BSBTWK401 Student Copy Build and Maintain Business Relationships

Assessment Guide
Student
BSBTWK401 Build and maintain business
relationships
BSBTWK401 Build and maintain business relationships Ass 1 & 2 V1 April 2022
Assessment Cover Sheet
Student Name: Muhammad Usman Kaleem
Student ID:
Contact Number:
Email: usmankaleem655@gmail.com
Trainer / Assessor Name:
Unit of Competency: BSBTWK401 Build and maintain business relationships
☐Knowledge Questions
Assessment:
☐ Project
Due Date: Date Submitted:
If your assessment is being submitted after the due date, please attach a copy of the written
confirmation of extension received from your trainer/assessor.
Declaration: I have read and understood the following information at the

beginning of this assessment guide (please tick):
☐ Assessment information
☐ Submitting assessments
☐ Plagiarism and referencing
I declare this assessment is my own work and where the work is of

others, I have fully referenced that material.
Muhammad Usman Kaleem MUK
Student Name Student Signature Date
Knowledge Questions
Question 1
Bounce Fitness is a premiere fitness centre with its head office located in Cairns.
Besides offering fitness services, they also sell products such as pre-workout powders, protein
powders, and glutamine tablets and powders. These are supplied by supplement manufacturers.
List two strategies that Bounce Fitness can use to establish relationships with their suppliers.
In your own words, briefly explain how each strategy will establish Bounce Fitness’s relationship
with their suppliers.
Strategies to Establish Relationships with How the Strategy Establishes Bounce

Suppliers Fitness’s Relationship with Suppliers
a. Choose suppliers that align with your Respect their way of doing things and
values make it easy for them by following their
processes and timelines. Give them what
they need, when they need it. Stay on top
of supplying things like insurance
certificates, business information and
purchase order numbers.
b. Be a great customer In the same way that you go the extra mile
to look after a great customer, so will your
suppliers if you are a great customer to
them. Putting some deposits in the
goodwill bank can be very helpful if you
need a favour from your suppliers at a
later stage.
Question 2
Identify two strategies that Bounce Fitness can use to maintain relationships with their suppliers.
In your own words, briefly explain how each strategy maintains Bounce Fitness’s relationship with
their suppliers.
Strategies to Maintain Relationships with How the Strategy Maintains Bounce Fitness’s
Suppliers Relationship with Suppliers
Keep in touch with your suppliers and try and
a. Maintain regular communication
schedule a time to get together over a coffee
or a beer. Reflect on what’s working well and
talk through areas for improvement.
Having the opportunity for both parties to

provide feedback on what’s been helpful or
difficult can be the spark to develop
innovative ways to strengthen the
relationship even further.
Don’t ring up and yell at your supplier if stuff

b. Give timely feedback
isn’t going right. Instead, be calm and direct
so things don’t fester and become the
proverbial storm in a teacup.
Despite the very best preparation and

planning, mistakes and miscommunication
can happen. It’s important to tackle them with
your supplier quickly and in a professional
manner. Always allow your supplier the
opportunity to be part of a solution.
In a good supplier relationship, it’s essential

to speak up when something is wrong.
Question 3
Bounce Fitness primarily caters to people from corporate offices in the Central Business District.
List two strategies that Bounce Fitness can use to establish relationships with their customers. In
your own words, briefly explain how each strategy will establish Bounce Fitness’s relationship
with their customers.
Strategies to Establish Relationships with How the Strategy Establishes Bounce Fitness’s
Customers Relationship with Customers
a. Customer service


b. Customisation


Question 4
Identify two strategies that Bounce Fitness can use to maintain relationships with their
customers. In your own words, briefly explain how each strategy maintains Bounce Fitness’s
relationship with their customers.
Strategies to Maintain Relationships with How the Strategy Maintains Bounce Fitness’s
Customers Relationship with Customers
a. Community
isn’t going right. Instead, be calm and direct so
things don’t fester and become the proverbial
storm in a teacup.

planning, mistakes and miscommunication can
happen. It’s important to tackle them with your
supplier quickly and in a professional manner.
Always allow your supplier the opportunity to
be part of a solution.
In a good supplier relationship, it’s essential to

speak up when something is wrong.
Community based initiative working with

b. Community based initiative work
schools, shopping centers, younger or older
citizens is also encouraged to give something
back to community. This will enhance and
raise the bounce fitness profile.
Question 5
In the table below, identify two methods that Bounce Fitness can use to engage with professional
networks, and two methods to engage with professional associations.
(Professional associations are certified membership organisations that support the business
interests of their members.)
(Professional networks are accredited structured groups of organisations in a specific industry.)
Network Engagement Methods
a. Attending Online or in-person networking events help get you in front of industry
leaders and let you meet key players to make a lasting connection. You may very
well meet a potential hiring manager—or even find your next mentor—at one of
these events as well
b. If you left your previous position on good terms, consider connecting with your
former coworkers, or even your boss. If nothing else, you can catch up on old
times and find out what’s new and exciting with your old company. If they’ve moved
on, you never know who or what they know, so it could be worth it to reconnect.
Association Engagement Methods
a. Events are the best way to engage and encourage community-building. This is
because they provide a space for members to interact face-to-face. For example, a
conference allows members in the same industries or sectors to come together
and talk about new innovations or improvements in their field.
b. While your association may have recurring in-person meetings and annual events,
a growing membership requires an intuitive online member portal. This way,
members can communicate with each other through forums and browse other
profiles to get a better sense of their community.
Question 6
Identify two networks relevant to Bounce Fitness. You may search online for networks relevant to
this type of organisation.
In your own words, briefly explain each network’s relevance to Bounce Fitness as a business.
(Networks are structured groups of organisations working together to expand their circles and
increase awareness of news and trends in a specific industry.)
Network Relevance to Bounce Fitness
a. Australian fitness This is leading member-based fitness industry organisation.

industry network This organisation provides magazines, eNews, online
courses, videos, marketing templates, roundtable meetings
and insurance. Bounce Fitness has a corporate account, so
staff and management can access current information.
b. World of fitness This business states that it is ahead of the trend in

equipment. It sells and assists in maintaining equipment. It
is able to inform about the latest trends, equipment and
electronic fitness monitoring.
Question 7
Identify two organisations relevant to Bounce Fitness. You may search online for organisations
relevant to this type of organisation.
In your own words, briefly explain each organisation’s relevance to Bounce Fitness as a business.
(Relevant organisations might be businesses that function in the same industry, such as
competitors)
Organisation Relevance to Bounce Fitness
a. Ingrid Ingleson, Music Ingrid works at Bounce Fitness as a contractor.

and movement She works with the staff to assist them in
specialist adding music and movement into their
programs especially for the groups of younger
people who are attending. She holds Zumba
classes and is working with some of the
trainers to assist in developing their knowledge
and movement in this area.
b. Ranveer Singh, Yoga Ranveer is part of Bounce’s professional
Master development program. He works with the staff
every three (3) months to develop their
flexibility and strength. He uses Ashtanga yoga
which is physically demanding with contact
movement from one pose to the next. Some of
the staff have been going to his classes to
extend their knowledge skills in this type of
yoga and to learn more about stretching and
keeping flexible.
Question 8
Identify two agencies relevant to Bounce Fitness. You may search online for agencies relevant to
this type of organisation.
In your own words, briefly explain each agency’s relevance to Bounce Fitness as a business.
(Agencies are organisations that provide services to all organisations under a specific industry.
Agencies typically work on behalf of another group, business, or person)
Agency Relevance to Bounce Fitness

Bounce Fitness Café, unlike a typical café, provides a
a. Internet coffee
shop unique forum for communication and entertainment
through the medium of the Internet. Bounce Fitness Café
is the answer to an increasing demand. The public
wants:
1. Access to methods of communication and volumes

of information now available on the Internet
2. A place to socialise and share these experiences

with friends and colleagues.
The bowling alley will initially be installed at the

b. Bounce fitness
bowling alley Cairns centre as a trial. If successful, the model will
be replicated at all Bounce Fitness Centres around
Australia within two (2) years. Each will service their
surrounding areas providing quality family entertainment.
Question 9
Identify two associations relevant to Bounce Fitness. You may search online for associations
relevant to this type of organisation.
In your own words, briefly explain each association’s relevance to Bounce Fitness as a business.
(Associations are membership organisations that support the business interests of their
members.)
Association Relevance to Bounce Fitness
a. Auatralia online With regards to the fitness supplement industry in the country,
fitness supplement according to the latest market research conducted by Bounce
industry Fitness’ Marketing Department, there is currently a huge
amount of fitness supplements presently being purchased,
traded, and sold online in Australia. Against this background,
there is naturally a lot of competition happening between many
different fitness supplement brands and online retailers in the
country to capture significant market shares in this thriving
digital market.
b. Bounce fitness in Out of the hundreds of gyms in Brisbane, Bounce Fitness is now
brisbane presently the tenth most popular fitness centre in the city. At
the moment, it roughly holds about 1.0% of the total fitness
centre industry market shares in the area. That being said,
Silver’s Gym, the leading gym centre in the city, approximately
controls 19.4% of it. Following this, James Fitness, the second
most popular fitness facility in Brisbane,subsequently owns
about 12.4% of the areastotal fitness centre industry market
shares.
Question 10
Identify two types of individuals, other than organisations, that can have business relations with
Bounce Fitness.
In your own words, briefly explain how each type of individual is relevant to Bounce Fitness.
Types of Individuals Relevance to Bounce Fitness
a. Margaret House CEO
b. Thomas Hinwood Executive assistant
Question 11
Identify two principles and two techniques used for closing the deal in negotiations.
Principles for Closing the Deal in Negotiations
a. Interests are “the fundamental drivers of negotiation,” according to Patton—our

basic needs, wants, and motivations. Often hidden and unspoken, our interests
nonetheless guide what we do and say. Experienced negotiators probe their
counterparts’ stated positions to better understand their underlying interests.
b. The quest for a legitimate, or fair, deal drives many of our decisions in negotiations.
If you feel the other party is taking advantage of you, you are likely to reject their
offer, even if it would leave you objectively better off. To succeed in negotiation, we
need to put forth proposals that others will view as legitimate and fair.
Techniques for Closing the Deal in Negotiations
a. We often have difficulty closing the deal in negotiations because we failed to

negotiate an explicit process at the beginning of talks, according to Harvard Law
School professor Robert C. Bordone. Before discussing the specific issues at
stakes or the parameters of your talks, discuss how the negotiation should
proceed. What ground rules are needed? Who will facilitate meetings? What
issues will you discuss, and when? According to Bordone, mapping out the
negotiation process can help you avoid making false assumptions during your
talks, in addition to enabling more efficient and streamlined negotiations.
b. If you anticipate that a more attractive offer from a competitor may be an obstacle
to closing the deal, you might attempt a shut-down move, suggests Harvard
Business School and Harvard Law School professor Guhan Subramanian. For
example, you might ask the other side for a limited, exclusive negotiating period
(such as one week) during which time they would agree not to entertain offers from
your competitors. To persuade the other party to this type of shut-down move
(described as such because it cuts off competition on your side of the table),
elaborate on the unique, non-monetary advantages you can bring them, such as
access to valued networks or a stellar PR team.
Question 12
Access and review Bounce Fitness’s policy and procedures for customer relationship
management:
Customer Relationship Management Policy and Procedures
Answer the following questions.
a. In your own words, briefly explain the purpose of the policy.
Bounce Fitness expects that all employees deal with our clients or customers. No
matter what their position, every employee influences the customer. Staff is reminded
to be friendly and courteous in the Centres, conducting training in off-site venues and
in daily interactions. Promote Bounce Fitness with pride.
Answer phones before three rings, transfer office calls correctly, follow through on
promises, give updates if necessary, greet walk-in customers or just smile and say
hello. Treating others as you expect to be treated is the key to excellence in customer
service relationships.
b. Based on the policy statement, identify three practices that Bounce Fitness uses when
interacting with customers.
1. Bounce Fitness considers anyone who contacts or communicates with them as a

valued customer.
2. Bounce Fitness is dedicated to giving customers the best possible customer

service.
3. Bounce Fitness is dedicated to processing any enquiry in the timeliest way

possible.
c. In your own words, summarise the procedures for establishing relationships with
customers.
A database for customer activity: The database will contain information about the
following:
 Transactions - including a complete purchasing history with accompanying
details
 Customer contacts from multiple channels and contexts
 Descriptive information for segmentation and other data analysis purposes
 Response to marketing stimuli - whether the customer responded
to a direct marketing initiative, a sales contract, or any other direct
contact.
 This data will be collected over time.
Question 13
Access and review Bounce Fitness’s policy and procedures for document handling through the
link below.
Document Handling Policy and Procedures
a. Identify the purpose of the policy.
Bounce Fitness is committed to keeping records of all activities within the organisation, including
performance outcomes of strategies, teams, and individuals. Bounce Fitness adheres to all
copyright and privacy laws enforced in Australia.
b. In your own words, summarise the procedures for handling client profile records.
Bounce Fitness employees will store all information in the designated computer located in the
Centre. All files will be saved in the official Bounce Fitness flash disk. Only authorised personnel
have access to the official Bounce Fitness flash disk. Bounce Fitness personnel must not copy or
use the contents of the official Bounce Fitness flash disk for personal use or for any use that
breaches any copyright or privacy laws. A back-up of all files in the flash disk is stored in a
secondary flash disk kept solely by the centre manager.
Question 14
Access and review Bounce Fitness’s operational plan for customer relations through the link
below.
Customer Relations Operational Plan
https://bouncefitness.precsiongroup.com.au/infrastructure/business-strategy-and-planning-
documents/
a. Identify two activities in which Customer Surveys are used as a resource.
i. Recording complaints
ii. Feedbacks
b. Identify the objective for completing overview of complaints from all services.
This policy has been designed to assist both customers and staff. Bounce Fitness is committed
to consistent, fair and confidential complaint handling and to resolving complaints as quickly as
possible. We aim to make it easy for people to make a complaint if they are dissatisfied and we
will treat all customers making a complaint equally.
Question 15
Access and review Bounce Fitness’s Business Plan for Knowledge Management through the link
below.
Bounce Business Plan
a. In your own words, briefly explain how Bounce IT allows Bounce Fitness to track client
membership activity.
Conduct each meeting on the dates and time specified in your Agenda. From each meeting,
select at least one volunteer who will be your observer and will complete the Participant
Observation Checklist. All meetings must be video recorded, use the video recording option in the
digital communication application to be used for Key Focus documented in the Meeting Minutes
template
b. Identify two tasks for employees in using Bounce IT.
i. You have looked at high-intensity interval training and found that this is a great cardio
workout and will be of interest to many of their clients. All managers are positive about
this.
ii. You have looked at high-intensity interval training and found that this is a great cardio
workout and will be of interest to many of their clients. All managers are positive about
this.
Question 16
Below are two types of business relationships. Identify a method for obtaining feedback on each
type of business relationship.
Type of Business Relationship Feedback Method
a. Supplier relations Supplier relationship management (SRM)

is the systematic approach to evaluating
vendors that supply goods, materials and
services to an organization, determining each
supplier's contribution to success and
developing strategies to improve their
performance
b. Customer relations Customer relations is the company-wide

process of nurturing positive relationships
with your customers — the sum of all
customer interactions and experiences.
The remaining 4 knowledge questions are based on the case study below:
Case Study: Bounce in the City

Bounce Fitness is a premier fitness and wellness centre in Australia. With its four centres across
different cities, Bounce Fitness aims to be the top name in providing health and wellness
programs.
You are working as a marketing assistant with the marketing team from the head office. Bounce
Fitness plans to work with other business within the city centres of Brisbane, Sydney, and
Melbourne by providing wellness strategies and programs.
Read more about the plan from the link below:
Bounce Fitness Corporate Marketing Plan
Answer the questions that follow based on this plan.
Question 17
Review the market needs presented in the marketing plan. Based on these needs, identify the
three business development objectives that Bounce Fitness aims to fulfil.
Use your own words for your responses.
a. Bounce Fitness will offer a totally customised solution for each company as
well as each employee within the company.
b. Clients will not use the service if it is not convenient. Bounce Fitness
recognises this and strives to make their services as convenient as possible
for the targeted client groups.
c. Bounce Fitness will need to improve a company’s bottom line in order to attract
and maintain customers. While Bounce Fitness will strive to address all of their
clients’ needs, the reality is that they must indeed provide significant value for
the companies themselves in order to grow their market share.
Question 18
Based on the marketing plan, identify at least two networking objectives of Bounce Fitness to
meet their business objectives.
Use your own words for your responses.
a) Hold spending, as a percentage of sales, at a steady rate.
b) Hold spending, as a percentage of sales, at a steady rate.
Question 19
19. Based on the identified objectives above, identify at least two networking opportunities that
Bounce Fitness can use to promote their business.
a. Bounce Fitness will also rely on presentations to company’s HR

departments. These presentations will allow Bounce Fitness to
personally address any concerns or ‘pains’ that companies have and
indicate how a wellness program / strategy can help service their needs.
b. Bounce Fitness will also rely on advertisements popular in business

magazines for sale in Brisbane, Sydney and Melbourne to increase
visibility and interest in Bounce Fitness’ services among companies
based in those cities. Lastly, Bounce Fitness will use its website as a
way to disseminate information.
Question 20
Refer to the Corporate Marketing Plan’s SWOT Analysis. Identify the three barriers that could
hinder the business development opportunities for Bounce Fitness.
a. High costs associated with customised, personal service
b. The inability to work on a high volume business model
c. Significant costs involved in attracting a large corporate client
Assessment 1: Knowledge Questions – Results Sheet
Student’s name:
Student’s ID:
Assessor’s name: Bill Hetherington
Date of assessment:
Unit of competency: BSBTWK401 Build and maintain business relationships
Response
Satisfactory Not Comments

Satisfactory
10
11
12
13
14
15
16
17
Response
Satisfactory Not Comments

Satisfactory
18
19
20
Feedback to student:
Student’s overall performance is: ☐Satisfactory ☐Not Satisfactory
Is re-assessment required? ☐Yes ☐No
Assessor’s signature: Date:
Student’s signature: Date:
Assessment Cover Sheet
Student Name:
Student ID:
Contact Number:
Email:
Trainer / Assessor Name: Bill Hetherington
Unit of Competency: BSBTWK401 Build and maintain business relationships
☐Knowledge Questions
Assessment:
☐ Project
Due Date: Date Submitted:
If your assessment is being submitted after the due date, please attach a copy of the written
confirmation of extension received from your trainer/assessor.
Declaration: I have read and understood the following information at the

beginning of this assessment guide (please tick):
☐ Assessment information
☐ Submitting assessments
☐ Plagiarism and referencing
I declare this assessment is my own work and where the work is of

others, I have fully referenced that material.
Student Name Student Signature Date
Project
Project Overview
For this project, the student is required to demonstrate skills and knowledge to establish,
develop and maintain effective work relationships and networks through relationship
building and negotiation skills.
Thisprojectis a set of tasks that must be completed in a workplace, or in a simulated
workplace environment.All tasks are based on the simulated business, Bounce Fitness
This project tasks requires you
You are required to complete workplace documentationand tasks as part of the evidence you
will provide.Ensure to follow any organisational policies and procedures when
communicating with business contacts.
Before starting this assessment, your assessor will discuss with you these tasks, including
instructions and guidance for satisfactorily completing them.
This project is divided into seven tasks:

 Task 1: Business Networking Opportunities
 Task 2: Develop Business Contacts
 Task 3: Engage with Business Contacts
 Task 4: Negotiate Solutions with Business Relationships
 Task 5: Business Promotion Strategies
 Task 6: Formal and Informal Networking Opportunities
 Task 7: Communicate Quality of Business Relationships
As you work through the tasks you will be required to:
 Communicate with at least two different business contacts to build and
maintain business relationships
 Use written and verbal communication skills to promote business
relationships
 Participate in at least one formal and one informal networking opportunities
 Identify methods to improve business relationships
Task 1: Business Networking Opportunities
This task will require you to determine at least two networking opportunities for your
organisation. Make sure you access and review organisational policies and procedures
before conducting the networking opportunities.
To complete this task, you must:
Identify at least two different business development objectives of the organisation.
Identify at least two business opportunities which your business aims to offer to your
networks and contacts.
Identify at least two networking opportunities where you can promote each of the above
business opportunities.
Complete the following table with the information you have identified.
Relevant Business Relevant Networking

Work Bounce Fitness
Opportunities Opportunity
place
/Orga
nisati
on
Your
Work/
Job
Role
Business Development
Objectives
a. Generate a 10% yearly Fitness 805

increase in sales
b. Increase market ProBody personal training

penetration every
quarter
Task 2: Develop Business Contacts
For this task you are required to seek advice from relevant personnel to develop at least two
relevant business contacts. You will then conduct initial contact with each of these two contacts
to present your business opportunities from Task 1.
Evidence of these discussions can either be:
 Email correspondence (an email, written in email software posted below this task 2 box)
 Meeting minutes (formal meeting minutes in a meeting minute template posted below
this task 2 box)
 Direct observation of the discussions taking place in class sessions. (observed by your
trainer)
This task is divided into two parts:
Part A. Seek specialist advice to develop contacts
 Identify at least one relevant personnel to whom you will need to seek specialist advice
from on business contact development. This person might be a colleague or supervisor
from the organisation, or an existing business contact or other external stakeholder.
 Consult with the relevant personnel on the following:
o At least two potential business contacts you can engage with to offer each of the
business opportunities identified fromTask 1.
o Ways on how you might establish connections with future business contacts.
Part B. Initial contact with business contacts

 Conduct initial contact with at least two business contacts identified from your
consultation with the person from Part A.
 In your initial contact with the two business contacts, you must:
o Briefly introduce your organisation, explain your role, and the business
opportunity you are offering.
o Confirm the communication channels they prefer to discuss with you further the
business opportunity offered.
(One business contact must confirm written communication, and the other, contact through verbal
channels. Thesecommunication methods will be used in Task 3)
Post evidence of written communication for task 2 here:
Task 3: Engage with Business Contacts
For this task you are required to engage with the two business contacts you communicated with
from Task 2 using the communication channel confirmed by each business contact.
Also, you will prepare any additional information that will help you in your communication with
the 2 contacts.
Use communication techniques to build rapport with each of your business contacts.
You will need to promote the business opportunities with them through:
 At least one verbal communication channel
 At least one written communication channel
Your assessor will observe you engage with the business contact through the verbal
communication, in class.
Evidence of your engagement with the business contact through a written communication
channel must one of the following, posted below this box:
 Email correspondence
 Business letter
 Business proposal
 Memo
Task 4: Negotiate Solutions with Business Relationships
For this task you are required to use problem-solving techniques to negotiate solutions in
at least 2 situations with the same business contacts you communicated with in Task 3.
Make sure you follow any organisational policies and procedures when communicating
with each of your business contacts.
Situation examples might be:
 negotiating arrangements within the business opportunity
 closing a sale
 resolving a conflict with the business relationship
 resolving a customer complaint.
As you communicate in these 2 situations with your business contacts you are required to:
 Identify the problem and gather information to resolve it.
 Evaluate options and determine solutions to resolve the problem.
Evidence provided for each of these meetings can be:
 Email correspondence (an email, written in email software posted below this task
4 box)
 Meeting minutes (formal meeting minutes in a meeting minute template posted
below this task 4 box)
Task 5: Business Promotion Strategies
By now have identified 2 business opportunities form your organisation, and have
established 2 business contactsas you have worked through the previous tasks.
You are now required to develop at least 2 strategies to promote and represent your
organisation’s 2 business opportunities to your 2 business contacts.
You also must identify at least two methods to improve business relationships with each of
your business contacts.
Please use the template below to carry out this task
Business Promotion Strategy 1:
Business opportunity:
Business contact:
Promotional strategy:
Method to improve business relationship with client:
Business Promotion Strategy 2:
Business opportunity:
Business contact:
Promotional strategy:
Method to improve business relationship with client:
Task 6: Formal and Informal Networking Opportunities
For this task you are required to participate in at least 1 formal and 1 informal networking
opportunity to promote your business. You must provide evidence of participation in both
formal and informal networking opportunities:
Evidence of participation in networking opportunities might be:
 Your photo taken at a networking event or industry conference
o You can submit screenshots from the event if this was conducted online,
e.g. webinars or online conferences. (posted below this task 6 box)
 Email correspondence (an email, written in email software posted below in this task
6 box)
 Meeting minutes (meeting minutes in a meeting minute template posted below in
this task 6 box)
 Links/screenshots to discussion boards or chat groups on social media, e.g.
Facebook or LinkedIn (posted below in this task 6 box)
Formal Networking Opportunity:
Evidence of Formal Networking opportunity:
Informal Networking Opportunity:
Evidence of Informal Networking opportunity:
Task 7: Communicate Quality of Business Relationships
In this task you are required to seek feedback, on the quality of your relationship with
each business contacts identified,from relevant personnel within your organisation
You will also seek advice on how you can improvethese established business
relationships in any way.
The task is divided into 2 parts:
a)
For part a, you will communicate with relevant personnel within your organisation
regarding 2 issues you are having with the previously identified business contacts. You will
also seek advice on how you can improve these established business relationships.
 In communicating the issues on each business contact to the relevant personnel:
o one issue must be communicated verbally
o one issue must be communicated in writing
b)
For part b, you will respond to the feedback provided by the relevant personnel in your
next engagement with at least one business contact.
Evidence for parts a, b must include the following: where relevant:
 Verbal communication: Direct observation by your trainer – roleplay in class
 Written communication: Email correspondence (an email, written in email software
posted below in this task 7 box)
 Verbal communication: Meeting minutes (meeting minutes in a meeting minute
template posted below in this task 7 box)
a) Relevantpersonnelwithin your organisation:(a supervisor or head of department who has

knowledge of issues with business relationships)
Evidence of issue identified in verbal communication:
You must include: 1) Issue identified, and2) Feedback on issue sought:
Evidence of issue identified in written communication:
You must include: 1) Issue identified, and2) Feedback on issue sought
b) Response to the feedback provided in engagement with 1 business contact:
Business contact:
Evidence of response to the feedback provided in communication with business contact:
Assessment 2: Project – Marking Checklist

Student’s name:
Student’s ID
Assessor’s name: Bill Hetherington
Date:
Unit of competency: BSBTWK401 Build and maintain business relationships
Did the student satisfactorily:

Yes No Comments
(as per Assessor Guidance)
Business Networking Opportunities
Did the student:
 Identify at least two different business

development objectives of the organisation.
 Identify at least two business opportunities
 Identify two networking opportunities
Develop Business Contacts
Did the student:
 seek specialist advice to develop contacts

o identify at least one relevant personnel
to seek specialist advice from on
business contact development
 consult with the relevant personnel on:

o at least two potential business contacts to
offer business opportunities
o Ways on how to establish connections
with future business contacts.
 initialise contact with business contacts

o conduct initial contact with at least two
business contacts
o explain the business opportunity offered
 confirm preferred communication channels to

further discuss the business opportunity
offered.
 Evidence Provided:
Engage with Business Contacts
Did the student:
 engage with two business contacts using the

communication channel confirmed by each
Yes No Comments
business contact
 promote the business opportunity using:

o one verbal communication channel
o one written communication channel
Negotiate Solutions with Business Relationships
Did the student:
 use problem-solving techniques to negotiate

solutions in 2 situations business contacts you
 identify the problem and gather information to

resolve it.
 evaluate options and determine solutions to

resolve the problem.
 provide evidence provided for each of meetings
Business Promotion Strategies
Did the student:
 develop at least 2 strategies to promote and

represent business opportunities to business
contacts.
 identify at least two methods to improve

business relationships
Formal and Informal Networking Opportunities
Did the student:
 participate in at least 1 formal networking

opportunity to promote business.
 participate in at least 1 informal networking

opportunity
Communicate Quality of Business Relationships
Yes No Comments
Did the student:
 seek feedback:
o from relevant personnel within the
organisation
o on the quality of relationships with
business contacts
 communicate issues on each business contact

with
o one issue communicated verbally
o one issue communicated in writing
 engage with one business contact to:

o respond to the feedback provided by
the relevant organisation personnel
Feedback to student:
Student’s overall performance is: ☐Satisfactory ☐Not Satisfactory
Student’s signature: Date:
Final Assessment Summary and Feedback
Participant’s name:
Participant’s ID:
Assessor’s name:
Unit of competency: BSBTWK401 Build and maintain business relationships.
Assessments Participant Result
1. Knowledge Questions ☐Satisfactory ☐Not Satisfactory ☐Not Completed
2. Project ☐Satisfactory ☐Not Satisfactory ☐Not Completed
Feedback to participant:
Result: ☐Competent ☐Not Competent
Participant’s signature: Date:

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Assessment Guide

Trainer / Assessor Name:

Unit of Competency: BSBTWK401 Build and maintain business relationships

Due Date: Date Submitted:

Declaration: I have read and understood the following information at the

I declare this assessment is my own work and where the work is of

Muhammad Usman Kaleem MUK

Student Name Student Signature Date

Strategies to Establish Relationships with How the Strategy Establishes Bounce

Having the opportunity for both parties to

Don’t ring up and yell at your supplier if stuff

Despite the very best preparation and

In a good supplier relationship, it’s essential

Despite the very best preparation and

Don’t ring up and yell at your supplier if stuff

Despite the very best preparation and

In a good supplier relationship, it’s essential

Despite the very best preparation and

In a good supplier relationship, it’s essential to

Community based initiative working with

Network Engagement Methods

Association Engagement Methods

Network Relevance to Bounce Fitness

a. Australian fitness This is leading member-based fitness industry organisation.

b. World of fitness This business states that it is ahead of the trend in

Organisation Relevance to Bounce Fitness

a. Ingrid Ingleson, Music Ingrid works at Bounce Fitness as a contractor.

b. Ranveer Singh, Yoga Ranveer is part of Bounce’s professional

Agency Relevance to Bounce Fitness

1. Access to methods of communication and volumes

2. A place to socialise and share these experiences

The bowling alley will initially be installed at the

Association Relevance to Bounce Fitness

Types of Individuals Relevance to Bounce Fitness

b. Thomas Hinwood Executive assistant

Principles for Closing the Deal in Negotiations

a. Interests are “the fundamental drivers of negotiation,” according to Patton—our

Techniques for Closing the Deal in Negotiations

a. We often have difficulty closing the deal in negotiations because we failed to

a. In your own words, briefly explain the purpose of the policy.

1. Bounce Fitness considers anyone who contacts or communicates with them as a

2. Bounce Fitness is dedicated to giving customers the best possible customer

3. Bounce Fitness is dedicated to processing any enquiry in the timeliest way

a. Identify the purpose of the policy.

a. Identify two activities in which Customer Surveys are used as a resource.

b. Identify two tasks for employees in using Bounce IT.

Type of Business Relationship Feedback Method

a. Supplier relations Supplier relationship management (SRM)

b. Customer relations Customer relations is the company-wide

Case Study: Bounce in the City

a) Hold spending, as a percentage of sales, at a steady rate.

b) Hold spending, as a percentage of sales, at a steady rate.

a. Bounce Fitness will also rely on presentations to company’s HR

b. Bounce Fitness will also rely on advertisements popular in business

a. High costs associated with customised, personal service

b. The inability to work on a high volume business model

c. Significant costs involved in attracting a large corporate client

Assessor’s name: Bill Hetherington

Unit of competency: BSBTWK401 Build and maintain business relationships

Satisfactory Not Comments

Satisfactory Not Comments

Student’s overall performance is: ☐Satisfactory ☐Not Satisfactory

Is re-assessment required? ☐Yes ☐No

Assessor’s signature: Date: