channels to exchange information and ideas
  4. Provide, seek and verify information to the network
Allocate time to establish and maintain business contacts

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participate in business associations and/or professional development activities to establish and maintain a network of support for the business and to enhance personal knowledge of the market

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish communication channels to exchange information and ideas

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide, seek and verify information to the network

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Initiate interpersonal communication with clients

1.1 Identify and use preferred client communication styles and methods

1.2 Establish rapport with clients using verbal and nonverbal communication processes

1.3 Investigate and act upon opportunities to offer positive feedback to clients

1.4 Use open questions to promote twoway communication

1.5 Identify and act upon potential barriers to effective communication with clients

1.6 Initiate communication processes which relate to client needs, preferences and expectations

2. Establish client relationship management strategies

2.1 Develop client loyalty objectives focusing on the development of long term business partnerships

2.2 Assess client profile information to determine approach

2.3 Develop client loyalty strategies to attract and retain clients in accordance with the business strategy

2.4 Identify and apply client care and client service standards

3. Maintain and improve ongoing relationships with clients

3.1 Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels

3.2 Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients

3.3 Obtain feedback to develop and implement strategies which maintain and improve relationships with clients

4. Build and maintain networks

4.1 Allocate time to establish and maintain business contacts

4.2 Participate in business associations and/or professional development activities to establish and maintain a network of support for the business and to enhance personal knowledge of the market

4.3 Establish communication channels to exchange information and ideas

4.4 Provide, seek and verify information to the network

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Initiate interpersonal communication with clients

1.1 Identify and use preferred client communication styles and methods

1.2 Establish rapport with clients using verbal and nonverbal communication processes

1.3 Investigate and act upon opportunities to offer positive feedback to clients

1.4 Use open questions to promote twoway communication

1.5 Identify and act upon potential barriers to effective communication with clients

1.6 Initiate communication processes which relate to client needs, preferences and expectations

2. Establish client relationship management strategies

2.1 Develop client loyalty objectives focusing on the development of long term business partnerships

2.2 Assess client profile information to determine approach

2.3 Develop client loyalty strategies to attract and retain clients in accordance with the business strategy

2.4 Identify and apply client care and client service standards

3. Maintain and improve ongoing relationships with clients

3.1 Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels

3.2 Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients

3.3 Obtain feedback to develop and implement strategies which maintain and improve relationships with clients

4. Build and maintain networks

4.1 Allocate time to establish and maintain business contacts

4.2 Participate in business associations and/or professional development activities to establish and maintain a network of support for the business and to enhance personal knowledge of the market

4.3 Establish communication channels to exchange information and ideas

4.4 Provide, seek and verify information to the network