Unit of competency details

BSBREL402 - Build client relationships and business networks (Release 1)

Summary

Releases:
ReleaseStatusRelease date
1 1 (this release)Current 25/Mar/2015

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to BSBREL402A - Build client relationships and business networksUpdated to meet Standards for Training Packages 24/Mar/2015


Training packages that include this unit

CodeTitleSort Table listing Training packages that include this unit by the Title columnRelease
TLI - Transport and Logistics Training PackageTransport and Logistics Training Package 2.0-3.1 
TAE - Training and Education Training PackageTraining and Education Training Package 2.0-2.1 
SIT - Tourism, Travel and Hospitality Training PackageTourism, Travel and Hospitality Training Package 1.0-1.1 
PSP - Public Sector Training PackagePublic Sector Training Package 1.0 
ICP - Printing and Graphic ArtsPrinting and Graphic Arts 1.0-2.0 
FNS - Financial Services Training PackageFinancial Services Training Package 1.0-3.0 
CUA - Creative Arts and Culture Training PackageCreative Arts and Culture Training Package 2.0-3.0 
CHC - Community ServicesCommunity Services 2.0-3.0 
BSB - Business Services Training PackageBusiness Services Training Package 1.0-2.0 
AUR - Automotive Retail, Service and Repair Training PackageAutomotive Retail, Service and Repair Training Package 3.0-4.0 
AHC - Agriculture, Horticulture and Conservation and Land Management Training PackageAgriculture, Horticulture and Conservation and Land Management Training Package 1.0-2.0 

Qualifications that include this unit

CodeTitleSort Table listing Qualifications that include this unit by the Title columnRelease
TLI50716 - Diploma of Bus and Coach OperationsDiploma of Bus and Coach Operations 
TAE40116 - Certificate IV in Training and AssessmentCertificate IV in Training and Assessment 
SIT40216 - Certificate IV in GuidingCertificate IV in Guiding 
SIT30216 - Certificate III in TravelCertificate III in Travel 
PSP50916 - Diploma of Interpreting (LOTE-English)Diploma of Interpreting (LOTE-English) 
PSP50816 - Diploma of TranslatingDiploma of Translating 
ICP50115 - Diploma of Printing and Graphic ArtsDiploma of Printing and Graphic Arts 1-2 
ICP40115 - Certificate IV in Printing and Graphic ArtsCertificate IV in Printing and Graphic Arts 1-2 
FNS50417 - Diploma of Payroll ServicesDiploma of Payroll Services 
FNS42215 - Certificate IV in Personal Trust AdministrationCertificate IV in Personal Trust Administration 1-3 
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Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080509 Public Relations  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080509 Public Relations  30/Jul/2015 
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Unit Of competency

Modification History

Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

Application

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

It applies to individuals such as 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.

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

Unit Sector

Stakeholder Relations – Relationship Management

Elements and Performance Criteria

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Initiate interpersonal communication with clients

1.1 Identify and use preferred client communication styles and methods

1.2 Establish rapport with clients using verbal and non-verbal communication processes

1.3 Investigate and act upon opportunities to offer positive feedback to clients

1.4 Use open questions to promote two-way communication

1.5 Identify and act upon potential barriers to effective communication with clients

1.6 Initiate communication processes which relate to client needs, preferences and expectations

2. Establish client relationship management strategies

2.1 Develop client loyalty objectives focusing on the development of long term business partnerships

2.2 Assess client profile information to determine approach

2.3 Develop client loyalty strategies to attract and retain clients in accordance with the business strategy

2.4 Identify and apply client care and client service standards

3. Maintain and improve ongoing relationships with clients

3.1 Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels

3.2 Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients

3.3 Obtain feedback to develop and implement strategies which maintain and improve relationships with clients

4. Build and maintain networks

4.1 Allocate time to establish and maintain business contacts

4.2 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

4.3 Establish communication channels to exchange information and ideas

4.4 Provide, seek and verify information to the network

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill 

Performance 

Criteria 

Description 

Reading

1.1, 1.3, 1.5, 2.2, 2.3, 2.4, 3.1, 4.2- 4.4

  • Interprets information from a range of sources to determine and adhere to communication and networking requirements

Writing

1.1,1.5, 2.1, 2.3, 2.4, 3.1, 3.2, 4.2, 4.3

  • Records notes from research and discussions for future reference
  • Develops materials for a specific audience according to organisational standards

Oral Communication

1.1-1.6, 2.3, 2.4, 3.3, 4.2-4.4

  • Participates in spoken exchanges with a range of audiences using structure and language to suit the audience
  • Involves others in discussions using active listening and questioning techniques appropriately

Numeracy

2.4, 4.1

  • Performs calculations to determine timeframes and measure actual performance against required standards

Navigate the world of work

2.3, 2.4

  • Considers wider organisational goals when developing customer relationship strategies

Interact with others

1.1, 1.2, 1.5, 1.6, 3.3, 4.2-4.4

  • Selects and uses appropriate conventions and protocols when communicating with clients or business contacts to build rapport, seek or present information
  • Recognises the need to alter personal communication style in response to the needs, values, beliefs and cultural expectations of others
  • Adapts personal communication style to build positive working relationships and show respect for the opinions, values and particular needs of others

Get the work done

1.1, 2.1-2.4, 3.1-3.3, 4.1-4.4

  • Takes responsibility for planning, sequencing and implementing tasks and own workload to achieve business outcomes
  • Uses analytical processes to gather relevant information, identify and evaluate options and decide on appropriate systems and strategies
  • Actively monitors and evaluates effectiveness of decisions to identify and implement improvements

Unit Mapping Information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBREL402 Build client relationships and business networks

BSBREL402A Build client relationships and business networks

Updated to meet Standards for Training Packages

Equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

 

Assessment requirements

Modification History

Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

  • identify clients’ preferred communication styles and methods and potential barriers to communications and use appropriate communication styles and strategies
  • apply communication techniques to establish rapport and promote two-way communication
  • develop and implement client loyalty strategies and service standards based on business objectives and client information
  • develop and implement strategies to elicit feedback from clients and use it to improve relationships and customer satisfaction
  • maintain contacts and participate in formal and informal networks that support the business and enhance personal knowledge of the market.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

  • give examples of strategies that can build client loyalty including those that focus on:
  • financial incentives and special offers
  • premium services and private/dedicated facilities
  • loyalty programs, rewards and recognition
  • outline issues that are commonly addressed in client care/service standards in the industry
  • outline typical barriers to communicating with clients and possible strategies to address them
  • give examples of strategies for feedback
  • describe the principles and techniques for effective communication and networking
  • outline networking opportunities relevant to the business with reference to:
  • government, industry and professional associations
  • trade shows, conferences, briefings and other professional development activities
  • existing groups or networks
  • businesses and individuals
  • outline aspects of organisational policies, procedures and processes that are relevant to communicating with clients and participating in networks.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the stakeholder relations - relationship management field of work and include access to:

  • relevant workplace documentation and resources
  • case studies and, where possible, real situations
  • interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

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