Unit of competency Outline
Date retreived
22/07/2026 4:39 PM AWST
22/07/2026 4:39 PM 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.
Manage business customers
Manage business customers
Unit of competency
National Code
SIRXCCS005A
SIRXCCS005A
State Code
S6116
S6116
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
10/09/2014
Field of Education
080301 - Business Management
Original Release Date
10/09/2014
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to manage contracts, reinforce trading terms and negotiate deals with business customers.
Notes
Elements and Performance Criteria
1 Negotiate deals.
- 1.1 Establish special deals according to business policy and procedures.
- 1.2 Negotiate and complete deals according to business policy and procedures.
- 1.3 Determine supporting promotional and merchandising activities.
- 1.4 Negotiate optimal sales and distribution arrangements with customer prior to completion of deals.
- 1.5 Approve special deals falling outside company policy and procedures according to business guidelines.
- 1.6 Confirm supply arrangements for goods of services under special deals prior to completion of deals.
- 1.7 Ensure deals conform to business performance and marketing objectives.
- 1.8 Ensure deals are legally valid and binding.
2 Verify trading terms.
- 2.1 Set trading terms for product and services.
- 2.2 Set trading terms for customers and accounts.
- 2.3 Establish procedures and policies to approve new or amended trading terms.
- 2.4 Communicate trading terms to internal and external personnel according to legislative and business procedures.
- 2.5 Confirm procedures and policies for processing breaches to trading terms and communicate to relevant staff.
- 2.6 Establish processes for reviewing trading terms.
- 2.7 Establish policy and procedures for managing trading terms to achieve business and customer service objectives.
3 Manage business contracts.
- 3.1 Negotiate and confirm contractual obligations and terms with business customers.
- 3.2 Apply terms and conditions of contractual arrangements with business account customers.
- 3.3 Complete requirements for amendment or variation to existing contract with a business according to business procedures and legal requirements.
- 3.4 Monitor performance of contract against agreed business objectives and standards.
- 3.5 Investigate and resolve contract variations according to contractual and business outcomes.
- 3.6 Resolve disputes over contracts to obtain business and customer outcomes.
- 3.7 Regularly complete contract reviews with customers, stakeholders and contract holders.
sale and supply of products and services
quality assurance and control
interaction with clients and customers
approval processes
negotiating contracts and trading terms.
demographics
economics
competition
social and cultural factors
political influences
legal factors
natural factors
technology.
delivery of products
provision of services
maintenance and support agreements
leasing agreements and consultancies
research and development.
quality
quantity
coverage and content
time schedules
cost.
internal or external contacts
employees
supervisors
relevant managers.
contract variations, including ability to vary or modify targets, processes and clauses
innovations
modification and amendment rights
scope.
commercial enterprises
public agencies or organisations
governments
community and not-for-profit organisations
internal business units and divisions.
letters of appointment or intent
external contracts
trade partners
verbal and written orders
purchase order
petty cash
memorandums of understanding or memorandums of agreement
in-house service level agreements
contracts
common-use arrangements or standing offers
contracts as detailed under the Trade Practices Act
non-compliance
consequences.
quality assurance and control
interaction with clients and customers
approval processes
negotiating contracts and trading terms.
demographics
economics
competition
social and cultural factors
political influences
legal factors
natural factors
technology.
delivery of products
provision of services
maintenance and support agreements
leasing agreements and consultancies
research and development.
quality
quantity
coverage and content
time schedules
cost.
internal or external contacts
employees
supervisors
relevant managers.
contract variations, including ability to vary or modify targets, processes and clauses
innovations
modification and amendment rights
scope.
commercial enterprises
public agencies or organisations
governments
community and not-for-profit organisations
internal business units and divisions.
letters of appointment or intent
external contracts
trade partners
verbal and written orders
purchase order
petty cash
memorandums of understanding or memorandums of agreement
in-house service level agreements
contracts
common-use arrangements or standing offers
contracts as detailed under the Trade Practices Act
non-compliance
consequences.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
actively negotiates and finalises legally binding contractual agreements with a range of business customers according to company policy
identifies and understands business targets and strategic goals
manages business contacts and trading terms to achieve agreed business targets and strategic outcomes
demonstrates a high level of ethical and personal integrity in conduct of negotiations and management of contractual relationships.
Context of and specific resources for assessment
Assessment must ensure access to:
a workplace sales environment
relevant documentation, such as:
business policy and procedures
information on the internal and external operating environment
a range of business customers with different requirements.
Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
observation of performance in the workplace
third-party reports from a supervisor
customer feedback
review of portfolio of evidence
written or verbal questioning to assess knowledge and understanding.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.
Evidence of the following is essential:
actively negotiates and finalises legally binding contractual agreements with a range of business customers according to company policy
identifies and understands business targets and strategic goals
manages business contacts and trading terms to achieve agreed business targets and strategic outcomes
demonstrates a high level of ethical and personal integrity in conduct of negotiations and management of contractual relationships.
Context of and specific resources for assessment
Assessment must ensure access to:
a workplace sales environment
relevant documentation, such as:
business policy and procedures
information on the internal and external operating environment
a range of business customers with different requirements.
Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
observation of performance in the workplace
third-party reports from a supervisor
customer feedback
review of portfolio of evidence
written or verbal questioning to assess knowledge and understanding.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| WD955 | SIRXCCS509 | Manage business customers | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| W793 | ICP50410 | Diploma of Printing and Graphic Arts (Management/Sales) | Qualification |