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Evidence Guide: SIRXCCS509 - 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

 

SIRXCCS509 - 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 according to standard organisational policies and procedures.
  5. Approve special deals falling outside company policy and procedures according to business guidelines.
  6. Negotiate and confirm supply arrangements for goods of services under special deals prior to completion of deals in line with standard organisational policies and procedures.
  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 according to standard organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate and confirm supply arrangements for goods of services under special deals prior to completion of deals in line with standard organisational policies and procedures.

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:

 

 

 

 

 

 

 

Manage trading terms.

  1. Negotiate and confirm trading terms for product and services in line with standard organisational policies and procedures.
  2. Establish procedures and policies to approve new or amended trading terms.
  3. Communicate trading terms to internal and external personnel according to legislative and business procedures.
  4. Confirm procedures and policies for processing breaches of trading terms and communicate to relevant staff.
  5. Establish processes for reviewing trading terms.
  6. Establish policy and procedures for managing trading terms to achieve business and customer service objectives.
Negotiate and confirm trading terms for product and services in line with standard organisational policies and procedures.

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 of 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 in line with standard organisational policies and procedures.
  2. Seek expert advice regarding the framing of contracts as required and in line with standard organisational policies and procedures.
  3. Apply established terms and conditions of contractual arrangements with business account customers.
  4. Complete requirements for amendment or variation to existing contract with a business according to business procedures and legal requirements.
  5. Monitor performance of contract against agreed business objectives and standards.
  6. Investigate and resolve contract variations according to contractual and business outcomes.
  7. Resolve disputes over contracts to obtain business and customer outcomes.
  8. Regularly complete contract reviews with customers, stakeholders and contract holders.
  9. Conclude business contracts according to organisational and legal requirements.
Negotiate and confirm contractual obligations and terms with business customers in line with standard organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek expert advice regarding the framing of contracts as required and in line with standard organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply established 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:

 

 

 

 

 

 

 

Conclude business contracts according to organisational and legal requirements.

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, 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:

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 retail work 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.

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

review of portfolio of evidence

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.

Required Skills and Knowledge

Required skills

communication and interpersonal skills to:

build relationships with business customers

consult and negotiate

make presentations

resolve disputes

literacy and numeracy skills to:

develop and amend contracts, according to business procedures and legal requirements develop guidelines for approving and implementing special deals

document plans and decisions

establish, confirm and review trading terms

read and interpret information

undertake financial and budget planning

planning and organising skills to:

establish procedures and policies

complete contract reviews

conclude business contracts

monitor contract performance

project and contract management skills

technical skills to design promotional and merchandising activities

Required knowledge

business policy and procedures in relation to:

approval processes

dealing with internal and external groups and teams

negotiating contracts and trading terms

quality assurance and control

selling and supplying products and services

using and maintaining standard business technology

competitor activities

configuration of management systems

elements that make a successful business partnership or relationship

features and advantages of a contractual relationship

information sources on product and supply arrangements for customers

internal and external management systems

work health and safety (WHS) aspects of job

principles and techniques in negotiation

public and private sector purchasing and procurement guidelines and rules

relevant commercial law and legislation, including:

law of contract

Australian consumer law relating to the retail industry

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, 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.

Business policy and proceduresin relation to:

approval processes

interaction with clients and customers

negotiating contracts and trading terms

quality assurance and control

sale and supply of products and services.

Promotional and merchandising activities may vary to accommodate variationsin:

competition

demographics

economics

legal factors

natural factors

political influences

social and cultural factors

technology.

Sales and distribution arrangements may include:

delivery of products

leasing agreements and consultancies

maintenance and support agreements

provision of services

research and development.

Supply arrangements may relate to:

cost

coverage and content

quality

quantity

time schedules.

Relevant staff may include:

employees

internal or external contacts

relevant managers

supervisors.

Negotiationissuesmay 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

community and not-for-profit organisations

governments

internal business units and divisions

public agencies or organisations.

Expert advicemay be sought from a range of professionals, including:

accountants and auditors

industry association advisory services

in-house or external lawyers

senior in-house staff.

Contractual arrangements may include:

common-use arrangements or standing offers

consequences

contracts, including:

contracts as detailed under Australian consumer law

external contracts

in-house service level agreements

letters of appointment or intent

memorandums of understanding or memorandums of agreement

noncompliance

petty cash

purchase order

trade partners

verbal and written orders.