Bsbcus 402 Assesment 2 PDF

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BSBCUS402 Address customer needs...

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BSBCUS402 Address customer needs Assessment 2 Question 1 Imagine you have started work as a sales account manager in a large publishing company that bases its reputation on providing good customer service. You are asked to prepare a short report for management outlining how staff should communicate with customers to fully explore and address their needs. Your report should address:  Acknowledging the customer  Talking with the customer 

Recommending products and services



Communicating on the phone

Good customer relationships are at the heart of great customer service. Whether you're interacting with a long-term client or a first-time buyer, developing a strong rapport with your customers is an important part of building good customer relationships. The key to good customer service is building good relationships with your customers. Thanking the customer and promoting a positive, helpful and friendly environment will ensure they leave with a great impression. A happy customer will return often and is likely to spend more. To ensure you provide the best customer service: • know what your customers consider to be good customer service • take the time to find out customers' expectations • follow up on both positive and negative feedback you receive • ensure that you consider customer service in all aspects of your business • continuously look for ways to improve the level of customer service you deliver. When entering a store, most customers want to see an employee make a genuine effort to acknowledge and assist them. Greeting the customer can often be the most important aspect to closing a sale. Customers want to hear words of greeting and see a smile. Customers should be greeted within 30 seconds of entering your store. That face-to-face contact should be a positive experience if you expect your customers to continue to do business with you. “A smile is the universal welcome.” And it is a smile that your customers deserve to be greeted with whenever they enter your place of business. You may not be able to satisfy every customer request, but most certainly every customer needs to be afforded the respect that they deserve. Train your staff on how best to handle a problem, including bringing in a senior team member or manager to help resolve the problem. Resolve the problem quickly by offering empathy to the customer while continuing to support your employees as you come up with a satisfactory solution. The core function of an organisation is to develop, maintain and distribute products and services to its clients. Recommend customers to products., Don’t just tell them where to look for what they want. They will appreciate it if you walk them to the product and show them precisely where it is. The more specific details you can get on what a customer is looking for, the better you can satisfy his needs. Knowing and understanding customer needs is at the centre of every successful business, whether it sells directly to individuals or other businesses. Customers of a business are incredibly sensitive regarding how they are treated. The level and quality of service received directly affects whether or not they will become regular patrons. As a result, it is

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important for an organization to provide the best customer service experience possible. This is particularly true when interacting via the telephone, as the lack of eye contact and body language allows room for miscommunication. By implementing a few strategies, a small business owner can ensure that each customer feels valued. It is important for each employee of a small business to answer the telephone in a professional manner. An employee can accomplish this by saying, “hello,” and stating the name of the company as well as his own. One of the biggest reasons conflicts occur is because one or more people fail to listen to the other. By actively listening to the content of a customer’s conversation, an employee will receive all of the facts needed to take the order, answer the question or resolve the situation. The longer a customer must wait to conduct business, the greater the chance they will be displeased with the service. As a result, customer wait time should be minimized during telephone interchanges. All incoming calls should be answered by the second ring. Question 2 Imagine you have just started work in travel agency that deals mostly in the family holiday market. As part of your induction the manager asks you to develop your own personal learning plan to learn about your organization’s products and services as well as your prospective customers’ needs. What information would you need so you could efectively explain and match available services and products to customer needs? You could consider information about:  Products 

The company



Customers

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Yourself

The success of every company is dependent its ability to create products and services that address unmet customer needs. Knowing and understanding customer needs is at the centre of every successful business, whether it sells directly to individuals or other businesses. Once you have this knowledge, you can use it to persuade potential and existing customers that buying from you is in their best interests. • Products: Travel agents are the leading distributors of travel products and services (Honeymoon Travel, Culinary Asia Travel, Asia Guides, Weekend Getaways) • The company Your travel agency should belong to Travel Agents. Membership includes travel agencies, airlines, hotels, railroads, cruise lines, tour operators, car rental companies and travel schools. Travel agents can arrange all types of domestic and international travel, from hotel and resort accommodations to air and ground transportation, including car rental needs and tour packages • Customers As the travel industry grows more competitive, travel agencies increase the quality and type of services they offer. Many have toll-free phone numbers and offer meeting planning and incentive travel services. Many have toll-free phone numbers and offer meeting planning and incentive travel service • Yourself For myself, I must know my strongest skill to communicate with customers. I must have information about the destination place and other knowledge that relate to the job such as travel insurance and travel tips.

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Question 3 Prepare a table similar to the following, and briefly explain:  Why each piece of legislation is important. 

How it can afect your daily work.

Provide an example of how each piece of legislation may affect customer’s rights and responsibilities. Name of legislation

Why it is important

How it can afect your daily work

An example of how it may afect the customer’s rights and responsibilities

Employer understands my rights The Law protects to every and responsibilities under customer to receive fairly human rights and antiservice. discrimination law. By putting effective anti-discrimination and anti-harassment procedures in place in your business I can improve productivity and increase efficiency.

Anti-discrimination

Anti-discrimination is about ensuring that everyone gets a fair go in life.

Privacy laws

I have to keep customer Company always collect Its protect personal information about information as privacy and store customer information and it is good to have the individuals which can be it in safely place. law to protect the use collected by and storage of governments and other public as well as private information. It make organizations and its customer feel storage and use. comfortable to provide their info.

Environmental laws

It has developed in response to emerging awareness of and concern over issues impacting the entire world.

Fair trading laws and Competition and Consumer Act 2010 (Cth)

Australian consumers will now retain the same rights and be covered by the same protections wherever they are in Australia.

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I have to concern about the Customer will receive effect to environment on every product with activity that I do with company. environment friendly.

I have to treat customer with fairly basic on my service.

Customer will receive standard and fairly service.

Warranties and refunds It is the right to ask for a I have to carefully investigate repair, replacement or the cause of refund and the cover of warranty. In order to refund under the prevent the misunderstand of Australian Consumer refund and warranty policy. Law.

Customer can get a free repair, replacement or refund, but you are not always entitled to one. For example, the consumer guarantees do not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.

Question 4 1. Explain the diferent ways you might communicate with the following customers. a. A business customer whose monthly stationery order will be delayed. To build good customer relationships you need to:  greet customers and approach them in a way that is natural and fits the individual situation  show customers that you understand what theirs needs are  accept that some people won't want your products and concentrate on building relationships with those who do help people - even just letting a customer know about an event that you know they're personally interested in is helpful  continue to keep customers aware of what's in it for them to do business with you b. A retail customer who has submited a complaint to the company website. I would email or call to customer to say thank you for their opinion and promise with them to improve the service to meet the expectation of customer. This way will help customer feel better about the company that we care about their feeling. c. A business customer who purchased a new computer system two years ago. I would contact the customer and ask for any feedback from using our products and let them know that we always listen to their opinion or issue that may rise in the future. This way will build the relationship with them. 2. Describe the steps you can take to help customers choose services and/or product options to satisfy their needs.  Strengthen your customer service skills: it's important to make sure that your customer service team has the right skills for your managing customers' needs.  Improve your customer interactions: Practice active listening so your customers feel heard. Clarify and rephrase what the customers say to ensure you understand them.  Enhance your customer service strategy: Your staff may have the skills and know-how to interact with your customers.  Make sure your reps are engaged

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

Give your customers a way to provide feedback

3. Explain why it is worth the expense of having a lawyer draw up a detailed contract for service delivery. The delivery is one of the risk parts of company, the broken, and faulty or delay on the service always occurred. So, the company must have the lawyer who understand about the rule to write the contract to cover the compensation and basic rule to protect both company and customer. 4. Explain in your own words at least three frequent causes of customer discontent and suggest some possible solutions. Faulty product • Investigate the fault with the manufacturer. • Offer a replacement item or replacement model. • Repair the product if it is under warranty. • Consider replacing the product even if it is no longer under warranty. • Train staff to explain warranty conditions at the time of sale and repair. Incorrect descriptions of the product • Train staff about the products they are selling. • Ensure product literature is accurate. • Investigate the product with the manufacturer. • Make sure staff explain warranty conditions. Poor client service • Investigate the areas of issue. • Train staff in customer service skills. • Rotate staff so they can increase their knowledge of other areas. • Encourage and support teamwork. Question 5 Mike’s Washers specialize in selling washing machines for business and household customers. The sales staffs are highly trained in the features of different washing machines, including their:  capacity  water efficiency 

electricity efficiency

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warranties



reliability

Mike, the owner, is proud or the customer service his staff offer. As well as the sales outlet, they have a service centre and an emergency repair service. Mike has recently introduced an extended warranty option, which is selling well. The following table summarizes the details of the four popular washing machines sold by Mike’s washers. Feature Price Warranty

Machine 1 $850 2 years

Machine 2 $1500 4 years

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Machine 3 $3000 3 years

Machine 4 $1150 2 years

Load type Spin speeds max Water efficiency Energy efficiency Load capacity Physical dimensions Special features

Top 1000 rpm 2 stars 2 stars 8 kg 670 x 1070 x 680 mm

Front 1200 rpm 3 stars 3 stars 9.5 kg 700 x 1100 x 700 mm Delay start; electronic control

Front 1400 rpm 3 stars 3.5 stars 12 kg 750 x 1200 x 700 mm Lint filter; fabric softener dispenser

Top 1000 rpm 2 stars 2 stars 8 kg 700 x 1200 x 680 mm Stainless steel finish: delay start

1. What questions should a salesperson at Mike’s washer ask to identify the most appropriate machine for a customer? Why is this important? Salesperson must ask the customer about purpose of their needs as the company sell to both business and household customers. The budget customer has and the knowledge about washing machine. It is important to know the basic use of customer as the machine has top/front type and different special feature that depend on customer preference. 2. Review the table describing the diferent models. Which model would you recommend to:  a student in a share house  a family  a laundromat For each case, give reasons for your choice and describe how you would help the customer would make their choice. For student, I would suggest machine 1 because it has enough function to use with 8kg load capacity and the price is not expensive. For a family, I would suggest machine 2 because, this machine has 4 years warranty, which is good for long-term use, 3 stars for water saving, and has electronic control, which is convenient for everyone to use it. For a Laundromat, I would suggest machine 3 because they can do for heavy load, with 12 kg and 3 stars of water saving and 3.5 star for energy which will help them saving the cost. 3. Imagine you are a salesperson preparing a quote for a business that is interested purchasing four washing machines form Mike Washers. a. What information would you include in a quote?  Price  Warranties  Detail of product  Detail of customer  Date of quotation b. What information might you include to encourage the business to choose Mike’s Washers? To provide the information such as water efficiency, energy efficiency. Which means make them feel have more benefit as economical way. Furthermore, have vary kind of different machines and each machine have strong character to choose.

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c. How would you provide the quote to the business customer? Why would you do this? Through to use the brochure to provide information to customers and while they are looking the machines we can do presentation to them to make them understand. 4. Describe three things that might go wrong when delivering the order to a business customer. For each item, describe the steps you could take to prevent this from happening. Delivering the order is not on time: Please note that the Money-back Guarantee does not hold if the address and pin code provided are not correct or nobody is present at the address to collect the shipment. For Cash-on-Delivery orders, the delivery charge will be collected as part of the order. We hope you understand that we cannot guarantee Same-day/In-a-day Guarantee Delivery to commercial establishments on Saturdays and Sundays, as they might be closed. The Moneyback Guarantee is not applicable in this case. Misdelivered: sees the situation from their customers’ perspective rather than from that of the non-customers who have a strange package in their possession. If you’re the one with the missing package, that’s probably a lot better than just being told it’s been “misdelivered.” But given that the sharing the address information unnecessarily opens up the company to weird things happening — like Friedman’s experience — it seems like they might want to rethink their policy. Delivery Damaged item: return the product to the store or seller, take a photo of the damage for your own records. For advice on returning your item to the store or seller, and on who pays return costs, view our Refunds, repairs and replacements page. 5. Imagine you are working at Mike’s Washer when you receive a call from an angry customer. They have just taken a load of washing out their machine. The colors have all run together and some of the clothes are torn. The customer is blaming the washing machine for the problem and is threatening to post pictures of the problems on Mike’s washer’s social media page. What would you say to the customer? What actions would you take to resolve the situation? I need to repeat customer’s address check. Under the Australian Consumer Law, you have the right to return a product and get a refund or exchange if the product does not meet certain consumer guarantees - for example, if the product is faulty.  a refund  repairs  a replacement  compensation. Question 6 1. Briefly explain the key features of efective communication with customers.  Simple language: The language used in the communication should be simple and understandable.  Clearness: The communicator should be clear in his mind about the objective of his communication. There should not be any ambiguity in communication.  Adequacy of information: It should contain adequate information and should be complete in all respect; otherwise it will not serve the purpose of communication.  Proper medium of communication: The communicator should select the proper media of communication by considering such factors as the nature of communication, urgency of communication, distance between communicator and recipient of communication etc.

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2. Give examples of at least three diferent types of business networks and explain why they are important. There are a range of different types of networks:



The social network: Your own personal network of contacts made informally through social or non-business activities. These contacts may comprise family, friends, former work colleagues, contacts made through university, etc.

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The professional network: Contacts made through business activities including accountants, lawyers and so on. Artificial networks: The networks set up within business communities which are open to new members, trade associations, professional institutions, etc. The business community in Cambridge has several local networks, many dedicated to high technology and/or start-up companies

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3. Briefly describe ways that you can ensure you are up to date as a salesperson. In your response, include strategies for being up to date on customer information, products and services and compliance requirements. To keep up with news and developments in your industry, the first thing you need to do is identify the best sources to use. Face-to-Face Networking: Face-to-face networking can be one of the most rewarding ways to stay on top of industry news and trends. Often, professional relationships can develop into deep friendships, especially when you meet on a regular basis. Twiter: Twitter can be a great place to find industry leaders and organizations, and to stay on top of relevant news and trends. Use it to find people in your ...