BSBMKG413Submission Details The assessment task is due on the date specified by your trainer. Any variation to this arrangement must be approved in writing by your trainer. You must submit soft copy of your answers along with any additional material generated as part of this assessment. You must submit soft copies of your answers. Soft copies Upload on the eLearning to the specific submission folder with a cover page clearly indicating your name, student id, assessment no and the unit name or put those information in the header and footer of your documents. The trainer/assessor may further prompt and question you in order to receive answers of an appropriate quality or if further clarification is required. Additional questioning and other checks may be conducted to validate authenticity of your assessment submission. Task 1 – Relationships & Negotiation Task overview In the context of the CoffeeVille simulated business, you will participate in a role-play in which you will refer to organisational policy to maintain a business relationship and negotiate a positive outcome with your client. This may be conducted as a group activity, or one-on-one with the assessor with individual assessments submissionsAssessment Tasks Updated Jun2020 Page 3 of 12 Scenario CoffeeVille Pty Ltd You are a sales and customer relationship officer at the CoffeeVille East Melbourne store. You are responsible for building client relationships in the groups (organisations and business catering) consumer segment. Consider the following information: Your delegation limit for discounting is 5% or $500 for transactions. All agreements such as ongoing discounts over 5%, strategic partnership arrangements such as joint marketing or exclusivity arrangements should be noted in writing and signed by person with appropriate delegation. Several clients have contacted you to set up meeting to discuss a range of issues and proposals: You know that one client (from Australian Hardware Melbourne Office) would like to negotiate a discount of 15% on catering costs. Your manager has initiated a firm policy of only giving a maximum of 10% discounts. The discounts policy is in place to ensure CoffeeVille remains profitable (Coffeeville operates on very narrow cost margins) and to allow it to source Fair Trade and environmentally friendly, organic produce. You know that another client (from Melbourne Car World) is interested in setting up a strategic partnership with CoffeeVille in which they would offer a discount to their employees on coffee. The obvious benefit to CoffeeVille is the promotion and increased business from Car World employees. On the other hand, there is a risk of this benefit being diluted if Car World enters into similar arrangements with competitors. Your manager has determined that any such partnership needs to be exclusive. Your manager has agreed in advance to throw in a 10% maximum discount on both coffee and food. A number of clients have expressed concern about the privacy policy of CoffeeVille. They are worried that their information may be used without their consent. You may need to inform them of Coffeeville’s policy details. You will need to meet one of these clients or potential strategic partners to negotiate an agreement to maintain an ongoing, positive and mutually beneficial business relationship.Assessment Tasks Updated Jun2020 Page 4 of 12 In order to build trust with clients and gain their confidence, you should level with the clients concerning their issues, for example: Explain the privacy policy Explain discounts policy and general reasons behind it Explain policy on exclusivity from Coffeeville’s point of view. You will need to follow all Coffeeville policies and procedures, including for client management. You may need to cater to a range of clients with diverse characteristics and/or disabilities.Assessment Tasks Updated Jun2020 Page 5 of 12 Task Instructions What you need to do: 1. Plan to make contact with the customer/client in the context of a role-play: Study the scenario information above study the policies and procedures for CoffeeVille located in the supporting documents file study the CoffeeVille simulated business information located in the supporting documents file plan or create notes to help you complete the negotiation role-play prepare all documentation potentially needed to show customer or complete negotiation. Learners Note: Candidates are not required to memorise long policies or procedures, but should be able to locate information for customers or show documents when required. Conduct customer role-play/s. Your assessor will determine who will role-play the customer or general manager of East Melbourne store. The assessor may play these roles themselves. Ensure you follow organisational procedures in the supporting to manage clients and build client/partner relationships. What you need to Submit: You must upload the following to the eLearning portal: ● submit your planning notes for role-play, including your list and description of strategies for establishing and maintaining business relationships ● Your assessor will assess your participation in the negotiation role-play.Assessment Tasks Updated Jun2020 Page 6 of 12 Learner Note: What your assessor will be looking for: ● communication skills to maintain effective relationships and to manage conflict ● culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities ● leadership skills to gain trust and build confidence of clients and colleagues ● negotiation skills to achieve mutually acceptable outcomes ● knowledge of client or organisational policies, plans and procedures ● knowledge of principles and techniques needed to negotiate positive outcomes. When you need to submit The Assessment Task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.Assessment Tasks Updated Jun2020 Page 7 of 12 Task 2 – Portfolio &Presentation: Coffeeville Task overview This activity is completed using a simulated business scenario. You will present and promote a networking opportunity or networking opportunities to peer managers. This task is a group activity with presentations being delivered to the group. Scenario CoffeeVille Pty Ltd You are an assistant manager at the East Melbourne CoffeeVille store. You have been offered the position of General Manager at one of the new interstate expansion stores. Melbourne is well known to the business, but the business has identified that it will need to build business networks in the new locations. You have been asked by senior management to present options for networking and business relationship building within the new locale. Emma and Rufus Belcastran originally established CoffeeVille in 2009 in Melbourne as a partnership. To facilitate investment and manage liability, the company has now been restructured as a Proprietary Limited (Pty Ltd) company. Since 2009, the company has expanded to several prime Melbourne locations as well as locations in Sydney, Byron Bay, Brisbane and Noosa, essentially replicating its original successful Melbourne business and marketing model. According to the company’s revised vision, within five years the company will have established itself as a premier provider of gourmet coffee and food for the ethically and socially aware Australian coffee drinker. CoffeeVille will have expanded to a number of prime locations in Australian capital cities and regional centres.Assessment Tasks Updated Jun2020 Page 8 of 12 Task Instructions What you need to do: 1. Review the simulated business documentation, including the business plan and budget for CoffeeVille in the Supporting Document folder. 2. Review the scenario information above and then; 3. Plan to present options for building networks and business relationships. a. Study scenario information and simulated business documentation, including the vision statement and strategic directions. b. Develop communication strategies to promote your ideas and gain acceptance amongst peers. Ensure you relate your ideas to the long-term interests and objectives of the organisation. Refer to any relevant industry or technological trends. c. Investigate sources of advice for local network building. d. Suggest targets and performance measures for networking at various levels: organisational, managerial, barista and cashier levels. e. Research and identify at least two actual organisations, agencies, industry groups, online networks or people, etc., to build relationships with. f. Plan to discuss your ideas for building relationships among people with diverse backgrounds and people with diverse abilities. g. Plan to discuss your ideas for gaining acceptance of any changes to practices, policies procedures and promoting networks to people at different levels of the simulated business: i. What is the message for sales and customer service officers? ii. What is the message for baristas and cashiers? h. Ensure your ideas are consistent with the budget for networking and related expenses, or plan to explain why the budget may need to be amended. i. Plan to use presentation and technology skills to present your ideas clearly and persuasively. 4. Present to a group of your peers. Ensure your presentation and notes demonstrate all aspects of your planning outlined above.Assessment Tasks Updated Jun2020 Page 9 of 12 5. Submit documentation as per specifications. Ensure you keep copies for your records. What you need to Submit: You must upload the following to the eLearning portal; submit your presentation notes, PowerPoint slides, hand-outs etc. deliver your presentation outlining options and strategies for building business networks Your assessor will assess your participation in the activity. Your assessor will observe you conducting your presentation at an agreed time. Alternative options for your presentation Alternative Option 1: Assessor as observer The assessor can observe the learner conducting the presentation via a video conferencing tool. How it will work 1. Meet with the assessor on Skype at the scheduled time and conduct the presentation. 2. The learner is to perform their presentation with the assessor observing. Participants in the presentation can include friends, family, local club members, workmates, and so on. 3. Supplementary information or a follow-up interview may be required (at the discretion of the assessor). Alternative Option 2: Video of the presentation The presentation may involve skills that are too active or complex for video conferencing. This might involve skills or demonstrations of complex tasks. In these cases, the learner may be able to video the presentation and send it to the assessor. Please check with your assessor for the most appropriate method for you. What your assessor will be looking for:Assessment Tasks Updated Jun2020 Page 10 of 12 Your assessor will be looking for clear evidence of: culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities leadership skills to gain trust and confidence of clients and colleagues technology skills to support effective communication and presentation knowledge of client or organisational policies, plans and procedures knowledge of related organisations, agencies and networks knowledge of trends and forecasts for relevant industries, services and product When you need to Submit: The Assessment Task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor. Task 3 Task overview In this activity you will develop and participate in professional networks to further the goals of your organisation or your own potential business opportunities and professional development. This is an individual activity.Assessment Tasks Updated Jun2020 Page 11 of 12 Task Instructions What you need to do 1. Consider a business-related goal or goals for networking (such as to build a client base, build a network of contacts in your own industry or desired industry). Explore some networking opportunities to support your goals. Check with your assessor to ensure appropriateness of network for assessment purposes. 2. Join an existing network or develop a network. 3. Pursue networking opportunities to meet networking goal/s using negotiation, networking and interpersonal skills. Ensure you obtain evidence of your activity such as emails, or a third-party report (see Appendix 1). 4. Obtain feedback on your own performance from others in the network/s you have joined. 5. Write a reflection piece to document your application of knowledge of how to undertake strategic networking to meet goals. Point out areas for future improvement. Your reflection should cover: Developing and maintaining business networks What was your method and purpose in joining the network or building the business relationship? What networks did you join? Why? Did the network have an existing relationship to you or your organisation in some way? Did you join the network or build the relationship on account of industry trends, or a product, or a service? What technology did you use? Describe specialist advice received. Establishing and maintaining business relationships What did you do to ensure the networking was effective and ongoing? What strategies did you employ to maintain the relationship? How do you keep records of contacts you made for later easy retrieval and use? Promoting the relationship How did you, or would you justify the relationship to you supervisors, colleagues, peers? Did you invite others to the network? Who? Why? How will you nurture the relationship and support the goals of the relationship into the future? Receiving feedback What were the issues you encountered? What feedback on your networking skills did you receive? What could you have done better to further your goals?Assessment Tasks Updated Jun2020 Page 12 of 12 6. Submit documentation and evidence of networking as per specifications below. Keep copies for your records. Learners note: You may also request your assessor for additional information and may seek help with summarising of all instructions if required. What you need to Submit: You must upload the following to the eLearning portal; ● evidence of participating in network/s, such as emails, screen captures of online activity, copies of membership cards, etc. ● two third-party evaluations of networking and interpersonal skills from people involved in your networking activities (A template can be found in the Supporting Documents Folder) ● a 1–2 pages’ reflection on process of networking activities undertaken, including the details of (at least two) contacts made through process of networking. When to submit The Assessment Task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.
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