Unit of competency Outline

Date retreived
22/07/2026 10:01 PM AWST

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Facilitate effective client relationships

Facilitate effective client relationships

Unit of competency
National Code
CPPCMN4004B
State Code
D7515
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
07/04/2011
View on TGA
State Implementation and Classification
Approved Date
15/09/2014
Field of Education
080509 - Public Relations
Original Release Date
15/09/2014
Nominal Hours
40
Description
This unit of competency specifies the outcomes required to establish complex business contacts and networks and manage these relationships in a flexible and effective manner. Complex business relationships are those that require exploring products and services with the client that could improve or enhance their operations. Therefore this unit requires the individual to be familiar with a wide range of organisational products and services.This unit would usually be carried out under supervision, within organisational guidelines.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Identify and monitor client needs.
  • 1.1 Client needs and expectations are regularly discussed with client according to company requirements.
  • 1.2 Feedback on company performance and level of client satisfaction is sought according to company requirements.
  • 1.3 Prompt action is taken on feedback received from client, according to company requirements.
  • 1.4 Contracts or variations to contracts or levels of agreed service provision are reviewed and implemented according to company requirements.
2. Respond to complex client needs.
  • 2.1 Possibilities for meeting client needs are explained to client according to company requirements.
  • 2.2 Clients are assisted to evaluate product and service options to satisfy their needs according to company requirements.
  • 2.3 Preferred action is determined and prioritised according to company requirements.
  • 2.4 Potential difficulties in client service delivery are identified and appropriate actions are taken according to company requirements.
3. Establish business contacts and networks.
  • 3.1 Organisations and groups that have potential to benefit from company products and services are identified according to company requirements.
  • 3.2 Appropriate individuals in group or organisation are identified in order to establish effective relationships according to company requirements.
  • 3.3 Methods of communication with business contacts and networks are agreed on and maintained according to own level of responsibility and company requirements.
  • 3.4 Trust and confidence of business contacts and networks are gained and maintained through demonstration of high standards of business practices and effective communication methods, according to company requirements.
4. Work effectively with business contacts.
  • 4.1 Roles and responsibilities of business contacts are defined, clarified and agreed according to company requirements.
  • 4.2 Realistic service commitments are set and adhered to according to company requirements.
  • 4.3 Flexibility in normal work practices is adopted and encouraged, according to company requirements, when operating under unusual or difficult situations.
  • 4.4 Situations outside own area or level of responsibility are identified and where appropriate referred to appropriate personnel according to company requirements.
5. Promote company.
  • 5.1 Strategies to represent and promote company's interests and requirements are developed.
  • 5.2 Additional products, services and information are suggested for consideration to meet client needs according to company requirements.
  • 5.3 Work group members are encouraged to develop effective relationships with client and users of client facilities.
6. Communicate advice and pricing information.
  • 6.1 Written and verbal responses are presented according to company requirements.
  • 6.2 Pricing information for routine and specified products and services is provided where these match client needs, according to company requirements.
  • 6.3 Client requirements for follow-up information are attended to promptly according to company requirements.
  • 6.4 Bookings with client are scheduled and confirmed according to company requirements.
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.
Client needs may relate to:
advice or general information
domestic, commercial or industrial interests
hours of operation
making complaints and suggestions
purchasing products and services
specific requests for information, including those relating to economic, social and environmental sustainability.
Clients may include:
people with routine or special requests
people from diverse social or cultural backgrounds
regular and new clients, including:
business enterprises
government agencies
suppliers.
Company requirements may include:
code of ethics
company image
legal and organisational policies and guidelines
legislative and regulatory requirements relevant to the work or service function, including:
anti-discrimination and equal employment opportunity
codes of conduct
consumer law
environmental law
harassment and other laws specific to local government
OHS
privacy legislation
OHS policies, procedures and programs
policies and procedures relating to own role, responsibility and delegation
quality and continuous improvement systems, standards and guidelines
staff appearance and presentation.
Communication may include:
communications book
company presentations
correspondence
email
exchange of reports and information
inspections by client
personal visits
site news sheet
telephone discussions.
Business contacts and networks may include the following groups and individuals:
community groups
departments or branches of the organisation
organisations with industry links
organisations with similar industry functions
potential and current clients
staff and employee organisations
suppliers and manufacturers
technicians.
Appropriate personnel may include:
colleagues
staff and employee representatives
supervisors and line managers
suppliers and manufacturers.
Information may be:
communicated electronically, such as by email
contained in:
company databases
manufacturer specifications and information
products or services available, including features and benefits
provided verbally
quotations or pricing estimates
provided in writing, such as product brochures.
Work group members may include:
colleagues
line managers
supervisors.
Written and verbal responses may include:
general advice
information on products or services available, including features and benefits
quotations or pricing estimates
standard industry disclaimers.
Products and services and information relating to their pricing may include:
introductory offers
value analysis, citing benefits provided
volume or repeat business pricing.
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
This unit of competency could be assessed by observing client management, where a range of products and services are promoted and negotiated.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified in this unit.
In particular the person should demonstrate the ability to:
build client relationships
explain features and benefits of products and services using knowledge of products and services
identify and use opportunities for establishing business contacts and networks
present information in a variety of formats to a range of business contacts.
Context of and specific resources for assessment
Assessment of essential underpinning knowledge may be conducted in an off-site context. It is to comply with relevant regulatory or Australian standards' requirements.
Resource implications for assessment include access to:
assessment documentation forms and record books
products and information used in the provision of promoting company services
suitable work area, or a simulated workplace environment, that allows for observation of client and candidate interaction.
Method of assessment
Assessment methods must:
satisfy the endorsed Assessment Guidelines of the Property Services Training Package
include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application
reinforce the integration of employability skills with workplace tasks and job roles
confirm that competency is verified and able to be transferred to other circumstances and environments.
This unit could be assessed on its own or in combination with other units relevant to the job function.
Guidance information for assessment
Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.
Assessment processes and techniques should as far as is practical take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.
Replaced By
State Code National Code Title Type
AXJ06 CPPCMN4004 Develop and manage client relations Unit of competency