• BSBREL402A - Build client relationships and business networks

Assessor Resource

Build client relationships and business networks

Assessment tool

Version 1.0
Issue Date: October 2023

This unit applies to individuals in a variety of roles who are required to establish, maintain and improve client relationships to facilitate organisational objectives.

This unit primarily applies to marketing and sales professionals who depend on excellent interpersonal relationships and communication skills to achieve outcomes, but may also apply to other individuals working in any industry.

This unit describes the performance outcomes, skills and knowledge required to establish, maintain and improve client relationships, and to actively participate in networks to support attainment of key business outcomes.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Employability Skills

This unit contains employability skills.

Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

establishing and maintaining relationships with a range of clients related to the candidate's business

participating in and providing, an active contribution to a business related network.

Context of and specific resources for assessment

Assessment must ensure:

access to office equipment and resources.

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:

assessment of written reports or journals on client relationship activities

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

observation of the candidate communicating with clients

observation of presentations made to business networks

oral or written questioning to assess knowledge and understanding

review of authenticated documents from the workplace or training environment

review of testimony from team members, colleagues, supervisors or managers.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

other relationship management units

marketing units.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication skills to determine client needs and preferences through active listening and presenting ideas clearly and precisely

culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities

interpersonal skills to establish rapport, and to build and maintain relationships with clients.

Required knowledge

key provisions of relevant legislation from all forms of government, codes of practice and national standards that may affect aspects business operations, such as:

anti-discrimination legislation

consumer laws including appropriate state/territory legislation

ethical principles

marketing code of practice

privacy laws

Trade Practices Act

marketing communications concepts and processes

principles and techniques for effective communication and networking

sources of business related networks.

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 candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Preferred client communication styles and methods may include:





Verbal communication may include:


clarity of speech



listening skills

open questions

questioning skills

voice modulation

voice projection

Non-verbal communication may include:

active listening

body language

body orientation




facial expression








Barriers to effective communication may include:

acting on false assumptions and stereotypes

cultural differences not being addressed

educational differences not being addressed

failure to prominently display contact details in all communications provided to the client

inappropriate word choice

ineffective non-verbal communication

lack of 'contact us' forms or pages on websites

lack of distribution of reply paid cards or envelopes in mail outs

lack of voice modulation and articulation

limited opening hours of call centres or office

not listening actively

organisational factors

physical, personal, gender and age differences not being addressed

Client loyalty strategies include:

access to dedicated staff

added value offers

anniversary offers

client clubs

client reward schemes

credit or discount facilities

dedicated or private facilities


formal letter of thanks

frequent purchaser programs

handwritten note thanking the client

offering promotional items

phone call thanking client for the business

regular recontact with best clients

thank you gifts and promotions

Client care and client service standards may include:

accuracy of billing

accuracy of product/service descriptions, specifications in marketing communications

complaint resolution times

incidences of stock outs and back orders

on-hold times

order delivery standards such as:

whether right product or service was delivered

delivered to right person or address

delivered on time

politeness, helpfulness and grooming of delivery staff

delivery vehicles parked properly

cleanliness of delivery vehicles

shipment tracking services

telephone answering times and responses

Strategies to obtain ongoing feedback may include:

including 'comments and queries' or 'bouquets and brickbats' on all order forms

complaints handling procedures



soliciting complaints

surveys of current clients

surveys of lapsed clients to determine reason/s for ceasing to buy

telephone interviews

training staff to ask open questions about product or service levels

Business associations may include:

chambers of commerce

industry associations


professional bodies


Professional development activities may include:




industry information seminars

industry training

pre-launch activities

technical information briefings

trade shows

Networks may include:








Information and ideas may include:

changes in the environment

changing customer requirements

information on competitors' activities

personal, professional or business support

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Identify and use preferred client communication styles and methods 
Establish rapport with clients using verbal and non-verbal communication processes 
Investigate and act upon opportunities to offer positive feedback to clients 
Use open questions to promote two-way communication 
Identify and act upon potential barriers to effective communication with clients 
Initiate communication processes which relate to client needs, preferences and expectations 
Develop client loyalty objectives focussing on the development of long term business partnerships 
Assess client profile information to determine approach 
Develop client loyalty strategies to attract and retain clients in accordance with the business strategy 
Identify and apply client care and client service standards 
Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels 
Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients 
Obtain feedback to develop and implement strategies which maintain and improve relationships with clients 
Allocate time to establish and maintain business contacts 
Participate in business associations and/or professional development activities to establish and maintain a network of support for the business and to enhance personal knowledge of the market 
Establish communication channels to exchange information and ideas 
Provide, seek and verify information to the network 


Assessment Cover Sheet

BSBREL402A - Build client relationships and business networks
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student









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Assessment Record Sheet

BSBREL402A - Build client relationships and business networks

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:









Overall assessment result: Competent Not yet competent

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