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.
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.
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.