Unit of competency Outline

Date retreived
22/07/2026 9:56 PM AWST

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Interact with clients on a business level

Interact with clients on a business level

Unit of competency
National Code
ICAICT608A
State Code
D7904
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
18/07/2011
View on TGA
State Implementation and Classification
Approved Date
26/03/2012
Field of Education
080501 - Sales
Original Release Date
26/03/2012
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to interact with clients at a management level.
Notes
Elements and Performance Criteria
1. Review client’s business domain
  • 1.1 Research organisational service standards, values and culture to understand the organisational environment
  • 1.2 Investigate and document the goods and services provided by the organisation
  • 1.3 Review current service level agreements (SLAs) if appropriate
2. Develop new business with client
  • 2.1 Research client service needs and preferred level of service
  • 2.2 Research opportunities for new business with client
  • 2.3 Develop draft proposals to cover these new initiatives
3. Negotiate new business initiatives
  • 3.1 Conduct a session with the client to present the new opportunities
  • 3.2 Present proposals to the client in a clear, concise and comprehensive manner
  • 3.3 Present proposed cost and timeframes to the client
  • 3.4 Negotiate the terms with the client and record alterations if required
  • 3.5 Clarify areas of uncertainty or disagreement
  • 3.6 Document the agreement negotiated with the client
4. Monitor, adjust and implement procedures to maintain client focus
  • 4.1 Assess progress in achieving new client initiatives
  • 4.2 Gather client feedback to improve the proposals
  • 4.3 Adjust the service provided to the client based on client feedback and in line with organisational guidelines
  • 4.4 Document changes to new provisions
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.

Service level agreementsmay relate to:
charge back to business units
consideration of business processes and requirements
clearly specified and quantified service levels
different infrastructure services:
active server pages (ASPs)
communications carriers
internet service providers (ISPs)
vendor products
evaluation or audit of service levels
expectations regarding servicing
penalties
workload and performance considerations.
Client may include:
external organisations
individuals
internal departments
internal employees.
Organisational guidelines may include:
communication methods
content of emails
dispute resolution
document procedures and templates
downloading information and accessing particular websites
financial control mechanisms
opening mail with attachments
personal use of emails and internet access
virus risk.
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 ability to:
identify possible new business initiatives
propose new business to the client
formulate and implement new business
meet client requirements for support service within quality, time, target performance and cost parameters.
Context of and specific resources for assessment
Assessment must ensure access to:
organisational policies, procedures and SLAs for the IT industry
contexts for negotiating agreements and contracts
current IT hardware and software products.
Where applicable, physical resources should include equipment modified for people with special needs.
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:
direct observation of candidate’s presentation of a new business initiative
review of candidate’s documented terms of service as negotiated with a client
verbal and written questioning to assess candidate’s knowledge of business practices, such as change management and planning processes.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.
Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.
Indigenous people and other people from a non-English speaking background may need additional support.
In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.
Replaced By
State Code National Code Title Type
AUU72 ICTICT608 Interact with clients on a business level Unit of competency