BSBCUS402 Address customer needs

ASSESSMENT COVER SHEET

Student ID Student Name

First Name: PALOMA

SV047582
Last Name: VASCONCELOS

Student’s declaration:
By submitting this assessment, you are acknowledging and agreeing to the following conditions:
Please check each item in the box, if you agree.

✔ I have read and understood the details of the assessment.

I have been informed of the conditions of the assessment and the appeals process and
✔ understand I may appeal if I believe the assessment is not equitable, fair or just.

✔ I agree to participate in this assessment, and I am ready to be assessed.

I declare that the attached is my own work or in collaboration with other members of a group
✔ as required.
I have acknowledged all sources where appropriate in accordance with ILSC’s Academic
✔ Integrity Policy, and I believe other group members have done the same.

Submitting your assessment: Complete all assessment tasks, save, and upload in Moodle for grading. Please
view the videos on submitting work through Moodle in the FAQ section of your VET Orientation course. Check
Moodle grades and feedback on your submission. You will receive an email notification when your assessment
has been graded.

Assessor’s acknowledgement:
Please verify each of the following principles of assessment by placing a tick in each box. Refer to the
assessor's handbook for further information if required.

Authentic: The assessor is assured that the evidence presented for assessment is the learner’s
own work.

Valid: The assessor is assured that the learner has the skills, knowledge and attributes as
described in the module or unit of competency and associated assessment requirements.
Current: The assessor is assured that the assessment evidence demonstrates current
competency. This requires the assessment evidence to be from the present or the very recent
past.
Sufficient: The assessor is assured that the quality, quantity and relevance of the assessment
evidence enable a judgement to be made of a learner’s competency.

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How to work through your assessment

This assessment is designed to evaluate your competence for the unit BSBCUS402 Address customer
needs, Release 2. Your assessor will help you understand how to complete this assessment.
The table below gives a detailed description of the assessment.
Feature of the
Explanation
assessment resource

Assessment This unit describes the skills and knowledge required to manage an
information and ongoing relationship with a customer over a period of time. This
scope includes helping customers articulate their needs and managing
networks to ensure customer needs are addressed.
It applies to individuals who are expected to have detailed products
knowledge in order to recommend customised solutions. In this role,
individuals would be expected to apply organisational procedures
and be aware of, and apply as appropriate, broader factors involving
ethics, industry practice and relevant government policies and
regulations.
ž The key outcomes are:
ž Assist customer to articulate needs
ž Satisfy complex customer needs
ž Manage networks to ensure customer needs are addressed

Assessment overview To demonstrate competency, you must successfully complete all the
following assessment tasks:
Task 1: Online Moodle Quizzes
Task 2: Questioning
Task 3: Project: Addressing customer needs at BizOps Enterprises
Task 4: Workplace simulation & Observation

Complete the ü Task 1: Online Moodle Quizzes

following tasks Complete your Moodle quizzes online for each topic. You will
demonstrate knowledge of the unit requirements in your responses.
ü Task 2: Questioning
You will demonstrate a sound knowledge of the unit requirements in
your responses.
ü Task 3: Project: Addressing customer needs at BizOps
Enterprises
You will demonstrate your skills and knowledge by completing a
scenario-based project.
ü Task 4: Workplace simulation & Observation
Your performance will be documented while being observed by your
assessor in a simulated off-the-job situation that reflects the
workplace.

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TASK 1 – Please complete the following quizzes on

Moodle:
o Topic 1 Online Quiz:
o Topic 2 Online Quiz:
o Topic 3 Online Quiz:

TASK 2 - Questioning
Purpose You will demonstrate a sound knowledge of the unit
requirements in your answers.

Instructions to the All questions must be answered satisfactorily for Task 2 to be

candidate completed satisfactorily.

Resources required You may use the learning resources and customer service
documents to research information when answering questions.

Assessment Assessment will be conducted in a simulated environment

conditions where evidence gathered demonstrates consistent performance
of typical activities experienced in the customer service field of
work and include access to:
§ office equipment and resources
§ business technology
§ organisational policies, procedures, quality systems,
manuals and guidelines for customer management
§ examples of products/services and promotional
strategies
§ interaction with others.

Reasonable If you are unable to answer the questions in writing, you may
adjustment request to have an interview with your assessor.

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Please answer all the following questions:

1. Explain what you would do to make sure that you fully understand the needs of a customer.
It is necessary to have a overview about the product being offered and about which customer will be
able
to search for that product. In addition, good customer service is essential in the market, it is
necessary to be attentive to all customers who visit the store or any other specific location and
serve them in an efficient and polite manner. Trying to meet the customer's needs is a positive way
to gain his trust and build customer loyalty.

2. Write about a time when you had to offer an alternative product or service to a customer
(product match). How did you choose the alternative product or service to make sure it
satisfied your customer’s needs?
of all, I must listen according to the customer's needs, which product he is looking for, the main
First
characteristics
he wants to find in this product and how much he would like or could pay. And then, I
show the possibilities of products that I have in my store and explain the advantages and
disadvantages of each product, offering different alternatives for the customer according to his
needs. Finally, according to my technical knowledge about the product, within the alternatives that I
offered to the customer, I choose the best one that fits the customer's needs and explain technically
why he should choose this product.

3. When and how would you appropriately communicate a customer’s rights and
responsibilities?

When we are selling a product or service, we must have knowledge beyond the functionality of that
product.
Therefore, it is necessary to clearly show the customer the company's policies and
procedures, in case he chooses the product or service. It is important to document and provide the
customer with these policies, explain the most important clauses, so that the customer decides
whether or not he agrees with the purchase to be made or the service to be provided. This must be
provided to the customer before closing any deal, so that the company has the backing too in case
something happens.

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4. Explain what it means to “prioritise preferred sales options” and give an example.

Prioritizing preferred sales options is exploring all of your possibilities and evaluating the pros and
cons.
If the decision is difficult, it is possible to consult the work team and also the customer who will
receive the product or service. The ultimate goal is to make the sale and satisfy the customer, it is a
way where both parties win. For example, if you add value to your sale and provide an upgrade to
the customer, that customer is automatically loyal.

5. Describe a situation where you had a difficult customer. What actions did you take to make
sure you were able to meet their purchasing needs?

If I have a difficult customer, first I have to be patient and polite, and ask what are the main
characteristics
of the product or service that the customer needs. If a product is not pleasing to the
customer, I must introduce you to other alternatives that fit your description. Dealing with customers
is to train patience and resistance on a daily basis, knowing how to get around situations in order to
better the customer and meeting sales prospects.

6. List four methods that sales people use to establish regular communications with customers.

Sales people can estabilish regular communications with customers using methods as an eye
contact,
asking relevant questions, taking notes, nodding, etc.

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7. Explain the importance of the product/service referral process and the role networking
provides in supporting customer needs.
referral process about a product or service is important for both the company and the customer,
The
because
after building the relationship between both, the two parties can generate new networks.
This can be seen as follows: if the store offers its customers a discount or a bonus for a particular
purchase, that same customer will be satisfied and will tell friends and family about the store's
service. Likewise, if the store specializes in selling bicycles, for example, and the customer is
looking for a service that the store does not have, that same store can suggest a second store that
provides that service. Soon, a large network is created, where everyone is satisfied with the results.

8. List three technologies that can be used to make sure that organisations standardise
customer service feedback and provide up-to-date product information.
- Online services (chats, feedback online, etc)
- Customer support system (as a phone call)
- Forms

9. Why is it important to obtain informed consent from a customer? Provide an example.

It is necessary to inform the customer of all the risks involved, benefits and alternatives, before
closing
a contract or selling any product. Informed consent is the act of the customer agreeing to
allow the service to happen or the purchase to be made. This situation can be seen in various life
situations, which require the consent of users of services provided by different companies. Thus, the
customer knows about the risks and the company can back up if something happens too.

10. When entering customer data in the system, how can you be sure that the information is
applied to individual customers within a Customer Relationship Management (CRM) systems?

CRM is focused on retaining customers rather than just making a sale. The main objective is to
have
long-term relationships with the customer, offering the best possible service. As already
mentioned in other questions, the intention of companies is to always retain customer loyalty, and
for this the company collects important data and stores it to be able to use it in new customer
purchases, however with a better knowledge about the customer.
Important data that can be collected:
1) Products purchased by the customer;
2) Frequency of purchase;
3) Quantity;
4) Payment methods
5) Among other factors

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TASK 3 - Project: Addressing customer needs at

BizOps Enterprises
Purpose You will demonstrate your skills and knowledge by completing a
scenario-based project.

Task overview You receive an email from Sarah Voss, Customer Service Manager.
and context Subject: New role and first task
Hello,
Congratulations on your promotion to the role of Customer Service
Liaison Manager at BizOps Enterprises. Your new main responsibility is
to focus on the needs of BizOps’s customers and communicate with
customers directly.
Please read the customer email complaint below. Refer to the ‘project
tasks & instructions’ section that follows for details about the tasks you
need to complete to respond to this customer and to fill out a
customer service report.
Please let me know if you have any questions. I hope you enjoy your
new position at BizOps Enterprises.
Kind regards,
Sarah Voss
Customer Service Manager

Customer Customer email complaint (Ref. C28641DB)

Complaint Dear Sarah Voss,
I am writing to complain about the service I received from the sales
staff at your flagship BizOps store in Kingston.
I wanted to buy a desktop computer and organise connection to the
internet. When I arrived at the store, it was very quiet and the sales
assistants were playing on their mobile phones. It was 22 minutes
before one of the sales attendants spoke to me. When I explained to
them what I wanted, they walked away. I thought they went to get
someone else to help me.
I explained again what I needed to a second person. The second
person, Gladys, pointed to the back of the store and said I would find a
tablet that would meet all my needs.
After viewing the product, I explained that I needed something with a
keyboard and a large screen, however Gladys talked over me and
continued to show me products that did not suit my needs. She
suggested that in the future I do my research before entering the store.

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I explained that I did not have access to the internet and she laughed at
me and said, “Everyone has the internet these days!”
As Customer Service Manager, I think you should be very concerned
about this. I left your store and I will never return. I will not be
recommending your products or services to anyone, as I found your
sales staff to be disrespectful and the customer service terrible.
Regards,
Mrs. Dorothy Burton
2965 Diamond Gully Rd
Kingston ACT
mrsdb@network1.com.au

Project Read the information about the customer complaint (Sarah Voss email
instructions above). Download the required templates and forms and complete the
tasks in the section below. You will need to access the following BizOps
Enterprises policies, procedures, templates and forms:
§ Company business plan
§ Document style guide
§ Customer service policy
§ Customer complaints procedures
§ Customer complaint feedback form
§ Customer complaint register
§ Customer service plan template
Access these documents in Moodle Assessment tab for this unit.
All project instructions must be performed satisfactorily for Task 3 to
be completed satisfactorily.
You must complete the project unassisted by the assessor or other
personnel, but may refer to reference material as needed.

Resources The following materials are required for this project to be completed.
required You will find these in Moodle Assessment tab for this unit.
o company-business-plan.pdf
o document-style-guide.pdf
o customer-service-policy.pdf
o customer-complaints-procedures.pdf
o customer-complaint-feedback-form.doc
o customer-complaint-register.doc
o customer-service-plan-template.doc
Computer/office equipment, including internet access and word-
processing software

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BizOps Enterprises forms (these can be accessed in Moodle Assessment

tab for this unit).

Assessment The assessment will take place in a simulated workplace environment

conditions where evidence gathered demonstrates consistent performance of
typical activities experienced in the customer service field of work and
include access to:
§ office equipment and resources
§ business technology
§ organisational policies, procedures, quality systems, manuals
and guidelines for customer management
§ examples of products/services and promotional strategies
§ interaction with others.

Reasonable If you are unable to undertake the project as designed, please speak to
adjustment your trainer/assessor.

Project tasks & instructions.

Read the information in the section above carefully and complete the following tasks.

Follow complaint procedures

1. Using the information in the task overview and customer complaint, prepare the
following using the templates provided:
a. Customer complaint feedback form

b. Customer complaint register

c. Customer service plan

Continue tasks below:

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Email response
2. Write an email response to the customer who has made the complaint. Use the appropriate
email structure including correct grammar and use clear language. You must be familiar with
and use the BizOps Enterprise’s document style guide.

Recipient: mrsdb@network1.com.au

CC customerservicemanager@bizops.com.au

BC Customer email complaint (Ref. C28641DB)

Subject: Customer email complaint (Ref. C28641DB)

Dear Dorothy Burton,

I am extremely disappointed in this behavior of the employees and I would like to apologize to you
sincerely for all this embarrassment. Be sure that we will take serious action on what happened, as I
have already forwarded your complaint to the human resources supervisor and will have a meeting
to discuss this fact.
I put myself in its place and understand that negative experiences like this cannot go unnoticed.
Therefore, in addition to apologizing, I would like to offer you a 50% discount coupon in our store
and also a free gift. I will put at your disposal our store manager to provide the service, which
unfortunately was not present on the day of this incident. If we can do anything more for you, do not
hesitate to contact us.
I appreciate your feedback and look forward to seeing you in our store for further clarification and
better service.

Best regards,

Paloma Vasconcelos
Customer Service Liaison Manager
BizOps
25 End Lane
Disclamer:
Brookvale, NSW 2189
CONFIDENTIALITY NOTICE AND DISCLAIMER This email (including any attachment to it) is confidential and may also be privileged
and exempt from disclosure under applicable law. Accordingly, if you are not the intended recipient, please notify us
Telephone: (02) 5678 1234
immediately and delete this email (including any attachment to it) from your computer system. You should also not disseminate
or copy the email. We do not assure the security of information electronically transmitted and your communication with us
Free-call: 1300 121 212
through such means signifies your acceptance of any risk attaching thereto. Any statement contained herein is not to be
Facsimile: (02) 5678 1233
construed as an offer to enter any contractual obligation nor an acceptance of any offer. Thank you.

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Customer Service Report

3. Respond to the following by creating a comprehensive customer service report. Each
response you provide will form your report.

a. Explain in detail what you can do to prevent this situation from happening again.
First step to be taken is to identify the staffs mentioned in the customer's complaint. After this
1)
step,
it should be verified in the customer feedback data system, how many complaints have
already been received about inefficient and disrespectful service.
2) Organize a meeting with the human resources team and show the data collected through
customer complaints.
3) Discuss where the team is going wrong when it comes to hiring the employee and when it comes
to training.
4)Hold a meeting with all employees, identifying those who were mentioned in the complaints.
Review company policies and procedures and conduct new training. If, after all these steps,
customers are still dissatisfied with the service, the dismissal of some employees and the possibility
of hiring others more qualified for the job should be evaluated.

b. Explain how sales staff need to match products and services to make sure they meet
every customer’s needs.

Employees must receive training on service provision and characteristics of the products to be sold.
When
faced with the client, they must be patient and polite, attentive. In order for the employee to
be more confident about what to offer, it is important to ask some questions to better understand the
customer's need. Offer, with technical explanation, alternatives so that the customer is aware that
there are several products that can serve him, with different prices. Showing interest in helping the
customer is a way to meet expectations.

c. Describe the process (or training) that needs to be undertaken to make sure that staff
can describe the details of BizOps’s products or services and provide customer service in
line with the customer service policy

During the job interview, identify the candidate's qualities and defects through questioning. Conduct
group
and individual dynamics to assess the candidates' posture.
After hiring, conduct training on company policies and procedures;
Conduct training on customer service;
Invite product suppliers to conduct technical training with employees;
Allow employees to learn during routine, from mistakes and successes;
Conduct constant training to improve the work;
Experience and knowledge acquired during the entire trajectory at work, is also a way for the
employee to improve.

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d. Describe products/services that could have matched Mrs Burton’s needs and explain
why.

Firstly, the employee who attended Mrs Burton should have listened carefully to all the features that
she
needed in the equipment and questioned what would be the best price for her. Then, the
employee should have taken her to the section of the technological gadgets store and presented
computer models with large screens and a keyboard, suggesting economical alternatives and with
the best prices.
After showing the equipment, the employee could invite the client to sit at the service desk to show
her the internet services provided by the company, explaining in detail what each one contains.
In the end, the customer could decide whether to take the product or not and would probably be
satisfied with the employee's service, and the employee must say that he is at the client's disposal
to clarify any doubts.

e. Explain Mrs Burton’s consumer rights and responsibilities.

It is Mrs Burton's right to be treated with respect and equally. Receive decent and efficient service.
As for employees, it is their responsibility to provide good customer service and to be respectful.
Attitudes such as laughing at the customer or ignoring the customer should be prohibited. In
addition, when offering a product or service to the customer, they must describe the product
thoroughly and present the purchase clauses.

f. Describe methods or processes that could be used in the future to meet the needs of
Mrs Burton and other customers.
best method to meet the client's needs is effective communication. Employees must establish
The
communication
with the customer in a way that shows an interest in what the customer needs and
an interest in helping them find the best product.

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g. What are variations within a limited product and service range?

These variations are related to the characteristics and technical specifications of each product. That
is why it is important to offer training directly from suppliers to employees, so when the customer is
looking for a certain product, employees will be able to offer options based on the customer's needs.
In addition, it is important to emphasize that the main training is on communication, in order to
establish an effective understanding between the consumer and the company.

h. Describe how you will assist customers to evaluate service and/or product options to
satisfy their needs.

Providing constant training on products and customer service, how to communicate effectively, so
that
both the work team is prepared and the customer is satisfied with the service. For that it is
necessary:

- Listen carefully to the customer's needs;

- Inquire for details of the product sought;
- Communication in a clear and respectful way;
- Be available to clarify doubts and to listen to suggestions.

i. Explain how you will apply organisational protocols to meet team expectations
associated with your own work.
seek quality in customer service, the protocols to be followed must address:
To
- Identify the team's weaknesses and seek improvements;
- Constant training on products, services and customer service;
- Develop public speaking courses to improve communication between client and staff;
- Develop S.M.A.R.T.

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j. Explain why it is important to develop and implement plans for routine and non-routine
tasks (what are the objectives?)
It is important to implement plans for routine and non-routine tasks as each company employee has
different
roles and is used to performing the same service every day. In addition to planning for the
normal day-to-day routine, it is also necessary to organize yourself to solve different problems that
may arise. In a meeting with the work team, weekly schedules can be defined so that everyone can
reach the company's expectations together, so the team will be more united and willing to work
together focusing on the same goal.

k. Describe how you will align BizOps’s goals and expectations to achieve desired sales and
customer satisfaction.
achieve the goals of sales and customer satisfaction, it is important to align customer service
To
with
customer's expectations. To carry out this alignment, it is necessary to know the main
complaints, answer them and correct them, so that the customer can be aware that the company
cares about what they think about the service.To achieve this goal of good sales and great service,
it is necessary to:
- Be quick and flexible to solve possible customer problems, deadlines for resolution are important
for the customer to know that the company is serious.
- Be transparent in the prices of each product, do not surprise the customer with built-in fees that
will only appear when paying the bill.
- If the customer has any problems or complaints, offer support and suggestions to solve what was
proposed.
- Last but not least, be respectful to your customers. Have clear communication and treat everyone
equally.
l. Explain the potential difficulties in customer service.

There are several difficulties that customer service can face in everyday life, after all we are dealing
with
people of different personalities. Some of these difficulties can be:

- Not understanding the customer's problem;

- Not knowing how to solve the customer's problem, or even not being able to solve it;
- Do not obtain the exact tools to solve;
- Be dealing with a problem with an extremely rude customer;
- Not being able to give what the client asks for;
- No more product in stock;

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m. Describe how you will establish regular communication with customers.

order to communicate better with customers, it is important to take the following steps:
In

- Build a relationship with the customer, get to know them better and write down information about
what they are talking about.

- Listen carefully and attentively, try to capture as much information as possible from the customer.
Show interest in what is being said;

- Determine some customer service standards;

- Choose the best way to contact the customer (call, email, etc.);

- Deliver a respectful and efficient customer service.

n. Describe how to establish, maintain and expand relevant networks to ensure
appropriate referral of customers to products and services internal and external to the
organisation.

Communication and respect are two essential tools to build a lasting relationship, this serves for life
and
for work. To establish, maintain and expand networks, some procedures can be done:

- Invest in constant training of staffs;

- Invest in improvements in customer service;

- Invest in a good relationship with the customer;

- Invest in sales techniques and strategies;

- Adopt SMART plans;

o. What procedures might you implement to ensure that decisions about the targeting of
- Hold meetings with the team in order to improve and achieve objectives;
customer services are based on up-to-date information?
Maintain
-To a good
keep the systemrelationship
always upwith suppliers;
to date, you need to keep records at all times. Thus, the company
will
have more knowledge when dealing with customers, suppliers, and employees. With these
- Strengthen
updated teamthe
records, spirit, so thatcan
company together
managethey cooperate
the toquantities
types and achieve the same goals.
of products most sold and
most requested by customers, and can offer better services based on the current choices that
customers make. Or even, you can conduct customer surveys to make better sales and customer
services in the future.

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p. Explain why it is essential that up-to-date procedures and other workplace

documentation communicate complex information clearly and effectively.
It is important to keep the company's policies and procedures always up to date to avoid major
problems,
such as the one shown in the customer's complaint. It is necessary that the procedures
are clear to everyone so that there is an understanding that there are rules in the company that
need to be followed in order to maintain order and good service, understanding that the satisfied
customer is the pillar that sustains the sales success of a company. Keeping information about
customers always on record also facilitates the work of employees, who will be able to access this
data and offer excellent customer service, with clarity and efficiency.

q. In your new role, how will you make sure that procedures are put in place to ensure that
referrals are based on matching customer needs with availability of products and
services?
ensure that the procedures are following the references registered in the company's system and
To
to
meet the needs of customers about products and services sought, as a Manager, I will create an
algorithm that when placing the product code, will return me with all the data, technical
specifications , quantity in stock and suppliers. Thus, my employees will have more agility in service
and will be able to meet customer expectations.

r. Explain how you will assist BizOps’s customers to ensure their needs are clearly
articulated.
the team manager, meeting the company's requirements, I will train my employees more to
As
provide
better service, I will offer public speaking courses for those who have difficulty
communicating, I will be more present at the physical store to follow up the calls personally and
write down important information of the observations that I will do during the working day. Thus, I
will be able to address in the meetings what I could observe in the behavior of employees and
customers, and I will be able to suggest improvements and tips on how to improve service.

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s. How should BizOps maintain records of customer interaction in accordance with

organisational procedures?
company records must follow company policies and procedures. Therefore, it is necessary to
All
manage
which records should be kept, selecting the degree of importance, date, what should be
registered, the place that should be registered, maintaining the organization so that those
responsible who have access to this system can find this data with ease. If the records are
confidential, only those who have permission will be able to access such documents, according to
company regulations.

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TASK 4: Role-play & Observation

Purpose Your performance will be documented while being observed by your
assessor.

Role-play After replying to the customer complaint by Mrs. Dorothy Burton, you
Scenario will be making a phone call to confirm the customer has received your
email and offering her ongoing support to address her purchasing needs.
This will need to include providing product options and making the
customer a special offer in line with company policy.
In your conversation with the customer you will need to reflect your
customer service skills and be familiar with BizOps business and service
policies, including:
§ Unique selling position (BizOps Business Plan extract)
§ Customer Service Policy
§ Customer complaints policy

Role-play You will participate in a phone call role play with another student. You
instructions will be the “Customer Service Liaison Manager” at BizOps Enterprises
and another student or colleague can take the part of the female
customer, Mrs. Dorothy Burton.
You may record your phone-call using your phone or other device and
play your recording to your trainer/assessor who will assess your
performance according to the checklist below. Alternatively, you may
perform your phone-call role play live, in front of your trainer/assessor.
Your trainer/assessor will assess your required skills and knowledge
according to the observation checklist when you present your phone call
recording in person or perform your role-play live.

Resources The following materials are required for this observation to be

required undertaken:
ž Computer/office equipment
ž Relevant organisational guidelines, policies, procedures,
templates and forms related to customer service

Assessment Your assessment will be conducted in a simulated work environment,

conditions where evidence shows consistent performance of typical activities
experienced in the customer service field of work and you will have
access to:
§ office equipment and resources
§ business technology
§ examples of products/services and promotional strategies

Reasonable If you are unable to undertake the role-play as designed, please speak to
adjustment your assessor.

§ interaction with others.

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Observation checklist
You will demonstrate the following performance criteria:

Clearly articulating customer’s needs using:

§ language suitable to diverse audiences

§ active listening and effective questioning

§ techniques to confirm understanding and encourage feedback

Communicate effectively with customers using:

§ appropriate warm and friendly voice tone

§ Open & closed questioning to meet customer’s needs

Explaining products/services and how they match customer needs

Recognising and taking responsibility for addressing predictable and non-predictable

problems by:

§ contacting the customer and addressing customer issues

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