SIRXCEG005 Maintain business to business relationships

Release: 1

SIRXCEG005 Maintain business to business relationships

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