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Evidence Guide: CPPCMN4004 - Develop and manage client relations

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

 

CPPCMN4004 - Develop and manage client relations

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

Establish new business contacts.

  1. New organisations with potential to benefit from company products and services are identified according to company requirements.
  2. Individuals in target organisations with potential to benefit are identified and contacted, and effective relationships built according to company requirements.
  3. Communication protocols are agreed with business contacts and maintained according to own level of responsibility and company requirements.
New organisations with potential to benefit from company products and services are identified according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Individuals in target organisations with potential to benefit are identified and contacted, and effective relationships built according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communication protocols are agreed with business contacts and maintained according to own level of responsibility and company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work effectively with business contacts.

  1. Roles of business contacts are clarified and responsibilities of parties in business relationship are agreed according to company requirements.
  2. Realistic service commitments are set and adhered to according to company requirements.
  3. Flexibility in work practices required in unusual or difficult situations is adopted according to company requirements.
  4. Situations outside own area or level of responsibility are identified and, where appropriate, referred to designated personnel according to company requirements.
Roles of business contacts are clarified and responsibilities of parties in business relationship are agreed according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Realistic service commitments are set and adhered to according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Flexibility in work practices required in unusual or difficult situations is adopted according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Situations outside own area or level of responsibility are identified and, where appropriate, referred to designated personnel according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and monitor client needs.

  1. Needs and expectations for service delivery are regularly discussed with client according to company requirements.
  2. Feedback on company performance and level of satisfaction is sought from client according to company requirements.
  3. Prompt action is taken on feedback received according to company requirements.
  4. Contracts or variations to contracts or levels of agreed service provision are reviewed and implemented according to company requirements.
Needs and expectations for service delivery are regularly discussed with client according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Feedback on company performance and level of satisfaction is sought from client according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prompt action is taken on feedback received according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contracts or variations to contracts or levels of agreed service provision are reviewed and implemented according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to complex client needs.

  1. Complex client needs are analysed and options for resolution are explained to client according to company requirements.
  2. Clients are assisted to evaluate product and service options to satisfy their needs according to company requirements.
  3. Preferred action is determined and prioritised according to company requirements.
  4. Potential difficulties in service delivery are identified and actions taken according to company requirements.
Complex client needs are analysed and options for resolution are explained to client according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clients are assisted to evaluate product and service options to satisfy their needs according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Preferred action is determined and prioritised according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Potential difficulties in service delivery are identified and actions taken according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate advice and pricing information.

  1. Pricing information for routine and specified products and services is provided where these match client needs, according to company requirements.
  2. Follow-up information required by client is provided promptly according to company requirements.
  3. Bookings with client are scheduled and confirmed according to company requirements.
Pricing information for routine and specified products and services is provided where these match client needs, according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow-up information required by client is provided promptly according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Bookings with client are scheduled and confirmed according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote company.

  1. Strategies to represent, promote and grow company’s interests are developed.
  2. Additional products, services and information are suggested to clients according to company requirements.
  3. Information is provided to company members to support the development of effective relationships with client.
Strategies to represent, promote and grow company’s interests are developed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Additional products, services and information are suggested to clients according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information is provided to company members to support the development of effective relationships with client.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Establish new business contacts.

1.1.

New organisations with potential to benefit from company products and services are identified according to company requirements.

1.2.

Individuals in target organisations with potential to benefit are identified and contacted, and effective relationships built according to company requirements.

1.3.

Communication protocols are agreed with business contacts and maintained according to own level of responsibility and company requirements.

2.

Work effectively with business contacts.

2.1.

Roles of business contacts are clarified and responsibilities of parties in business relationship are agreed according to company requirements.

2.2.

Realistic service commitments are set and adhered to according to company requirements.

2.3.

Flexibility in work practices required in unusual or difficult situations is adopted according to company requirements.

2.4.

Situations outside own area or level of responsibility are identified and, where appropriate, referred to designated personnel according to company requirements.

3.

Identify and monitor client needs.

3.1.

Needs and expectations for service delivery are regularly discussed with client according to company requirements.

3.2.

Feedback on company performance and level of satisfaction is sought from client according to company requirements.

3.3.

Prompt action is taken on feedback received according to company requirements.

3.4.

Contracts or variations to contracts or levels of agreed service provision are reviewed and implemented according to company requirements.

4.

Respond to complex client needs.

4.1.

Complex client needs are analysed and options for resolution are explained to client according to company requirements.

4.2.

Clients are assisted to evaluate product and service options to satisfy their needs according to company requirements.

4.3.

Preferred action is determined and prioritised according to company requirements.

4.4.

Potential difficulties in service delivery are identified and actions taken according to company requirements.

5.

Communicate advice and pricing information.

5.1.

Pricing information for routine and specified products and services is provided where these match client needs, according to company requirements.

5.2.

Follow-up information required by client is provided promptly according to company requirements.

5.3.

Bookings with client are scheduled and confirmed according to company requirements.

6.

Promote company.

6.1.

Strategies to represent, promote and grow company’s interests are developed.

6.2.

Additional products, services and information are suggested to clients according to company requirements.

6.3.

Information is provided to company members to support the development of effective relationships with client.

Required Skills and Knowledge

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Establish new business contacts.

1.1.

New organisations with potential to benefit from company products and services are identified according to company requirements.

1.2.

Individuals in target organisations with potential to benefit are identified and contacted, and effective relationships built according to company requirements.

1.3.

Communication protocols are agreed with business contacts and maintained according to own level of responsibility and company requirements.

2.

Work effectively with business contacts.

2.1.

Roles of business contacts are clarified and responsibilities of parties in business relationship are agreed according to company requirements.

2.2.

Realistic service commitments are set and adhered to according to company requirements.

2.3.

Flexibility in work practices required in unusual or difficult situations is adopted according to company requirements.

2.4.

Situations outside own area or level of responsibility are identified and, where appropriate, referred to designated personnel according to company requirements.

3.

Identify and monitor client needs.

3.1.

Needs and expectations for service delivery are regularly discussed with client according to company requirements.

3.2.

Feedback on company performance and level of satisfaction is sought from client according to company requirements.

3.3.

Prompt action is taken on feedback received according to company requirements.

3.4.

Contracts or variations to contracts or levels of agreed service provision are reviewed and implemented according to company requirements.

4.

Respond to complex client needs.

4.1.

Complex client needs are analysed and options for resolution are explained to client according to company requirements.

4.2.

Clients are assisted to evaluate product and service options to satisfy their needs according to company requirements.

4.3.

Preferred action is determined and prioritised according to company requirements.

4.4.

Potential difficulties in service delivery are identified and actions taken according to company requirements.

5.

Communicate advice and pricing information.

5.1.

Pricing information for routine and specified products and services is provided where these match client needs, according to company requirements.

5.2.

Follow-up information required by client is provided promptly according to company requirements.

5.3.

Bookings with client are scheduled and confirmed according to company requirements.

6.

Promote company.

6.1.

Strategies to represent, promote and grow company’s interests are developed.

6.2.

Additional products, services and information are suggested to clients according to company requirements.

6.3.

Information is provided to company members to support the development of effective relationships with client.

A person demonstrating competency in this unit must satisfy the requirements of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also develop and manage business relationships with three new clients and respond to two client requests.

In doing the above work, the person must:

identify each client’s needs

explain key features and benefits of company’s products and services

present verbal and written information on products and services to each client.

A person demonstrating competency in this unit must demonstrate knowledge of:

processes to identify, establish and maintain business contacts and networks

company requirements, including:

client confidentiality provisions

code of ethics

company image

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

codes of conduct

consumer law

environmental law

privacy legislation

quality and continuous improvement systems, standards and guidelines

range of products and services available to business contacts

benefits of maintaining good client communication when delivering customer service

role of designated personnel in developing and managing client relations.

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Company requirements must include at least two of the following:

organisational policies and guidelines

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

anti-discrimination and equal employment opportunity

industry codes of conduct

consumer law

environmental law

harassment and other laws specific to local government

work health and safety requirements

privacy legislation

policies and procedures relating to own role and responsibility

quality and continuous improvement systems, standards and guidelines.

Communication protocols must include:

client’s preferred frequency and timing of contact

client’s preferred method of contact

types of information that client wishes to receive.

Personnel must include at least one of the following:

colleagues

manufacturers

staff and employee representatives

supervisors

suppliers.