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Evidence Guide: SIRXCEG005 - Maintain business to business relationships

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

 

SIRXCEG005 - Maintain business to business relationships

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

Maintain contact with business customers.

  1. Confirm relevant contact personnel for each business or account customer.
  2. Document and maintain currency of contact details.
  3. Participate in, and contribute to, team activities to provide services to business customers.
  4. Identify and build external relationships to improve supply chain efficiency.
  5. Maintain business customer contact according to organisational policies and procedures.
Confirm relevant contact personnel for each business or account customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document and maintain currency of contact details.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participate in, and contribute to, team activities to provide services to business customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and build external relationships to improve supply chain efficiency.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain business customer contact according to organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify business customer needs.

  1. Confirm the mechanisms to identify business customer needs.
  2. Consult relevant customer contacts to review their business needs.
  3. Review current business and promotional activities, and determine future needs for individual customers.
  4. Outline and confirm trading terms for specific business customers.
  5. Confirm and apply organisational pricing policies and procedures.
  6. Process information about business using the latest forecasts of current and future trends.
Confirm the mechanisms to identify business customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consult relevant customer contacts to review their business needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review current business and promotional activities, and determine future needs for individual customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Outline and confirm trading terms for specific business customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm and apply organisational pricing policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process information about business using the latest forecasts of current and future trends.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Improve business customer outcomes and business relationships.

  1. Report, promote and advocate for the needs of business customers and end consumers within the organisation.
  2. Identify and use quality assurance and compliance procedures to qualify and quantify business customer needs.
  3. Identify and discuss ideas about improving sales service and performance with colleagues and customers
  4. Ensure the standards of quality required to meet business customer service needs and expectations are met.
  5. Recognise deficiencies in service provided to business customers and rectify to customer satisfaction in line with own level of responsibility.
  6. Anticipate future needs of business customers and plan and document activities accordingly.
  7. Provide regular, effective and targeted feedback to business customers regarding services and the value that is provided.
Report, promote and advocate for the needs of business customers and end consumers within the organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and discuss ideas about improving sales service and performance with colleagues and customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure the standards of quality required to meet business customer service needs and expectations are met.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise deficiencies in service provided to business customers and rectify to customer satisfaction in line with own level of responsibility.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Anticipate future needs of business customers and plan and document activities accordingly.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Maintain contact with business customers.

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

1.2.Document and maintain currency of contact details.

1.3.Participate in, and contribute to, team activities to provide services to business customers.

1.4.Identify and build external relationships to improve supply chain efficiency.

1.5.Maintain business customer contact according to organisational policies and procedures.

2. Identify business customer needs.

2.1.Confirm the mechanisms to identify business customer needs.

2.2.Consult relevant customer contacts to review their business needs.

2.3.Review current business and promotional activities, and determine future needs for individual customers.

2.4.Outline and confirm trading terms for specific business customers.

2.5.Confirm and apply organisational pricing policies and procedures.

2.6.Process information about business using the latest forecasts of current and future trends.

3. Improve business customer outcomes and business relationships.

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

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

3.3.Identify and discuss ideas about improving sales service and performance with colleagues and customers

3.4.Ensure the standards of quality required to meet business customer service needs and expectations are met.

3.5.Recognise deficiencies in service provided to business customers and rectify to customer satisfaction in line with own level of responsibility.

3.6.Anticipate future needs of business customers and plan and document activities accordingly.

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

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Maintain contact with business customers.

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

1.2.Document and maintain currency of contact details.

1.3.Participate in, and contribute to, team activities to provide services to business customers.

1.4.Identify and build external relationships to improve supply chain efficiency.

1.5.Maintain business customer contact according to organisational policies and procedures.

2. Identify business customer needs.

2.1.Confirm the mechanisms to identify business customer needs.

2.2.Consult relevant customer contacts to review their business needs.

2.3.Review current business and promotional activities, and determine future needs for individual customers.

2.4.Outline and confirm trading terms for specific business customers.

2.5.Confirm and apply organisational pricing policies and procedures.

2.6.Process information about business using the latest forecasts of current and future trends.

3. Improve business customer outcomes and business relationships.

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

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

3.3.Identify and discuss ideas about improving sales service and performance with colleagues and customers

3.4.Ensure the standards of quality required to meet business customer service needs and expectations are met.

3.5.Recognise deficiencies in service provided to business customers and rectify to customer satisfaction in line with own level of responsibility.

3.6.Anticipate future needs of business customers and plan and document activities accordingly.

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

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

build sustainable relationships with two business customers, and for each customer:

identify specific needs

determine options to meet needs

select and use communication strategies suited to the customer

confirm trading terms according to organisational policies and procedures.

develop and document activities for improved customer outcomes and relationship.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

building relationships with business customers

pricing

factors that impact business to business relationships

interpersonal communication techniques that facilitate:

building sustainable relationships with business customers

consultation on needs

negotiation

presentation

sources of information on:

product and supply arrangements for customers

current and future trends

different types of promotional activities and their features in a business to business context

factors that impact trading terms:

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

agreed terms and conditions

key aspects of legislation that impact sales work in a business-to-business context including Australian Consumer Law.