BSBCUS501 3

 
 
Short Reflection 
 Determine your goals and objectives
 Target audience
 Key messages 
 Tactics
 Create a time frame
 Measure your success  
 
 PR Strategies You Should Be Used
 Influencer Relations
 Long Shelf-Life Content 
  Intelligent Measurement
 
The six ‘Ps’ of marketing
Product refers to the goods or services you are offering. You might consider a range
of factors such as packaging, labelling, branding and quality when developing your
product.
 
 
 
 
 
TIP: In Australia, there are mandatory standards regarding product safety and
labelling.
 
Price
Setting a suitable price for your products or services will help you to be profitable and
stay competitive. Start by including all the costs associated with producing and
delivering your products and services, then research your target market to determine
how much they would be willing to pay. If there is a gap you have more work to do –
perhaps reducing your costs or focussing on a different market.
 
Promotion
Promotion refers to the methods you will use to advertise and sell your
products and services. Promotional methods may include:
 
website
social media
blogging
e-newsletters
networking
brochures and flyers
TV, radio or print advertising
word of mouth
loyalty and reward programs
cold calling
mail-outs and letter drops
sponsorship
PR activities such as media releases and events

Task 2: Manage and Develop the Team

Part A
CUSTOMER SERVICE REPORT
 
Introduction 
Body
      Mary has recently developed a habit of letting the phone ring and then placing
customers on hold. This behaviour contravenes company policy on the knowledge of
the importance of prompt service to customers of Innovative Widgets.
 Yesterday Mary received a complaint from a customer:
‘I work as a buyer for the state’s largest supplier of mining equipment, Yore Mine Co.
We provide a lot of business to Innovative Widgets.
I ordered 1,000 x 7mm widgets for delivery last Friday .I was promised that the
delivery would arrive within three days. It’s now a week later and they still haven’t
arrived. My production manager just telephoned me to say he might fail to deliver a
major order unless the widgets arrive in the next four days.
A few weeks ago a consignment of widgets arrived from Innovative Widgets, but they
were 6mm widgets rather than the 7mm I had ordered on that occasion.
I am considering going to another supplier for your widgets even though Innovative
Widgets are the only Australian supplier. I could get them cheaper from China, but
the
saving isn’t great when you add in the extra shipping costs.
I’m going to begin legal action if the widgets don’t arrive today. I might order the
widgets from China from now on.
 
Conclusion 
To manage complaints – customer service representatives
1. Greet the customer courteously and give them your name.
2. Listen fully to what the customer is saying. Try to gather all the facts about the
complaint and jot them down. Ask questions and summarise what they are saying.
3. Never argue with the customer.
4. Apologise for any product fault or poor service. Be sympathetic. Ask if the
customer
will allow us to send the faulty item to our quality department for testing.
5. When you have all the details about the complaint, ask the customer how they
would
like it to be resolved.
6. No product replacements are within all staff members’ authority.
7. All staff members can use their professional judgement and refund an additional
10%
of the value of the faulty product up to a maximum value of $25.
8. Complaints involving damage to other property are covered by our insurance.
Help the
customer to complete the Claims Form and ask if the customer can obtain quotes for
repairs.
9. All complaints involving injury must be referred to the Customer Service Manager.
Agree a suitable time for the Customer Service Manager to call the customer.
10. Any complaint that is not covered in the above procedures must be directed to
the
Customer Service Manager. Agree a time for the Customer Service Manager to call
the customer