Assessment 1 Diploma

BSBCUS501 Manage quality customer service
Assessment1 – Knowledge Assessment
ASSESSMENT COVER SHEET – ASSESSMENT1

KNOWLEDGE ASSESSMENT
Instructions to the learner
Print this coversheet and complete it by filling in all the required information and affixing your
signature in the space provided. Your signature must be hand-signed. Scan the completed cover
sheet and submit it along with your evidence submissions. Use the filename: BSBCUS501 Manage
quality customer service- Knowledge Assessment 1- Cover Sheet.
UNIT TITLE BSBCUS501
UNIT NAME Manage quality customer service
FIRST AND SURNAME
PHONE
EMAIL
CIRCLE THE SUBMISSION Submission 1 Submission 2
Please read the Learner Declaration below and if you agree to the terms of the declaration, sign and date
in the space provided.
Information relating to assessments:
 Students are required to keep a copy of each assessment submitted to Assessor.

 When resubmitting an assessment, attach the previous assessment.
By submitting this work, I declare that:
 I have been advised of the assessment requirements, have been made aware of my rights and
responsibilities as an assessment Learner, and choose to be assessed at this time.
 I am aware that there is a limit to the number of submissions (2) that I can make for each
assessment, and I am submitting all documents required to complete this assessment.
 I have organised and named the files I am submitting according to the instructions provided, and I
am aware that my assessor will not assess work that cannot be clearly identified and may request
the work be resubmitted according to the correct process.
 This work is my own and contains no material written by another person except where due
reference is made. I am aware that a false declaration may lead to the withdrawal of a
qualification or statement of attainment.
Name: Signature: Date:
170 Wellington Street, East Perth 6004, WA, Australia | Phone: (08) 9221 1261 | Fax: (08) 9325 1752 | www.kcbt.wa.edu.au|
info@kcbt.wa.edu.au
Current Version: 1 Current Version Date: April 2019 Next Review: April 2020 PAGE NO: 1
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ASSESSMENT1 - KNOWLEDGE ASSESSMENT

The candidate must and ALL questions satisfactorily to achieve a satisfactory result for
Assessment 1. All questions must be answered, where applicable the minimum required
response will be noted. All questions must be completed independently by the learner, and
no assistance is permitted from the assessor. The learner may refer to sources.
Written answer question guidance

 The following written questions use a range of “instructional words” such as
“identify” or “explain”, which tell you how you should answer the question. Use the
definitions below to assist you to provide the type of response expected.
 Note that the following guidance is the minimum level of response required.
Analyse – when a question asks you to analyse something, you should do so in in detail, and
identify important points and key features. Generally, you are expected to write a response
one or two paragraphs long.
Compare – when a question asks you to compare something, you will need to show how
two or more things are similar, ensuring that you also indicate the relevance of the
consequences. Generally, you are expected to write a response one or two paragraphs long.
Contrast – when a question asks you to contrast something, you will need to show how two
or more things are different, ensuring you indicate the relevance or the consequences.
Generally, you are expected to write a response one or two paragraphs long.
Discuss – when a question asks you to discuss something, you are required to point out
important issues or features and express some form of critical judgement. Generally, you
are expected to write a response one or two paragraphs long.
Describe – when a question asks you to describe something, you should state the most
noticeable qualities or features. Generally, you are expected to write a response two or
three sentences long.
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Evaluate – when a question asks you to evaluate something, you should do so putting
forward arguments for and against something. Generally, you are expected to write a
response one or two paragraphs long.
Examine – when a question asks you to examine something, this is similar to “analyse”,
where you should provide a detailed response with key points and features and provide
critical analysis. Generally, you are expected to write a response one or two paragraphs
long.
Explain – when a question asks you to explain something, you should make clear how or
why something happened or the way it is. Generally, you are expected to write a response
two or three sentences long.
Identify – when a question asks you to identify something, this means that you are asked to
briefly describe the required information. Generally, you are expected to write a response
two or three sentences long.
List – when a question asks you to list something, this means that you are asked to briefly
state information in a list format.
Outline – when a question asks you to outline something, this means giving only the main
points, Generally, you are expected to write a response a few sentences long.
Summarise – when a question asks you to summarise something, this means (like “outline”)
only giving the main points. Generally, you are expected to write a response a few
sentences long.
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1. Explain the purpose of the Australian Consumer Law and how it protects consumers’
rights.
Australian consumer law ensures that the consumer would not fall into the
unfsir market prices and also would provide the consumer the goods with best
of quality and also services are rendered with due care, skills and within a
reasonable time.
2. Outline the consumer guarantees that apply for both products and services under the
Australian Consumer Law.
 Goods must be fit for purpose and quality must be acceptable

 Services are renders with due care, skill and within a reasonable time
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3. List the types of products and services covered by the consumer guarantee.
The types of products and services covered by the consumer guarantee are:
 Bundeled products and services
 Business vehicles and trailers
 Sale items
 Online products and services
 Gifts with proof of purchase
4. Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided.
Consumer law guarantees the consumer with best of qualities and services. The ‘No Refunds’
aresaid to be illegal because when consumer do not meet their need or the quality they want
they must be provided with therefund right.
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5. Discuss whether consumers are legally entitled to a refund or replacement if they change their mind
when buying a product or service.
When consumer buy goods that are below the minimum standard of quality, they have the
right to either replace or refund. This is clearly mentiond under the law.. So the consumer in
these of the cases, either faulty or not meeting the standardof quality can replace or refund.
6. Discuss the statement below in relation to guidelines about consumer guarantees. Provide an
example to illustrate your answer.
“Some suppliers or manufacturers tell the consumer an extended warranty provides extra protection,
which the consumer would not have unless they buy it.”
The statement “Some suppliers or manufacturers tell the consumer an extended warranty
provides extra protection, which the consumer would not have unless they buy it” means the
consumer must purchase additional warranty for the extra protection when thy buy a product
which is not necessarily true.
For example, when Jenny buys a mobile set and when the shopkeeper tells jenny to buy the
extended warranty for the extra protection, the shopkeeper could be accused of misleading
the customer. Jenny would be entitled to remedy free of charge and would not need an
extended warranty to access the rights.
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7. Explain at least two benefits of an effective complaint handling system for businesses and consumers
and outline the standard steps that you would use to effectively deal with a customer complaint.
The main two benefit of an effective complaint handling system for business and customers
are:
 It increases the customers’ loyalty
 It increases the sales and profitability
Steps that i would use to effectively deal with a customer complaint would be:
 I would prefer listening the complaint first and would try to understand it
 If our team is responsible, then i would empathize and would apologize
 I would also offer a prompt solution
 And eventually would sugges to execute the solution
8. A retailer wishes to establish a consistent welcome procedure for sales staff to follow when a
potential client enters the sales room. Outline a standard procedure that the sales people could
follow. Your answer should be in easy to follow steps.
There is a procedure applicable everywhere that is greeting the customers and the standard
procedure that he sales people could follow would be:
 Welcome with happy faces as the customer expect the warm welcome
 A good listener because customer might have queries
 There must be positive body language
 And eventually they must thank the customer for liking their stuffs
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9. Explain the concept of service standards and their importance. Identify two examples of services
standards.
Service standard means the standard set fo defining what the customer want from a service
and how the standard service would be. It specifies the requirement addressing the
customers want.
Any two example of service standard are:
 Accuracy
 Timeliness
10. Explain why a company committed to best practice customer services may choose to measure its
service standards.
Customer service standards are the guidelines that shape the customer’s relationship with
business. Any company which is committed to best practice customer services might want to
know ithe company is legally going good and also to see the customer satisfaction rate. So the
company might choose to measure it’s service standard.
11. Explain the concept of public relations as a method of marketing communication.
Public relation is extremely for the business in the starting phase. So for the startors, public
relations tools and techniques help in communicating effectively with the customers,
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suppliers and other investors. Especially in the marketing field, public relations techniques
help in attracting many customers and also might increase the profitability.
12.Explain five methods by which a company can promote its products.
 If it is just initiating, good public relation is extremely important

 Being loyal to customers about the product
 Using social media platforms for the promotion
 Including offers and discounts
 Advertising technique also helps
13. Explain how customer service can impact on the public relations image of a company.
Public realtion tools and techniques is a good way for a company to maintain it’s image and to
increase sales and profitability. Good customer service is all that a customer seeks from the
company. And if the company is able to meet the customer service standard it would
ultimately help in maintaining good public image and the public relations.
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14. Explain how you could overcome verbal communication barriers with customers.
People find it tough to communicate. Most of the customers feel hesitation to talk to the staff
members and also the language barrier exist which make it as a problem these days. So to
overcome the verbal communication barrier with customers firstly simple langiage must be
used. There must be clarity and must keep it simple. Also the appropriate medium of
communication must be used.
15. Explain how you can overcome barriers to communication with customers who have a hearing
impairment.
While communicating to the hearing impaired person, firstly using simple language and
speaking slowly with clarity would help. Also they would not be able to understand in loud
noise so the extraneous noise must be avoided and must listen to their queries patiently.
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16. Outline four keys way of providing excellent customer service
 Must be a good listener

 Must address their needs
 Must be friendly
 Asking for feedback
17. Explain why an unhappy customer is not good for business.
In the business world, it is tough to address all the customers needs but after entering into
the business world it is the responsibility to fulfil their needs. So to make the customer happy
means to have a good public image and if the customer is unhappy , it would negatively
impact on the image of the business and hence, it is not good for the business.
18. Explain the importance of understanding customer behaviour and two techniques that can be used to
analyse customer behaviour.
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Satisfying Customers is the main duty of every business. So it is very important to understand
their behaviour. So the techniques to analyse the customer behaviour would be:
 Need to know what interests them
 And identifying the key benefit to the different group of customers
19. Explain three key customer research methods.
 Customer satisfaction studies

 Brand testing
 Price testing
20. Explain the importance of recording and monitoring complaints.
Customers feedback and their complaints would help in knowing the weakness of the
business. If it is being recorded or monitored, it would be good for the legal protection and
for further alertness.
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BSBCUS501 Manage quality customer service

Assessment1 – Knowledge Assessment

ASSESSMENT COVER SHEET – ASSESSMENT1

UNIT TITLE BSBCUS501

UNIT NAME Manage quality customer service

FIRST AND SURNAME

CIRCLE THE SUBMISSION Submission 1 Submission 2

Information relating to assessments:

 Students are required to keep a copy of each assessment submitted to Assessor.

Name: Signature: Date:

ASSESSMENT1 - KNOWLEDGE ASSESSMENT

Written answer question guidance

 Goods must be fit for purpose and quality must be acceptable

11. Explain the concept of public relations as a method of marketing communication.

12.Explain five methods by which a company can promote its products.

 If it is just initiating, good public relation is extremely important

16. Outline four keys way of providing excellent customer service

 Must be a good listener

17. Explain why an unhappy customer is not good for business.

19. Explain three key customer research methods.

 Customer satisfaction studies

20. Explain the importance of recording and monitoring complaints.

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