BSBCUS402

PART A - Questioning

Question 1: Explain how you would communicate effectively to ensure that you
fully explore and understand the needs of your customers.

Answer: Good salesmen need to develop skills and effective abilities to provide to
the customers the right overview about the products and the company.

Question2: Recall a time when you had to offer a customer an alternative product
or service (product match). How did you evaluate the alternative product or service
to ensure it satisfied your customer’s needs?

Answer: I did a research about the customer’s needs and if was possible offer a
similar product/service with the same specification to satisfy everything that the
client expects. Do not pressure customers into making unwanted purchases.

Question 3: When and how would you appropriately communicate a customer’s

rights and responsibilities?

Answer: When selling a product or service, it is necessary be able to describe the

product or service as accurately as possible. Salespeople must fulfil obligations and
provide information according Federal and state laws, and company policy and
guidelines.

Question 4: Explain what is meant by prioritising preferred sales options and

provide an example.

Answer: It means to explore several options and consider pros and cons.
Remembering also that the ultimate goal is a in-win situation where client’s needs
are met and the salesperson can make the sale after both reach a satisfactory
understanding.

Question 5: Describe a situation where you were faced with a difficult customer.
What appropriate actions did you take to ensure you were able to meet their
purchasing needs?

Answer: When closing a sale, the salesperson needs to make sure things such: The
agreed price of the product or service; any additional costs; the date that payment is
due is clear; the method of delivery has been established; the quality of product has
been confirmed; and some more things.
Question 6: List four methods that a sales attendant could use to establish
effective regular communications with their customers.

Answer: Examples of effective communications: Maintaining eye contact during

face-to-face interactions (unless culturally inappropriate) giving to the customer your
undivided attention; using active listening techniques; handling confidential issues
with care and sensitivity.

Question 7: Explain the importance of the product/service referral process and the
role networking provides in supporting customer needs.

Answer: Networks can be useful when seeking, receiving or providing information to

customers, suppliers and colleagues. To have effective networking, the key is
identifying influencers. Referrals of customers come from numerous sources, and
good referrals are extremely valuable and should not be treated lightly. Record the
source of useful referrals and to thank people and businesses is really important.

Question 8: List three organisational technologies that can be deployed to ensure

that organisations standardise customer service feedback and provide up-to-date
product information.

Answer: Websites and online feedbacks, forms, statistical packages and

spreadsheets to analyse customer information collected, and phone systems to allow
customers to provide feedback, are organisational technologies that can be
deployed.

Question 9: Why is important to obtain informed consent from a customer? Provide

an example.

Answer: It is important to show about the risks and benefits, obtain their consent
before the research and keep the participants informed.

Question 10: When maintaining textual customer data, how can you ensure that
the content of the information is applied to individual customers within
organisational customer relationship management (CRM) systems?

Answer: Because the traditional marketing is based on a single exchange or an one-

off sale. The CRM focuses on high levels of customer service and commitment and
empowerment.

PART B – Project: Addressing customer needs at Bizops Enterprises

1. Write an email response to the customer who has made a complaint. Use the
appropriate structure, grammar and clear language.
Answer: Hi Mrs Dorothy Burt! I sincerely apologize for any trouble that you had in
our shop. I was absent resolving some financial problems at the bank. I would like
to have the liberty of make an appointment with you and say sorry personally.
Besides that I want to clarify that those people involved are being asked and
possibly they will have to move to another sector or shop, but after they remember
the basic things in our business according to the main purpose of the company:
Always give attention to the clients and help them to satisfy their needs when
looking for products or services.

Please, do not hesitate to come to our shop and I can assure to you that day
happened misunderstandings. We are open from 8:00am until 9:00pm and certainly
could provide to you a range of good products to supply your necessity. And the
best thing, we can offer you 20% discount in any product you purchase. I hope hear
from you soon and next time I will personally attend you.

Sincerely,

Brian Steven

General Manager

BizOps Enterprises

2. Prepare the following using the templates provided:

a) Customer complaint feedback form

Customer complaint feedback form

Customer C28641DB
complaint
reference number
Name of customer Dorothy Burton

Customer contact +61 0406 874 708

details

Date complaint 21/03/2017

received
Complaint details Client complained about behaviour of staff inside the shop.

Description of Workers did not give attention enough or help to the

product or service customer. The staff was playing on their mobile phones
fault and one of them laughed at her face.

Date of 22/03/2017
acknowledgment
Corrective action A talking to the work team.

Has the problem Yes.

been resolved?
If not, to whom
was the problem
transferred?
Date customer 23/03/2017
notified of
resolution
Referred for third No.
party resolution?
How will the Better training of the work team.
problem be
avoided in the
future?

Policy or procedure All complaints must be documented; complaints must be

amendments investigated and actions taken to resolve a customer
required complaint; Customers must be informed of the results of
any investigation made as a result of their complaints. Any
information gathered through the customer complaints
process will be stored in accordance with the Privacy Act
1988 (Cth), any state-based privacy Acts and the BizOps
privacy policy.
Resources required Customer complaints procedure, which is located on
BizOps intranet in the policies and procedures section.
Signed off by Brian Steven
Name
 Customer Service Liaison Manager
Position

b) Customer complaint register

Custo Date Custo Receiv Date Referr Resolut Close

mer mer ed by acknowled ed to ion out
compla ged date
int
referen
ce
numbe
r
A talking
C28641 21/03/2 Dorothy Brian 22/03/2017 staff 24/03/2
to the
DB 017 Burton Steven work 017
team.

c) Customer service plan

Vision
BizOps vision is provide the highest level of service to our customers and generate
satisfaction to them.

Overview

I am preparing this plan to clarify the goals and objectives of the company. The
work team will be trained in providing effective customer service and general
communication skills during their induction period. We expect also the excellent
outcome provenient this training.

Objectives

Specific and clear goals to work within the team; measure completion; weigh the
effort, time and all costs involved in your objective; be realistic about the
achievement desired; establish clear deadlines to avoid misunderstanding and
complete the tasks on time.

Customer definition

All customers will be treated by us in a professional, fair and impartial manner with
the most courtesy and respect. We will endeavour to deliver a quality service for all
people involved according to their respective backgrounds, age, gender, etc. Our
staff is prepared to show courtesy to clients in all situations.

Customer feedback

We heard and collected many ideas from different groups of customers. What they
would like to use, what kind of treatment they expect to receive in a shop, etc.

Gap analysis

We found gaps within the kids sector and now we are working on it to develop
better strategies to improve our sales. While we had two workers in adults sector
and just one in kids sector, we perceived that the sales in the kids sector decreased
because many people wanted buy but few people could attend them. So, they gave
up to buy the kids stuff.

Improvement strategies
Some important recommendations to improve our strategies are:
Identify the type of customers we have; conduct internal and external customer
satisfaction interviews to know how much they like a product or service offered by
the company; measure the current performance of each customer service process;
identify improvement opportunities for each customer service process; develop
implementation plans.

Communication processes

The communication processes could be transmitted by many mechanisms such as

meetings, newsletters, forums, reports.

Time lines

The timelines must include many things for the success of the organisation:
strategic planning; marketing goals; schedule; communications; sales support;
metric; etc.

Example:

DELIVERY TIMELINE

Budget

(Outline the implementation and training costs)

Steps that need be implemented:

Develop a work plan and list all activities. For each activity we will create a list
about the sources required and tasks necessary to realise them. Inside each group
 shown we will summarise all the costs provenient from salaries, materials,
incentives, rentals, hospitality, transport, etc. Finalise costs and its total and show a
budget estimate for the programme.

Summary

Key recommendations about the customer service plan: Pay attention about the
description of our business; the vision and mission shared. Keep in mind the main
values and what we all can do together to hit the goals and objectives to
demonstrate the best services or products to our customers; let us keep them
interested. Market research is extremely necessary, with work team well trained
and financial plan well defined.

3. Respond to the following in a comprehensive customer service report:

a) Explain in detail how you plan to prevent this situation from occurring
again.

Answer: Keep focus on the problem found, talk to the work team and all
together, try to reach a desired outcome that could satisfy all customer’s
needs.

b) Explain how sales staff need to match available products and services to
ensure they meet every customer’s needs.

 Answer: The sales staff will need to match the right product or service
with the right price and the right place using all the mechanisms existents. Display
the good promotions to retain the attention of customers and initiate the deal. Verify
if the products are working well, if the services will be delivered on time. The
specification of the product or service is really important, such as the correct price,
features, etc.

c) Describe the process or training that needs to be undertaken to ensure
staff are able to outline details of BizOps’s products or services and
provide customer service in line with the customer service policy.
 Answer: BizOps staff will be trained in providing effective customer service
and general communication skills during their induction period. All staff are
expected to: • provide high quality customer service • identify poor
customer service • report poor customer service to their supervisor, team
leader or manager.

d) Describe products/services that could have matched Mrs Burton’s needs

and why.

Answer: Smartphones, laptops. Because nowadays they also have a range

of programs and apps that could facilitate the customer’s life and connect
to the internet whenever the customer wishes. Besides that there are
gadgets with big memory to save all data. Alternatives suggested can
provide to the customers more tranquillity and confidence to realise their
purchases.

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

Answer: All customers have rights and responsibilities defined and

protected by a framework of laws, regulations and codes of practice.
Legislation and guidelines are intended to protect customers when they
buy products and services.

f) Explain future methods or processes that could be used to meet Mrs

Burton’s and other customers’ needs.

Answer: It is necessary catch up the customers’ attention; arousing on

them the interest when explaining all benefits involved about the product
or service. The salesperson needs develop strong, trusting professional
relationships over an extended period of time with the clients. Always
listen to the customers and pay attention about what they have to say.

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

Answer: If a company has limited product and service range because or

the demand is really high or the company does not have the resources
enough to guarantee the sales, then should use product diversification.

h) Describe how you will assist customers to evaluate service and/or product
options to satisfy their needs.
 Answer: To assist customers and meet their needs it is necessary obtain
the knowledge about the products and services in many ways. Technical
specification, utility, etc. Explaining the benefits the products and services
have to help them daily. It is important provide advice to help customers
and listen them carefully.

i) Explain how you will apply organisational protocols to meet team

expectations associated with your own work.

Answer: Working with the right people, building an atmosphere of

cooperation, being S.M.A.R.T. Using the most important factor in
successful team work: Communication.

j) Explain the objectives behind developing and implementing plans for

routine and non-routine tasks.

Answer: In routine tasks the workers are more likely to communicate to

other colleagues. That is the main objective. Keep the work team close and working
together for the same goals. On the other hand, in non-routine tasks to the workers
is given the opportunity to work a little bit distant from each other to find solutions
for problems under a decentralized environment.

k) Describe how you will align BizOps’s goals and expectations to achieve
desired sales and customer satisfaction outcomes.

Answer: Financial stability: - Increase revenue by 15% (compared to the

previous 12 months) by the end of the financial year - Maintain annual
profit levels of 15% of revenue for all products and services, calculated at
the end of each financial year - Reinvest 75% of profit back into the
business at the end of each financial year. Market position: - Maintain the
number one rating in the annual national industry customer service
awards - Launch new high quality exclusive consumer products to meet
customer demand, ahead of competitors, within budget and by the agreed
deadlines • Right people: - Provide induction training at the
commencement of employment to train new employees to be
knowledgeable, helpful and enthusiastic - Provide the financial, physical,
human and time resources to support an annual professional development
program for all BizOps employees.

l) Explain the potential areas of difficulty in customer service delivery.

Answer: If you know where are the gaps found between the customer’s
needs and what the organisation can deliver, then you can define
 procedures to reduce future customer dissatisfaction. The main potential
areas of difficulty in customer service delivery are: The time taken to be
attended and the lack of politeness of the salesperson. In addition, we
also can perceive problems related to: Damaged goods; poor product
packaging; billing and payment errors; inflexible purchasing conditions;
parts or instructions missing from a product; products or services not
being as described in terms of function or quality and/or not fit for the
customer’s intended purpose.

m) Describe how you will effectively establish regular communication with

customers.

Answer: Putting them (customers) at ease is likely to make a customer

receptive to communication, which, if handled correctly, can lead to the
development of an ongoing business relationship. Establish contact with a
customer and reinforce the relationship via regular communication to
maintain the connection. But, do not overwhelm the customer with too
much information and offer links to specials or loyalty programs that could
benefit them.

n) Outline how to establish, maintain and expand relevant networks to

ensure appropriate referral of customers to products and services internal
and external to the organisation.

Answer: Being well positioned with skills and attitude to communicate

effectively with customers. The best way to ensure continued referrals is
to reciprocate where possible. Referrals can be obtained from existing
customers, a professional or industry association, a service or recreational
club you belong to, another professional you do business with, a
complementary business.

o) What procedures might you implement to ensure that decisions about the
targeting of customers services are based on up to date information?

Answer: Keeping records because records help to provide better service;

access to recorded information; gather information from competitors and
customers through market research to gain advantages over other
companies and create good business strategy; maintain regular contact
with customers reaching them by their preferred communication channel,
such as e-mail, printed mail, telephone contact. Analyse customer
feedback is another useful mechanism to improve services and increase
the target audience.
 p) Explain why it is essential that up-to-date procedures and other workplace
documentation communicate complex information clearly and effectively.

Answer: To guarantee the safety and welfare of workers and others in the
workplace. Organisations must update their policies and procedures and
provide documentation, information and training to their employees.

q) In you new role, how will you ensure procedures are put in place to
ensure that referrals are based on matching customer needs with
availability of products and services?

Answer: The effect on a business can be negative or positive if a product

or service is recommended and then it can’t be supplied. How to prevent
this? To prevent this negative situation from occurring, you will need to
make sure supply chains are reliable, relationships with suppliers are
maintained and stock levels are accurately monitored. Stock levels are
monitored with an inventory management system in many organisations,
that is what reduces the risk of running out of a particular item during a
period of high demand.

r) Explain how you will assist BizOps’s customers to ensure their needs are
clearly articulated.

Answer: Learn about products and services to give the customers the
tranquillity to follow with the deal; recognise the need of a customer,
suggest alternatives when possible; describe products and/or services
accurately; treat customers equally; explain exchanges and refunds
policies. Be open to listen and demonstrate politeness when dealing with
customers. Build trust and provide advices that could help the customer’s
life.

s) How should BizOps maintain records of customer interaction in accordance

with organisational procedures?

Answer: Any record-keeping processes should be explicitly set out in

organisation procedural manuals or similar. Because maintaining records of customer
relationships allows organisations to move from predominantly one-off transactions
to repeat business over a longer time period. Companies need mechanisms in place
to gather, store and analyse customer information. This includes contact data and a
history of customer business, including: products purchased; volume or number
purchased; frequency; location; method and reliability of payment; relevant or useful
comments. Collating internal and external feedback such as: websites, email
systems, phone systems, etc.

PART C – Project: Addressing customer needs at work

1. Provide details of a customer service complaint. Write a response to this

customer. Use the appropriate structure, grammar and clear language.

Answer: Hi Mrs Ellen Smith! I sincerely apologize for any trouble that you had in our
shop. I was absent verifying some financial problems at the bank. I would like to
have the liberty of make an appointment with you and say sorry personally. Besides
that I want to clarify that those people involved are being asked and possibly they
will have to move to another sector or shop, but after they remember the basic
things in our business according to the main purpose of the company: Always give
attention to the clients and help them to satisfy their needs when looking for
products or services.

Please, do not hesitate to come to our shop and I can assure to you that day
happened misunderstandings. We are open from 8:00am until 9:00pm and certainly
could provide to you a range of good products to supply your necessity. And the
best thing, we can offer you 20% discount in any product you purchase. I hope hear
from you soon and next time I will personally attend you.

2. Prepare the following based on the customer service complaint:

a) Customer complaint feedback form

Customer C28649DB
complaint
reference number
Name of customer Ellen Smith

Customer contact +61 0406 874 715

details
Date complaint 21/05/2017
received
Complaint details Client complained about behaviour of staff inside the shop.

Description of Workers did not give attention enough or help to the

product or service customer. The staff was playing on their mobile phones
fault and one of them laughed at her face.

Date of 22/05/2017
acknowledgment
Corrective action A talking to the work team.

Has the problem Yes.

been resolved?
If not, to whom
was the problem
transferred?
Date customer 24/05/2017
notified of
resolution
Referred for third No.
party resolution?
How will the Better training of the work team.
problem be
avoided in the
future?

Policy or procedure All complaints must be documented; complaints must be

amendments investigated and actions taken to resolve a customer
required complaint; Customers must be informed of the results of
any investigation made as a result of their complaints. Any
information gathered through the customer complaints
process will be stored in accordance with the Privacy Act
1988 (Cth), any state-based privacy Acts and the BizOps
privacy policy.
Resources required Customer complaints procedure, which is located on
BizOps intranet in the policies and procedures section.
Signed off by Brian Silvester
Name

Position Customer Service Liaison Manager

b) Customer complaint register

 Custo Date Custo Receiv Date Referr Resolut Close
mer mer ed by acknowled ed to ion out
compla ged date
int
referen
ce
numbe
r
A talking
C28649 21/05/2 Ellen Brian 22/05/2017 staff 25/05/2
to the
DB 017 Smith Silveste work 017
r team.

c) Customer service plan

Vision

BizOps vision is provide the highest level of service to our customers and generate
satisfaction to them.

Overview

I am preparing this plan to clarify the goals and objectives of the company. The
work team will be trained in providing effective customer service and general
communication skills during their induction period. We expect also the excellent
outcome provenient this training.

Objectives

Specific and clear goals to work within the team; measure completion; weigh the
effort, time and all costs involved in your objective; be realistic about the
achievement desired; establish clear deadlines to avoid misunderstanding and
complete the tasks on time.

Customer definition

All customers will be treated by us in a professional, fair and impartial manner with
the most courtesy and respect. We will endeavour to deliver a quality service for all
people involved according to their respective backgrounds, age, gender, etc. Our
staff is prepared to show courtesy to clients in all situations.

Customer feedback

We heard and collected many ideas from different groups of customers. What they
would like to use, what kind of treatment they expect to receive in a shop, etc.

Gap analysis

We found gaps within the kids sector and now we are working on it to develop
better strategies to improve our sales. While we had two workers in adults sector
and just one in kids sector, we perceived that the sales in the kids sector decreased
because many people wanted buy but few people could attend them. So, they gave
up to buy the kids stuff.

Improvement strategies

Some important recommendations to improve our strategies are:

Identify the type of customers we have; conduct internal and external customer
satisfaction interviews to know how much they like a product or service offered by
the company; measure the current performance of each customer service process;
identify improvement opportunities for each customer service process; develop
implementation plans.
Communication processes

The communication processes could be transmitted by many mechanisms such as

meetings, newsletters, forums, reports.

Time lines

The timelines must include many things for the success of the organisation:
strategic planning; marketing goals; schedule; communications; sales support;
metric; etc.

Example:

DELIVERY TIMELINE

Budget

(Outline the implementation and training costs)

Steps that need be implemented:

Develop a work plan and list all activities. For each activity we will create a list
about the sources required and tasks necessary to realise them. Inside each group
shown we will summarise all the costs provenient from salaries, materials,
incentives, rentals, hospitality, transport, etc. Finalise costs and its total and show a
budget estimate for the programme.
 Summary

Key recommendations about the customer service plan: Pay attention about the
description of our business; the vision and mission shared. Keep in mind the main
values and what we all can do together to hit the goals and objectives to
demonstrate the best services or products to our customers; let us keep them
interested. Market research is extremely necessary, with work team well trained
and financial plan well defined.

3. Respond to the following in a comprehensive report :

a) Explain in detail how you plan to prevent this situation from occurring
again.

Answer: Keep focus on the problem found, talk to the work team
and all together, try to reach a desired outcome that could satisfy all
customer’s needs.

b) Explain how sales staff need to match available products and services
to ensure they meet every customer’s needs.

 Answer: The sales staff will need to match the right product or
service with the right price and the right place using all the mechanisms existents.
Display the good promotions to retain the attention of customers and initiate the
deal. Verify if the products are working well, if the services will be delivered on time.
The specification of the product or service is really important, such as the correct
price, features, etc.

c) Describe the process or training that needs to be undertaken to

ensure staff are able to outline details of your organisation’s products
or services and provide customer service in line with the customer
service policy.

Answer: The staff need be trained to provide effective customer

service and general communication skills during their induction
period. All staff are expected to: • provide high quality customer
 service • identify poor customer service • report poor customer
service to their supervisor, team leader or manager.

d) Describe products/services that could have matched the customer’s

needs and why.

Answer: It is necessary obtain the correct knowledge about a range

of products/services and show them to the client. Alternatives
suggested can provide to the customers more tranquillity and
confidence to realise their purchases.

e) Explain the customer’s consumer rights and responsibilities.

Answer: Federal and state laws, and company policy and guidelines,
will influence your contact with customers. To meet your
responsibilities when selling a product or service, it is necessary to be
able to provide all the description of the product/service as accurately
as possible, explaining to the customers the organisation’s after sales
service and warranty policies and procedures.

f) Explain future methods or processes that could be used to meet the

customer in question and the other customer’s needs.

Answer: Most successful businesses need to communicate very well

with established customers. It is much easier to maintain existing
customer than to be constantly seeking to replace them with new
ones. Because of this, some methods are really important such as:
email, letter, calendar, flyer, , etc. And also we cannot forget:
seminars, information sessions, telephone calls, advertising in public
media, doorknocking, product samples, birthday offers, etc.

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

Answer: If a company has limited product and service range because or

the demand is really high or the company does not have the resources
enough to guarantee the sales, then should use product diversification.

h) Describe how you will assist customers to evaluate service and/or

product options to satisfy their needs?

Answer: To assist customers and meet their needs it is necessary

obtain the knowledge about the products and services in many ways.
 Technical specification, utility, etc. Explaining the benefits the
products and services have to help them daily. It is important provide
advice to help customers and listen them carefully.

i) Explain how you will apply organisational protocols to meet team

expectations associated with your own work.

Answer: Working with the right people, building an atmosphere of

cooperation, being S.M.A.R.T. Using the most important factor in
successful team work: Communication.

j) Explain the objectives behind developing and implementing plans for

routine and non-routines tasks.

Answer: In routine tasks the workers are more likely to communicate

to other colleagues. That is the main objective. Keep the work team
close and working together for the same goals. On the other hand, in
non-routine tasks to the workers is given the opportunity to work a
little bit distant from each other to find solutions for problems under
a decentralized environment.

k) Describe how you will align your organisation’s goals and

expectations to achieve desired sales and customer satisfaction
outcomes.
Answer: To align the organisation’s goals and expectations to achieve
desired sales and customer satisfaction it is necessary provide advice
to help customers choose and this advice could be relevant,
constructive, consistent, specific or realistic. It is necessary listen
carefully the customers and build trust. By establishing these
parameters the salesperson can be seen as an expert by the
customer.

l) Explain the potential areas of difficulty in customer service delivery.

Answer: If you know where are the gaps found between the
customer’s needs and what the organisation can deliver, then you can
define procedures to reduce future customer dissatisfaction. The main
potential areas of difficulty in customer service delivery are: The time
taken to be attended and the lack of politeness of the salesperson. In
addition, we also can perceive problems related to: Damaged goods; poor
product packaging; billing and payment errors; inflexible purchasing
conditions; parts or instructions missing from a product; products or
services not being as described in terms of function or quality and/or not
fit for the customer’s intended purpose.

m) Describe how you will effectively establish regular communication

with customers.

Answer: Putting them (customers) at ease is likely to make a

customer receptive to communication, which, if handled correctly,
can lead to the development of an ongoing business relationship.
Establish contact with a customer and reinforce the relationship via
regular communication to maintain the connection. But, do not
overwhelm the customer with too much information and offer links to
specials or loyalty programs that could benefit them.

n) Outline how to establish, maintain and expand relevant networks to

ensure appropriate referral of customers to products and services
internal and external to the organisation.

Answer: The best way to ensure continued referrals is to reciprocate

where possible. Good referrals are extremely valuable and should not
be treated lightly. It is good if you record the source of useful
referrals and be sure to thank people and businesses that have
assisted you.

o) What procedures might you implement to ensure that decisions about

the targeting of customer services are based on up to date
information?

Answer: Keeping records because records help to provide better

service; access to recorded information; gather information from
competitors and customers through market research to gain
advantages over other companies and create good business strategy;
maintain regular contact with customers reaching them by their
preferred communication channel, such as e-mail, printed mail,
telephone contact. Analyse customer feedback is another useful
mechanism to improve services and increase the target audience.

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

workplace documentation communicate complex information clearly
and effectively?
 Answer: To guarantee the safety and welfare of workers and others
in the workplace. Organisations must update their policies and procedures
and provide documentation, information and training to their employees.

q) In your new role, how will you ensure procedures are put in place to
ensure that referrals are based on matching customer needs with
availability of products and services?

Answer: The effect on a business can be negative or positive if a

product or service is recommended and then it can’t be supplied.
How to prevent this? To prevent this negative situation from
occurring, you will need to make sure supply chains are reliable,
relationships with suppliers are maintained and stock levels are
accurately monitored. Stock levels are monitored with an inventory
management system in many organisations, that is what reduces the
risk of running out of a particular item during a period of high
demand.

r) Explain how you will assist customers to ensure their needs are
clearly articulated?

Answer: Learn about products and services to give the customers

the tranquillity to follow with the deal; recognise the need of a customer,
suggest alternatives when possible; describe products and/or services
accurately; treat customers equally; explain exchanges and refunds
policies. Be open to listen and demonstrate politeness when dealing with
customers. Build trust and provide advices that could help the customer’s
life.

s) How should the organisation maintain records of customer interaction

in accordance with organisational procedures?

Answer: Any record-keeping processes should be explicitly set out in

organisation procedural manuals or similar. Because maintaining
records of customer relationships allows organisations to move from
predominantly one-off transactions to repeat business over a longer
time period. Companies need mechanisms in place to gather, store
and analyse customer information. This includes contact data and a
history of customer business, including: products purchased; volume
or number purchased; frequency; location; method and reliability of
payment; relevant or useful comments. Collating internal and
external feedback such as: websites, email systems, phone systems,
etc.