Build retail relationships and sustain customer loyalty

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver SIRXCCS408, 'Build retail relationships and sustain customer loyalty'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Build retail relationships and sustain customer loyalty' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Review customer relationship management systems.

1.1.Identify and communicate objectives of review of organisation’s customer relationship management (CRM) systems and engage staff in the process.

1.2.Lead evaluation of organisation’s customer relationship data collection and analysis procedures to assess contribution to current business needs.

1.3.Lead research into innovations in CRM systems and procedures and evaluation of applicability to organisational requirements.

1.4.Lead research and selection of customer profiling data that would assist the organisation in building a sustainable competitive advantage.

1.5.Consider and document proposals to enhance current organisational CRM capabilities and distribute to relevant personnel.

1.6.Contribute to the selection and implementation of proposals according to scope of role and responsibilities.

2. Monitor and analyse customer behaviour.

2.1.Identify and communicate objectives of analysis of customer behaviour and engage staff in the process.

2.2.Monitor customer relationship data collection to ensure enhanced CRM systems and procedures are implemented and provide value.

2.3.Lead a review of current customer relationships and loyalty levels and set targets for enhanced outcomes.

2.4.Lead research into customer demand for emerging products, services and strategies and evaluate applicability to business goals.

2.5.Analyse internal and external data to identify trends in customer behaviour and predict future preferences.

2.6.Consult on findings with staff team and other relevant personnel to identify trends and preferences to be addressed in the short and long term.

3. Select and plan targeted events, offers and programs.

3.1.Identify and communicate objectives of events, offers and programs and engage relevant staff in the selection and planning process.

3.2.Lead a review of customer participation in, and response to, past events, offers and programs to identify improvements and new ideas.

3.3.Lead a review of CRM and external customer behaviour data to identify potential relationship strengthening strategies for different customer target groups.

3.4.Lead research into emerging strategies for building customer relationships and loyalty, and evaluate applicability to business goals.

3.5.Consult with staff team and other relevant personnel to select cost-effective events, offers and programs for implementation.

3.6.Lead staff team in planning and scheduling events, offers and programs.

4. Promote targeted events, offers and programs.

4.1.Organise preparation of equipment and materials for planned events, offers and programs.

4.2.Coordinate notification of relevant stakeholders for each event, offer or program.

4.3.Manage promotion of events, offers and programs.

4.4.Lead review of customer responses to events, offers and programs and implementation of refinements as required.