• Online

credit card – Direct debit Saving/Cheque/Credit. This option is pretty

good for the customer and for our company as well. This option gives
opportunity transfer money in hours or days so debt is paid soon.
• B-Pay Saving/Credit Card – Credit Card. This option gives opportunity pay for
example at the end of the month. If the customer hasn’t enough cash he can
wait till the end of the period to receive other payments.



1. How will you ensure that delivery or service is fulfilled promptly after a
purchase?
Every single order will get its unique number which helps to recognize when
the order was received. As long as we receive the order there will be
notification until the order will be completed and send. The important thing is
that the list with uncompleted orders ranked by a date.

2. Explain what procedures you follow to ensure that customers are responded to
promptly when they have queries or complaints regarding the product or service.
Provide two (2) suggestions.

• Our company has a telephone hotline. So customers can call as 24/7 and we
will respond them as soon as possible
• Online Chat – on the website is an option to have an online chat with the
customer service. They are able to help with the all questions

3. Explain how your customers could access the following:
a. Instant, accurate information about status of delivery of products or service
b. Customer account information

a) Every single order has a number of the order and tracking number. Using
tracking number in our online system customer has instant and full information
about his order, including day of the delivery and the current location.

b) If you want to purchase goods from our company you have to set an online
account which takes no more than a minute. To access to the account you use the
unique name and password. In your account you have information such as your
order’s status, day of delivery, order history, information about the future sales,
your delivery address, bank account etc.


Assessment 2 Part B – Written or Oral Questions
1. What skills would your staff require to build relationships with customers?
Provide three (3) suggestions

• Knowledge of the product

 • Acting skills
• Ability to “read” customers

2. How would you ensure customers are served in a correct and fair order?
Every single order has its own number and we are following the numbering in
the correct order when we are serving customers.

3. How could staff assist in developing and refining direct response offers in
response to customer feedback?
The staff can share the experience from the customers. We can set the meeting
where our employees together with the management try to find out the best
way how to satisfy customers in this case.

Assessment 2 Part C – Presentation

Prepare a 10 minute presentation using a suitable application (eg PowerPoint, prezi,
google slides) to explain to the details of your product offer.
o Bring your product offer to life with a presentation. Using the responses you have
given to the questions from assessments 1 and 2, create a multi-page presentation
about your product offer.

o Upload the presentation (*.ppt) as a second document - two documents (.docx and
.ppt) will save if both uploaded correctly.