SITXMGT501

Establish and Conduct Business Relationships

Written Assessment

Student Name:
Date Assessment Completed:

Learning Outline
Within this resource, you will be covering the following key topics:

SITXMGT501_Establish and Conduct Business Relationships_Written Assessment_070314

Build effective communication skills and techniques

Use established negotiation techniques for long term business relationships

Work with written agreements according to organisational requirements

Nurture relationships through regular contact

Using these key topics as a guide, you will work with your trainer/assessor to develop your
skills and knowledge. The role of your trainer/assessor is to assist and guide you through
your learning journey to achieve your goals.

Assessment Guidelines
To successfully complete this unit you will be required to complete the following:

Short answer written questions

Projects

As part of this written assessment you will need to access the following resources to
support you in this assessment:

E-Coach learning content

Computer with internet access and word

By completing this assessment online, it will form part of the evidence required to support
your skills and knowledge to be deemed competent in this unit.

Complete all assessment tasks below in a Microsoft Office compatible document

or a PDF.

If you need to provide supporting documentation please ensure it is in Microsoft

Office compatible document or a PDF

SITXMGT501_Establish and Conduct Business Relationships_Written Assessment_070314

SITXMGT501_Establish and Conduct Business Relationships_Written Assessment_070314

Answer the following questions.

1.

Explain in detail the techniques used to maintain lasting relationships with

suppliers and customers.

For example, what opportunities and what communication techniques are used? Provide
examples to support your answer.
The long lasting relationships with suppliers and customers is built upon care, reliability,
satisfaction, respect, trust , good relationship, communication and loyalty. If you want all
these from your suppliers and customers you should learn to do it for them too. Its always
about give and take. If youre selfish and you always think about money and your
interests, youll lose their trust and loyalty towards you. The only way to ensure that you
have a lasting relationships with your suppliers and customers.
If I do not trust the person who is doing business with me than I will lose. So for long
lasting business supplier should build trust and satisfy your customer according to their
needs provide different services and features which your competitor are not providing .,
because customer always think about their benefits and convenient and provide better
services than your competitors If you will not provide good services to your customer
than your competitor will capture your customer. Communication between supplier and
customer build good relationship if its positive and on time , So supplier conversation with
customer also depend for its long lasting relationship, if communication process is poor
and slow and supplier is not giving feedback on time than it create bad impact on supplier
and customer relationship. So successful supplier never create communication gape and
always respond on time and eliminate the problems of their customers.
2. List three ways in which you can build trust and respect in business relationships
through effective communication skills.
1.
2.

3.

By showing them how much you care and respect their opinions.
By paying attention to details which they want from you but they are not
telling you about it.

Give them credit for the work they are doing for you.

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3.

According to organizational policies, procedures and cultural context, how do

you ensure negotiations are conducted in a professional manner?

You assure them that your organization policies, procedures and cultural context
wont affect their interest and the negotiation will be fair and everything done, will
be agreed by both parties to ensure nothing is left out while making deal.

4. What does it mean to establish relationships within appropriate cultural context in a

manner that promotes goodwill and trust between the organisation, its customers and
suppliers?

To me it means to drop all the barriers between the organization, its customers and
suppliers, it makes your communications easy once you have put aside all the differences,
established a good communications on the parts where you both agree with each other,
that is a very appropriate way to show them that you care and respect them, you trust
them with the business and they will do the same in return.

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5. How can we use non-verbal communication to build an effective relationship?

Effective relationship are built on how you present yourself to the people. Your lifestyle,
physical communication and gestures all these make an effect on the other person you
are dealing with if you know how to show yourself how sincere you are with them without
saying a word to them that will give them a very positive message that you agree with
them, you admire and respect what they have to say or think.

6. Explain the following: conducting negotiations in the context of current organization

marketing focuses.

Negotiating between supplier and customer doesn't mean that customer wants cheapest
price of the product . May be customer negotiate other thing such as delivery times,
payment terms or the quality of the product and services. Most supplier good deal meets
all their requirements. But there are many other factors consider, such as whether you
want to do business with a particular supplier again. Both sides should conclude a
negotiation feeling comfortable and happy with the agreement.

7.
How can you use questioning and active listening to determine customers
requirements?
Listen to what they have to say, pay attention to details and quick understanding is all
that you need to win your customers heart. Always be active when your customer is
speaking- take notes.
Seller use techniques to determine their customer needs,
1.
2.
3.
4.
5.

Trusty Relationship
Interpersonal Skills
Consumer Experiences
List your customer carefully
Ask Open ended question from customer

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So customer is your boss and you have to judge what they want. Sometime seller judge
easily but most of the time seller knows what kind of product customer wants, so seller
use best technique to judge its customer.
Customer relationship of trust and interpersonal skills are best techniques to determine
your customer needs. Because whenever you have built your trust on your customer it
effect positively and customer knows that seller will provide me that thing what I need.
Interpersonal process is necessary to develop sales questions that satisfied customer
Active listening requires the seller to care about what the customer is saying its a
necessary requirement for good relationships between customer and saller . Ask different
question and wait for customer answer what he/she says and also suggest to your
customer about the other or new product.
8. When conducting negotiations with customers and/or suppliers, what things should be
taken into consideration?

Their satisfaction, that is the only thing customers hopes from the you. If you give
them what they want they will be happy to listen to what you have to say, it is
important to learn what your customer and/or supplier wants from you. The more
you know the better it will be for you to negotiate with them.

9. Provide two examples of how you might be able to show respect and act in a
professional manner towards a business type customer.

1. When you give them your word act upon it and dont turn your back on customers.
2. Provide facts and figure and always tell them truth.

10. When communicating with a business contact you often need to negotiate. Think of a
scenario in which you might need to use effective negotiation.
Explain why you think negotiating can be effective with business contacts and make a note
of any feedback or input you might receive on the negotiation.
SITXMGT501_Establish and Conduct Business Relationships_Written Assessment_070314

Negotiation is always needed when doing business with people, it makes you a good
businessman if you know how to negotiate with people accordingly, it is an art you must
learn the person with whom youre doing business negotiation. It gives you authority over
the other person all you need to do is know what makes the person tick or simply what
does the your business contact what that will you power over the person and youll be able
to make and effective negotiation, If you dont know what others want you can not be a
good negotiator in your business.

11. Why is it important to communicate the results of negotiation to appropriate

colleagues and/or stakeholders within appropriate time frames?
It is important because when your colleagues who are working for you they should be able
to trust you with all the legal works and responsibilities of the company, they expect to be
updated about the companys projects.
It is very important to do it within an appropriate time frames because that will be
beneficial for you and your colleagues or stakeholders to entrust you with the
responsibilities of the company.

12.
clients?

What are the main legislative requirements that cover the information you convey to

Written company laws and Country laws are the main legislative requirements that we covers the
information
that we want to covey to our clients. It benefits both the parties because once your client is satisfied
with the
Companys law.
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13. List three forms of written contracts that could be used throughout an organization.

1. Written Assets contracts

2. Written Policies
3. Terms and Conditions of the Organization.
14. Explain why it is necessary to use formal contracts and agreements.

It is necessary to have formals contracts because it makes both parties happy.

Contracts are to be made on the agreements done by the both parties on their
on terms. Itll always help if parties decide to part their ways, so it better to
have a Formal contracts that will protect both parties from long discussions
and disagreements.

15. Describe in detail the six elements of a contract.

1. Objects
2. Intent
3. Acceptance
4. Legal Work
5. Bankruptcy
6. Agreements
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16.
Why might it be necessary to make adjustments to agreements made with
customers/suppliers?

Because once you agree to terms with customers/suppliers, you have to respect
and keep your
words. Thats what makes your relation with
customers/suppliers very trustful.

17. Briefly explain how you would, proactively seek, review and act upon information
needed to maintain and nurture sound business relationships and honor agreements with
agreed terms and meeting key performance indicators (KPIs) through sound regular
contact and use of effective interpersonal and communication styles?

The business agreements described by formal and cover important commercial

agreement. Agreement between supplier and customer is that may relate to these terms
as accounts, service agreements, building contracts, rate negotiations, preferred product
agreements and marketing agreements. The establishment of business relationships
require the application of significant analytical, communication, negotiation and
relationship building skills. This role is by personal sales and marketing personnel who
work autonomously decisions on purchasing or marketing activities for an company and
maintenance of agreements.

18. List three ways in which you nurture relationships through regular contact and use of
effective interpersonal and communication styles.
SITXMGT501_Establish and Conduct Business Relationships_Written Assessment_070314

1. Supporting
2. Getting involved
3. Be a good listener

19. Describe why is it important to proactively seek, review and act upon information
for the maintenance of positive business relationships.

Its always good to maintain the positive business relationships you have with
the people, it strengths it. When you have a effective communication with the
people you do business, theyll understand you and theyll be able to put their
trust in you.

20. List five characteristics of positive business relationships.

1.
2.
3.

Trust
Respect
Diversity

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4.
5.

Understanding
Communication

21. List three attributes of an active listener.

1. Comprehending
2. Retaining
3. Responding

SITXMGT501_Establish and Conduct Business Relationships_Written Assessment_070314