Unit of competency Outline
Date retreived
22/07/2026 5:03 AM AWST
22/07/2026 5:03 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Build client relationships and business networks
Build client relationships and business networks
Unit of competency
National Code
BSBREL402A
BSBREL402A
State Code
D0966
D0966
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
24/10/2014
Field of Education
080509 - Public Relations
Original Release Date
24/10/2014
Nominal Hours
30
Description
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.
Notes
Elements and Performance Criteria
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 focussing 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
RANGE STATEMENT
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:
email
face-to-face
mail
phone
Verbal communication may include:
articulation
clarity of speech
feedback
language
listening skills
open questions
questioning skills
voice modulation
voice projection
Non-verbal communication may include:
active listening
body language
body orientation
clothing
colour
distance
facial expression
grooming
gestures
music
posture
sound
touching
voice
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
discounts
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
email
letter
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
institutes
professional bodies
societies
Professional development activities may include:
demonstrations
exhibitions
fairs
industry information seminars
industry training
pre-launch activities
technical information briefings
trade shows
Networks may include:
business
formal
groups
individuals
informal
organisations
personal
Information and ideas may include:
changes in the environment
changing customer requirements
information on competitors' activities
personal, professional or business support
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:
face-to-face
phone
Verbal communication may include:
articulation
clarity of speech
feedback
language
listening skills
open questions
questioning skills
voice modulation
voice projection
Non-verbal communication may include:
active listening
body language
body orientation
clothing
colour
distance
facial expression
grooming
gestures
music
posture
sound
touching
voice
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
discounts
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
letter
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
institutes
professional bodies
societies
Professional development activities may include:
demonstrations
exhibitions
fairs
industry information seminars
industry training
pre-launch activities
technical information briefings
trade shows
Networks may include:
business
formal
groups
individuals
informal
organisations
personal
Information and ideas may include:
changes in the environment
changing customer requirements
information on competitors' activities
personal, professional or business support
EVIDENCE GUIDE
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.
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.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C3647 | BSBMKG406A | Build client relationships | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUH39 | BSBREL402 | Build client relationships and business networks | Unit of competency |