sales and customer relationship officer

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.
In order to build trust with clients and gain their confidence, you should level with
the clients concerning issues of concern to them, for example:
Explain 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
You may need to cater to a range of clients with diverse characteristics and/or
3. Plan to make contact with the customer/client in the context of a role-play:
â—‹ study scenario information above
â—‹ study policies and procedures (available in Assessment Task Appendices)
â—‹ study CoffeeVille simulated business information online at

BSBREL401 Establish Networks – Assessment 2 Last Updated: January 2017, Version No. 1.1
Page 3 of 11
â—‹ plan or create notes to help you complete the negotiation role-play
â—‹ prepare all documentation potentially needed to show customer or
complete negotiation.
Note: Candidates are not required to memorise long policies or procedures, but
should be able to locate information for customers or show documents when
4. Conduct customer role-play/s. Your assessor will determine who will role-play
the customer or general manger of East Melbourne store. The assessor may
play these roles themselves.
Ensure you follow organisational procedures in the Assessment Task
Appendices to manage clients and build client/partner relationships.
You may also request your trainer for additional information and may seek help
with summarising of all instructions if required.
You must:
● participate in a negotiation role-play in accordance with simulated business
policies and procedures
● submit your notes for your presentation, including your list and description of
strategies for establishing and maintaining business relationships .
Your assessor will be looking for clear evidence of:
● 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 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

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