Bsbcus 402 Assessment 1 PDF

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THE MANAGEMENT SCHOOL SYDNEY

BSB40215 Certificate IV in Business

BSBCUS402 Address customer needs Assessment 1 Submission details This assessment task must be submitted online by the due date specified by your Trainer/Assessor and Assessment Plan for this unit of competency. Any variations to this arrangement must be approved in writing by your assessor. Submit a file with the required evidence attached as per  Specifications below  Acknowledgement of original work, free from plagiarism as per Assessment Plan  Special needs (considerations if required see Access & Equity Policy)  Naming document files when submitting assessments (check Assessment Plan)  Identifying the Unit, Assessment Number, student name, student number, date and page number (preferably) in the Footer  Assessor’s additional and particular instruction/s.

Specifications You must submit 1 electronic document and upload in Moodle, with this file name: 

BSBCUS402 – Asst. 1 – –

BSBCUS402 Assessment 1

Version: v1.0

TMSS | www.tmss.edu.au

Developed by: RTO Michael Buhagiar Approved by: CEO

Uncontrolled versions when printed

Page 1 of 6 Materials-

Issued: Aug 2016 Review: Aug 2017

THE MANAGEMENT SCHOOL SYDNEY

BSB40215 Certificate IV in Business

BSBCUS402 Address customer needs Performance objectives To provide an opportunity to: 

Demonstrate how you can best determine customer needs



Demonstrate how you can best determine customer motivations and legislation specific to an industry

Case study: Speakeasy Phones Speakeasy Phones offers a variety of internet, mobile phone, tablet, and mobile broadband plans through their national chain of stores, and also their web site. Customer service representatives are expected to help customers choose a plan that is right for them. Customers can come into a store in person, or ring a free call number to speak with a customer service representative, or fill out a form on the web site.

BSB40215 Certificate IV in Business BSBCUS402 Assessment 1

Version: v1.0

TMSS | www.tmss.edu.au

Developed by: RTO Michael Buhagiar Approved by: CEO

Uncontrolled versions when printed

Page 2 of 6 Materials-

Issued: Aug 2016 Review: Aug 2017

THE MANAGEMENT SCHOOL SYDNEY

BSBCUS402 Address customer needs Assessment 1a (Observation, oral questioning) Instructions In small groups, role-play a situation where a customer has contacted Speakeasy Phones to find out more about their product. Determine what questions you, as a customer service representative, would ask to determine their needs. Discuss how you would best match the needs of the potential or existing customer to the offerings of your organisation. Orally answer the following questions: i.

What has been your worst customer service experience? What made it bad?

There are mistakes in communication with customers. Misunderstood to the point where the problem of the customer and the wrong solution delayed.

ii.

What has been the best customer service experience? What made it good?

I have provided service with one customer. Receive complaints about the problem of the phone after they bought two days. We had been modified and returned to the customer quickly.

BSB40215 Certificate IV in Business BSBCUS402 Assessment 1

Version: v1.0

TMSS | www.tmss.edu.au

Developed by: RTO Michael Buhagiar Approved by: CEO

Uncontrolled versions when printed

Page 3 of 6 Materials-

Issued: Aug 2016 Review: Aug 2017

THE MANAGEMENT SCHOOL SYDNEY

BSBCUS402 Address customer needs Assessment 1b

Instructions Using the ‘Consumers’ page of the Australian Competition and Consumer Commission (ACCC) web site [accessed 21 Sept 2017], name six provisions of Australian consumer laws.

i. Consumer guarantees Under the Australian Consumer Law, when you buy products and services they come with automatic guarantees that they will work and do what you asked for. If you buy something that isn't right, you have consumer rights.

ii. Repair, replace, refund If a product or service you buy fails to meet a consumer guarantee, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law. The remedy you're entitled to will depend on whether the issue is major or minor.

iii. Cancelling a service Under the Australian Consumer Law, you have certain rights to cancel a service.

iv. Compensation for damages & loss You can seek compensation for damages and losses you suffer due to a problem with a product or service if the supplier could have reasonably foreseen the problem. This is in addition to your repair, replacement or refund rights.

v. Warranties Under the Australian Consumer Law (ACL), automatic consumer guarantees apply to many products and services you buy regardless of any other warranties suppliers sell or give to you. However, it is still important to understand how these warranties apply to goods or services you buy.

vi. Products & services bought before 2011 BSBCUS402 Assessment 1

Version: v1.0

TMSS | www.tmss.edu.au

Developed by: RTO Michael Buhagiar Approved by: CEO

Uncontrolled versions when printed

Page 4 of 6 Materials-

Issued: Aug 2016 Review: Aug 2017

THE MANAGEMENT SCHOOL SYDNEY When things go wrong with products or services you bought before 1 January 2011, you may still have rights under the previous consumer protection law called the Trade Practices Act.

BSB40215 Certificate IV in Business

BSBCUS402 Address customer needs Assessment 1c Instructions i. How can you best determine the motivations of a potential customer of Speakeasy Phones? It is important to ensure that products or services are targeted to a customer base where the product or service is readily available to them. If the product is not available, then the potential customer needs to be advised when it may be and how long before they can order it. Access to the product should be relatively easy so that the potential client or customer can purchase as required.

ii. What can you do to assist potential customers in making the decision to purchase a plan with Speakeasy Phones? Introduce to customers about a plans and promotions of Speakeasy Phone . Explain about our customer service what we can do and what it is special service. Compare our good side with our competitors to make the decision.

BSBCUS402 Assessment 1

Version: v1.0

TMSS | www.tmss.edu.au

Developed by: RTO Michael Buhagiar Approved by: CEO

Uncontrolled versions when printed

Page 5 of 6 Materials-

Issued: Aug 2016 Review: Aug 2017

THE MANAGEMENT SCHOOL SYDNEY

BSBCUS402 Assessment 1

Version: v1.0

TMSS | www.tmss.edu.au

Developed by: RTO Michael Buhagiar Approved by: CEO

Uncontrolled versions when printed

Page 6 of 6 Materials-

Issued: Aug 2016 Review: Aug 2017...