1.

Review the assessment 2 scenario information and simulated business documentation, including
policies and procedures for Melbourne Car World in the additional information.

Melbourne car world's growing business is totally based on its customer service so we have to give more
focus on it. For this service staff should be well trained so that and has good knowledge of rights as well.
he should be having good knowledge of customers rights so that he cannot exploit them and do not face
any problem. As customers expect more from the company, so quality of service should be gone from
competitive advantage to necessity. as research shows that some customers stop using a particular
company because of poor service and unhelpful staff. In order to improve the service of our company so
that our new venture is oriented, we will need to evaluate our current service, investigate our
customer's needs, and develop a flexible customer service policy.

I am a sales and customer service representative in the West Dealership of Melbourne Car World.
Consider the following information.

 manager, Pat Marks, has asked you to participate in a sales promotion to offer discounts of as
much as 15% on listed car prices. Under supplier contract, discounts cannot be applied to modifications
and additions.

 Due to problems with suppliers and unanticipated demand, there is a 1-month waiting period
for modifications: safety options, sunroofs, spoilers, window tinting, etc. Some additions such as roof
racks, floor mats, etc., have a 2-month waiting period. If required, customers may take possession of
automobiles without required additions in one month, with additions to be fitted later.