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Evidence Guide: SIRXCCS005A - Manage business customers

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

 

SIRXCCS005A - Manage business customers

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

Negotiate deals.

  1. Establish special deals according to business policy and procedures.
  2. Negotiate and complete deals according to business policy and procedures.
  3. Determine supporting promotional and merchandising activities.
  4. Negotiate optimal sales and distribution arrangements with customer prior to completion of deals.
  5. Approve special deals falling outside company policy and procedures according to business guidelines.
  6. Confirm supply arrangements for goods of services under special deals prior to completion of deals.
  7. Ensure deals conform to business performance and marketing objectives.
  8. Ensure deals are legally valid and binding.
Establish special deals according to business policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate and complete deals according to business policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine supporting promotional and merchandising activities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate optimal sales and distribution arrangements with customer prior to completion of deals.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Approve special deals falling outside company policy and procedures according to business guidelines.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm supply arrangements for goods of services under special deals prior to completion of deals.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure deals conform to business performance and marketing objectives.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure deals are legally valid and binding.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Verify trading terms.

  1. Set trading terms for product and services.
  2. Set trading terms for customers and accounts.
  3. Establish procedures and policies to approve new or amended trading terms.
  4. Communicate trading terms to internal and external personnel according to legislative and business procedures.
  5. Confirm procedures and policies for processing breaches to trading terms and communicate to relevant staff.
  6. Establish processes for reviewing trading terms.
  7. Establish policy and procedures for managing trading terms to achieve business and customer service objectives.
Set trading terms for product and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Set trading terms for customers and accounts.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish procedures and policies to approve new or amended trading terms.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate trading terms to internal and external personnel according to legislative and business procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm procedures and policies for processing breaches to trading terms and communicate to relevant staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish processes for reviewing trading terms.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish policy and procedures for managing trading terms to achieve business and customer service objectives.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage business contracts.

  1. Negotiate and confirm contractual obligations and terms with business customers.
  2. Apply terms and conditions of contractual arrangements with business account customers.
  3. Complete requirements for amendment or variation to existing contract with a business according to business procedures and legal requirements.
  4. Monitor performance of contract against agreed business objectives and standards.
  5. Investigate and resolve contract variations according to contractual and business outcomes.
  6. Resolve disputes over contracts to obtain business and customer outcomes.
  7. Regularly complete contract reviews with customers, stakeholders and contract holders.
Negotiate and confirm contractual obligations and terms with business customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply terms and conditions of contractual arrangements with business account customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete requirements for amendment or variation to existing contract with a business according to business procedures and legal requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor performance of contract against agreed business objectives and standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate and resolve contract variations according to contractual and business outcomes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve disputes over contracts to obtain business and customer outcomes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Regularly complete contract reviews with customers, stakeholders and contract holders.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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:

actively negotiates and finalises legally binding contractual agreements with a range of business customers according to company policy

identifies and understands business targets and strategic goals

manages business contacts and trading terms to achieve agreed business targets and strategic outcomes

demonstrates a high level of ethical and personal integrity in conduct of negotiations and management of contractual relationships.

Context of and specific resources for assessment

Assessment must ensure access to:

a workplace sales environment

relevant documentation, such as:

business policy and procedures

information on the internal and external operating environment

a range of business customers with different requirements.

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

review of portfolio of evidence

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.

Required Skills and Knowledge

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:

interpersonal communication skills, including:

consultation

building relationships with business customers

presentation

negotiation

dispute resolution

analytical and research skills

project and contract management skills

determine appropriate support for promotional and merchandising activities

create guidelines for approving and implementing special deals

time management

literacy and numerical skills in regard to:

documenting plans and decisions

reading and interpreting information

financial and budget planning

establishing, confirming and reviewing trading terms

developing and amending contracts according to business procedures and legal requirements.

The following knowledge must be assessed as part of this unit:

use and maintenance of standard business technology

configuration of management systems

public and private sector purchasing and procurement guidelines and rules

relevant commercial law and legislation, including:

law of contract

trade practice law

business policy and procedures in relation to:

sale and supply of products and services

quality assurance and control

approval processes

negotiating contracts and trading terms

dealing with internal and external groups and teams

principles and techniques in negotiation

features and advantages of a contractual relationship

elements that make a successful business partnership or relationship

internal and external management systems

competitor activities

information sources on product and supply arrangements for customers

OHS aspects of job.

Range Statement

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.

Business policy and procedures in relation to:

sale and supply of products and services

quality assurance and control

interaction with clients and customers

approval processes

negotiating contracts and trading terms.

Promotional and merchandising activities may vary to accommodate variations in:

demographics

economics

competition

social and cultural factors

political influences

legal factors

natural factors

technology.

Sales and distribution arrangements may include:

delivery of products

provision of services

maintenance and support agreements

leasing agreements and consultancies

research and development.

Supply arrangements may relate to:

quality

quantity

coverage and content

time schedules

cost.

Relevant staff may include:

internal or external contacts

employees

supervisors

relevant managers.

Negotiation issues may include:

contract variations, including ability to vary or modify targets, processes and clauses

innovations

modification and amendment rights

scope.

Business customers may include:

commercial enterprises

public agencies or organisations

governments

community and not-for-profit organisations

internal business units and divisions.

Contractual arrangements may include:

letters of appointment or intent

external contracts

trade partners

verbal and written orders

purchase order

petty cash

memorandums of understanding or memorandums of agreement

in-house service level agreements

contracts

common-use arrangements or standing offers

contracts as detailed under the Trade Practices Act

non-compliance

consequences.