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Unit of competency details

SIRXCEG005 - Maintain business to business relationships (Release 1)

Summary

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes SIRXCCS305 - Maintain business to business relationships• Not Equivalent • Unit updated to meet Standards for Training Packages • Competency Field changed to Customer Engagement (CEG) • Minor change to Elements and Performance Criteria to streamline language and better define essential outcomes and performance • Updated knowledge requirements to reflect unit revisions. 30/Mar/2016

Release Status:
Current
Releases:
ReleaseRelease date
1 1 (this release) 31/Mar/2016

Companion volumes:
Unit of competency Assessment requirements

Delivery:
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Training packages that include this unit

Qualifications that include this unit

CodeSort Table listing Qualifications that include this unit by the Code columnTitleSort Table listing Qualifications that include this unit by the Title columnUsage RecommendationRelease
FWP30620 - Certificate III in Timber Building Products SupplyCertificate III in Timber Building Products SupplySuperseded1 
ICP50120 - Diploma of Printing and Graphic Arts Business ManagementDiploma of Printing and Graphic Arts Business ManagementCurrent1-2 
FWP30622 - Certificate III in Timber Building Products SupplyCertificate III in Timber Building Products SupplyCurrent1 
SIR30316 - Certificate III in Business to Business SalesCertificate III in Business to Business SalesCurrent1-2 
BSB30220 - Certificate III in Entrepreneurship and New BusinessCertificate III in Entrepreneurship and New BusinessCurrent1 
FWP30621 - Certificate III in Timber Building Products SupplyCertificate III in Timber Building Products SupplySuperseded1 
BSB30120 - Certificate III in BusinessCertificate III in BusinessCurrent1-2 
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Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080301 Business Management  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080301 Business Management  09/Aug/2016 
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Unit of competency

Modification History

Not applicable.

Application

This unit describes the performance outcomes, skills and knowledge required to develop and maintain relationships with business customers by identifying customer needs and improving outcomes.

It applies to individuals working in customer service roles in a diverse range of wholesale businesses. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Pre-requisite Unit

Nil

Competency Field

Customer Engagement

Unit Sector

Cross-Sector

Elements and Performance Criteria

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.

Foundation Skills

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.

SKILLS 

DESCRIPTION 

Technology skills to:
  • source information about current and future trends.

Unit Mapping Information

No equivalent unit.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

 

Assessment requirements

Modification History

Not applicable.

Performance Evidence

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.

Knowledge Evidence

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.

Assessment Conditions

Skills must be demonstrated in a services industry environment. This can be:

  • an industry workplace
  • a simulated industry environment.

Assessment must ensure access to:

  • sources of product information
  • organisational policies and procedures for:
  • building relationships with business customers
  • pricing
  • forecasts for current and future market trends
  • business customers with different requirements; these can be:
  • individuals in an industry workplace, or
  • individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=ca051b1b-5101-4ec2-ac1c-49699303188d

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