sales and customer relationship officer

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ScenarioYou are a sales and customer relationship officer at the CoffeeVille East MelbourneStore. 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 agreementssuch as ongoing discounts over 5%, strategic partnership arrangements such asjoint marketing or exclusivity arrangements should be noted in writing and signedby person with appropriate delegation.Several clients have contacted you to set up meeting to discuss a range of issuesand proposals:You know that one client (from Australian Hardware Melbourne Office) wouldlike to negotiate a discount of 15% on catering costs. Your manager has initiated afirm policy of only giving a maximum of 10% discounts. The discounts policy is inplace to ensure CoffeeVille remains profitable (Coffeeville operates on very narrowcost 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 settingup a strategic partnership with CoffeeVille in which they would offer a discount totheir employees on coffee. The obvious benefit to CoffeeVille is the promotion andincreased business from Car World employees. On the other hand, there is a risk ofthis benefit being diluted if Car World enters into similar arrangements withcompetitors. Your manager has determined that any such partnership needs to beexclusive. Your manager has agreed in advance to throw in a 10% maximumdiscount on both coffee and food.A number of clients have expressed concern about the privacy policy ofCoffeeVille. They are worried that their information may be used without theirconsent. You may need to inform them of CoffeeVille’s policy details.You will need to meet one of these clients or potential strategic partners tonegotiate an agreement to maintain an ongoing, positive and mutually beneficialbusiness relationship.In order to build trust with clients and gain their confidence, you should level withthe clients concerning issues of concern to them, for example:Explain privacy policyExplain discounts policy and general reasons behind itExplain policy on exclusivity from CoffeeVille’s point of view.You will need to follow all Coffeeville policies and procedures, including for clientmanagement.You may need to cater to a range of clients with diverse characteristics and/ordisabilities.3. Plan to make contact with the customer/client in the context of a role-play:â—‹ study scenario information aboveâ—‹ 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. 1.1Page 3 of 11â—‹ plan or create notes to help you complete the negotiation role-playâ—‹ prepare all documentation potentially needed to show customer orcomplete negotiation.Note: Candidates are not required to memorise long policies or procedures, butshould be able to locate information for customers or show documents whenrequired.4. Conduct customer role-play/s. Your assessor will determine who will role-playthe customer or general manger of East Melbourne store. The assessor mayplay these roles themselves.Ensure you follow organisational procedures in the Assessment TaskAppendices to manage clients and build client/partner relationships.You may also request your trainer for additional information and may seek helpwith summarising of all instructions if required.SpecificationsYou must:● participate in a negotiation role-play in accordance with simulated businesspolicies and procedures● submit your notes for your presentation, including your list and description ofstrategies 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 diversebackgrounds 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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