BSBMKG440 Assessment Task 2

Assessment
Task 2
Apply marketing
communication across a
convergent industry
BSBMKG44O
BSBMKG440 Apply marketing communication across a convergent V3 industry 2021 Page 1

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Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own The
Boardroom Collective and I have not cheated or plagiarised the The Boardroom Collective or colluded
with any other student(s)
◻ I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
Unit Title
Unit Code
Student
name
Student ID
number
Student Date
signature
Task Number

------OFFICE USE ONLY-----
For Trainer and Assessor to complete:
◻ Student requested reasonable adjustment for the assessment
DNS
Completed successfully Comments
N
Did the student satisfactorily:
The student has satisfactorily completed ☐ ☐ ☐
and submitted the following documents:
o Task 2.1 Prepare cross sector

marketing tools and techniques:
o A report
o Samples of at least 2 marketing
techniques
o Task 2.2 Apply convergent

marketing communications:
o Implementation plan
o Social media policy
Identify the convergent environment for ☐ ☐ ☐

marketing communication in establishing
a client solution, including:
 reviewing the traditional roles and
client groups serviced by the
marketing, advertising and public
relations sectors
 utilising the impact of capacity in
communications technology
 utilising the impact of ubiquitous
enabled mobile devices
 integrating the rise in 'customer-
centric' and the 'empowered
customer' in client solutions
This is evidenced by:

 Report
 Samples of at least 2 marketing
techniques
develop client and customer messaging ☐ ☐ ☐

that can be engaged by a target group

Y
DNS
N
across multiple distribution points

 Report
techniques
create fit-for-purpose tools, techniques ☐ ☐ ☐

and solutions that are effective within a
convergent media environment

 Report
techniques
 Social media policy
 Implementation plan
establish processes that empower ☐ ☐ ☐

customers

 Report
techniques
 Student demonstrated/user-tested
the marketing communication tool
they developed and gathered
feedback- provide feedback in
comments
work with client and customers to

implement an integrated solution within a
highly iterative environment
 Presents information and seeks
advice using language
appropriate to audience
 Selects and uses appropriate
conventions and protocols
when communicating with
internal and external parties to
seek or share information
 Works positively with those

Y
DNS
N
from other disciplines to
achieved desired outcomes for
organisation and clients

 Report
techniques
comments
 Student was observed working with
their creative team during class –
provide feedback in comments
engage effectively with experts and others

within the industry.

 Report
comments
 Student was observed working with
their creative team during class –
provide feedback in comments
Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐
Student Name:
Assessor Name:
Assessor Signature:
Date:

Table of Content
Student Declaration.................................................................................................... 2
Task 2 – Apply marketing communication across a convergent industry....................7
Task 2.1 Prepare cross sector marketing tools and techniques.................................11
Task 2.2 Apply convergent marketing communications............................................13
Appendix 1 – Case study.......................................................................................... 16
Appendix 2 – Marketing and Communications Policies and Procedures

Task 2 – Apply marketing communication across a
convergent industry
Task summary and instructions
What is this You will work with your creative team to plan, develop and
assessment task implement convergent marketing tools and techniques to
about? address the case study.
To complete this task, please refer to Appendix 1 – Case

study at the end of this assessment document.
This task comprises of project work and a user test or

demonstration in a simulated work environment.
You are required to work with your creative team to:
o develop a report outlining plans for cross-sector

marketing tools and techniques.
o conduct a demonstration or user test of your
marketing tool
o develop a social media policy
o develop an implementation plan.
It has been designed to evaluate your ability to:
o Identify the convergent environment for marketing

communication in establishing a client solution,
including:
o reviewing the traditional roles and client groups
serviced by the marketing, advertising and
public relations sectors
o utilising the impact of capacity in
o utilising the impact of ubiquitous enabled
mobile devices
o integrating the rise in 'customer-centric' and the
'empowered customer' in client solutions
o develop client and customer messaging that can be
engaged by a target group across multiple distribution
points
o create fit-for-purpose tools, techniques and solutions
that are effective within a convergent media
environment

o establish processes that empower customers

o work with client and customers to implement an
integrated solution within a highly iterative
environment
o engage effectively with experts and others within the
industry.
You are required to address the following:

o Task 2.1 Prepare cross sector marketing tools
and techniques:
o Prepare a short report identifying the cross
sector marketing tools and techniques you have
chosen to address the case study
o Task 2.2 Apply convergent marketing
communications:
o Demonstration or user test of your marketing
communication tool/s
What do I need to  submit the completed assessment tasks, according to

do to complete this instructions,
task satisfactorily?  complete the tasks with sufficient detail and present them
in a professional manner,
 use your own words and reference sources appropriately,
 meet the word count where required,
 use the scenario provided,
 use the templates provided where required,
 for your performance to be deemed satisfactory in this
assessment task you must satisfactorily address all of the
assessment criteria,
 if part of this task is not satisfactorily completed you will
be asked to complete further assessment to demonstrate
satisfactory performance.
Specifications You must deliver/participate in:
 Meetings with your creative team

 Report
 Demonstration or user test of your marketing
communication tool/s

You must submit to GOALS
o Task 2.1 Prepare cross sector marketing tools and

techniques:
o A report
o Samples of at least 2 marketing techniques
o Task 2.2 Apply convergent marketing

communications:
Resources and • Computer with Internet access

equipment • Access to Microsoft Office suites or similar software
• Learning material
• Case study for assessment document
• Relevant policies and procedures provided in a separate
folder
• Use of the templates included in this assessment
document
What will the Your assessor will be looking for demonstrated evidence of
assessor be looking your ability to:
for?
o Identify the convergent environment for marketing
communication in establishing a client solution,
including:
o reviewing the traditional roles and client groups
serviced by the marketing, advertising and
public relations sectors
o utilising the impact of capacity in
o utilising the impact of ubiquitous enabled
mobile devices
o integrating the rise in 'customer-centric' and the
'empowered customer' in client solutions
o develop client and customer messaging that can be
engaged by a target group across multiple distribution
points
o create fit-for-purpose tools, techniques and solutions
that are effective within a convergent media
environment
o establish processes that empower customers
o work with client and customers to implement an
integrated solution within a highly iterative

environment
o engage effectively with experts and others within the
industry.
Re-submission You will be provided feedback on your performance by the

opportunities Assessor. The feedback will indicate if you have satisfactorily
addressed the requirements of each part of this task. If any
parts of the task are not satisfactorily completed, the
assessor will explain why, and provide you written feedback
along with guidance on what you must undertake to
demonstrate satisfactory performance. Re-assessment
attempt(s) will be arranged at a later time and date. You
have the right to appeal the outcome of assessment
decisions if you feel that you have been dealt with unfairly or
have other appropriate grounds for an appeal. You are
encouraged to consult with the assessor prior to attempting
this task if you do not understand any part of this task or if
you have any learning issues or needs that may hinder you
when attempting any part of the assessment.
Procedures
1. During week 1 class form your creative team of 5 or 6 people.

2. Review the case study (Appendix 1).
3. Create a Google drive folder for the work you are completing for this
assessment (this will act as your workplace ‘server’).
4. Conduct research to identify the convergent environment and potential
convergent tools that can be used. Your research should be guided by the
report that you need to develop (see Template 1- Report).
You will work on this assessment with your creative teams during weeks 1-3
class time.
Your trainer and assessor will observe and validate your participation in these
planning meetings during weeks 1-3. You will receive feedback in the marking
sheet at the top of this document.
You trainer and assessor will observe you during this time. They will be looking
for you to be communicating effectively with your team as you work on this
project.

Procedures
5. Select your tool/s.

6. Develop at least 2 marketing techniques that can be applied with the tool/s you
have chosen; for example, a sample blog, website, social media event etc.
7. Develop a report addressing all the components in Template 1 – Report. The
length f the report should be no more than 3 pages.
8. During week 4 class meet with your trainer and assessor to demonstrate and/or
pilot the tool/s. They will provide you with feedback. Use this guide to help you
prepare: https://www.justinmind.com/blog/must-ask-user-testing-questions-for-better-ux/
9. The next step is to develop a social media policy. You can conduct some
research and find an existing policy to adapt.
10. The final step is to develop an implementation plan using Template 2 –
Implementation plan (below). This plan should be no linger than 3 pages.
Although the assessment is worked in a group to simulate the work environment

that you would experience when delivering a project in/for an organisation, the
assessment submission is individual, and it will be marked as such.
Complete the following activities:
Task 2.1 Prepare cross sector marketing tools and techniques
For this first task you will work with your creative team to research, plan and prepare cross
sector marketing tools and techniques to address The Boardroom Collective case study.
The tools and techniques you develop must include:
 A unified communications tool that can be accessed from multiple devices
 Two marketing techniques that can be used within a customer-centric environment
For this task you will:

 Prepare a short report about the tools and techniques you have chosen.
 Create at least two samples of marketing techniques that can be applied within this
convergent environment; for example, a sample blog, website, social media event
etc.

Task details
Use the templates provided below and complete the following:
1. During week 1 class form your creative team of 5 or 6 people.
2. Review the case study (Appendix 1).
3. Conduct research to identify the convergent environment and potential convergent
tools that can be used. Your research should be guided by the report that you need to
develop (see Template 1- Report).
You will work on this assessment with your creative teams during weeks 1-3 class
time.
planning meetings during weeks 1-3. You will receive feedback in the marking sheet
at the top of this document.
You trainer and assessor will observe you during this time. They will be looking for
you to be communicating effectively with your team as you work on this project.
4. Select your tool/s.

5. Develop at least 2 marketing techniques that can be applied with the tool/s you have
chosen; for example, a sample blog, website, social media event etc.
6. Develop a report addressing all the components in Template 1 – Report. The length of
the report should be no more than 3 pages.
Template 1 - Report
The Boardroom Collective
Cross sector marketing report
Background
Briefly describe the story behind this project.
Objectives
What are the business objectives for this project?
The convergent environment
What are the business processes, roles etc in the convergent environment?
Who is the customer and what is their role?

What are the potential points of integration?
What are the considerations/limitations within the convergent environment?
What are the relevant legislation, regulation and policies that impact the
marketing in the convergent environment?
Note: consider presenting this information in a table or as a diagram (e.g.
customer journey map, if applicable).
Fit-for-purpose criteria
Relevant legislation, regulations, and policies
Solution
Outline the tool/s you researched, the one you selected and why. Explain how it
supports a customer-centric environment. To identify the solution, use the impact of
universally enabled mobile devices.
Marketing techniques
Outline 2 marketing techniques that will be used in this new convergent

environment and supply samples for each.
References
Appendix
Task 2.2 Apply convergent marketing communications
Working with your creative team to implement your solution. For this task you will:
 Conduct a user test with your tool/s and gather feedback.
 Develop an implementation plan.
 Develop a social media policy to support implementation.

Task details
Use the templates provided below and complete the following:
1. During week 4 class meet with your trainer and assessor to demonstrate and/or pilot
the tool/s. They will provide you with feedback. Use this guide to help you prepare:
https://www.justinmind.com/blog/must-ask-user-testing-questions-for-better-ux/
demonstrations. You will receive feedback in the marking sheet at the top of this
document.
Your trainer will be looking to see that you communicate effectively to gather feedback
and explain your tool.
2. The next step is to develop a social media policy. You can conduct some research and
find an existing policy to adapt.
3. The final step is to develop an implementation plan using Template 2 – Implementation
plan (below). This plan should be no linger than 3 pages.
Template 2 – Implementation plan
Marketing objectives and goals

Example:
 Raise awareness of our brand/service
 Increase customer base/new projects
Pilot feedback
Describe what you did during the pilot, what you observed and the feedback you
received.
Pilot and implementation planning
Describe the networks that you consulted to implement your pilot.
Plan
Activity, including Timeframe Resource Budget Responsible

description, rationale s

(includin
g
experts)
Example: 2 days Network $1000 David
administrat
Install the system or
Monitoring success of convergent marketing activities

Objective How measured When measured/by
whom?
Feedback
How will you empower and respond rapidly to users and/or customers with feedback,
questions etc related to your tool?

Business networks and experts
What business networks and experts will you need to keep in contact with?
How will you maintain those networks?

Appendix 1 – Case study
The beginning
David was always outspoken. He was the uncrowned leader of your little group of close-knit
friends. In your communications course, he liked to challenge the teachers. He had a vision
and he was driven. You liked that about David. What you sometimes liked a little less was
his dauntless attitude - jumping in and thinking later. It got David into trouble sometimes
but he always bounced back. ‘We are the future.’ David said to you one day over lunch. ‘We
do it our way.’
A new world
There were six of you in the group - you, David, Julien, Laura, Beck and Marcel. You were all
in your final semester at the college and reckoning day was fast approaching when you all
would have to go out into the new world and find a way to make a living. It was a strange
time to do this. Nothing was the same. Nothing was guaranteed in this brave new digital
world.
All of you had spent countless hours discussing this next step. Marcel was keen on moving
into the corporate world where intranets and policies and procedures hummed in the
background. Laura was drawn to PR and fashion. Julien leaned towards politics and spin
doctoring. Beck was pure advertising while you were a filmmaker. David didn’t really ever
talk about his particular niche. He was just a leader. And you had ideas … lots of them.

The young guns
‘Let’s start our own agency.’ David said under his breath in a lecture one day. ‘Yeah? With
what?’ You said slightly annoyed. Sometimes David interrupted your serenity. ‘With nothing.’
He answered. ‘It’s called bootstrapping and it’s how a lot of business’ get going. With
virtually nothing.’ After the lecture your group convened as usual in the café across the
street. ‘About our agency?’ you began, ‘maybe we can do it.’ David explained his vision for
the beginnings that included a startup sum of money from each of you, a creative space
somewhere and some equipment. ‘My dad has a storage space filled with office stuff like
desks and chairs. There’s even this amazing old board table and an IBM Selectric
typewriter.’ He said with a laugh. ‘That’ll come in handy for our secretary to use.’ Laura
rolled her eyes. ‘I don’t know about this.’ Marcel said. ‘I kind of know what I want to do it.’
David nodded. ‘Well that’s up to you Marcel. There’s always the nervous one in the group I
guess.’
‘OK. I’m in’ Said Marcel smiling. ‘No-one calls me careful.’

Welcome to The Boardroom
For the next few weeks, you planned the venture. David’s dad was fine with supplying the
office fit out. He was happy to clear the storage. It was premises that were proving
challenging. You found a shared creative space called THE BOARDROOM COLLECTIVE in the
inner west that had it all and it was cheap, clean and filled with like-minded individuals. So
pretty soon you were there, moving in. ‘Hey …’ Laura said carrying in the old typewriter.
‘What do we call ourselves?’
You all sat down around the boardroom table thinking and drinking coffee. ‘What about The
Boardroom?’ You offered. ‘Very corporate.’ Said David. ‘Very staid.’ Said Laura. ‘Very
dignified.’ You said. ‘… and strong.’ Fake it until you make it. You all agreed.
FAST FORWARD = MORE CLIENTS
“We’re doing OK.” David said to the team during a meeting. “From our first client here at
THE BOARDROOM COLLECTIVE we have grown.
“We have 4 clients now. Amazing.” Said Marcel with a smile on his face. “Not exactly a big
communications business.”
“Very funny Marcel. But we are growing which was always the plan. We will need to think
about the systems we use to facilitate our business and now is a good time to do that.”
David said.
“What kind of systems?” Laura asked.
“CRM systems could be one.” Beck said.
“What’s that?” It was Marcel again.
“CRM stand for Customer Relationship Management. There are quite a few out there. They
help us keep client records on a simple level. On a more sophisticated level they can
automate a lot of functions to do with clients, records, social media. Cloud technology. There
are other systems that could help us with our clients.”

“So - what’s the next step?” Asked Laura.
David looked thoughtfully at the team, “We need to become our own clients for this project.
It’s time to take things to the next level”.
“We don’t even have a social media account…”, pointed out Laura.
David started writing on the whiteboard:
Objectives:
 Raise awareness of our brand/service

 Increase customer base/new projects
Requirements:
One system that allows us to:
 Communicate with each other

 Communicate with customers
 Track and analyse social media
 Capture customer data
Marketing ideas to raise awareness and connect to potential customers
 Set up social media (e.g. Facebook, Linked-in)

 Update and leverage the website website
“I would say that we need to research digital applications and take it from there.” Said
David. “Let’s get going.”
Marcel raised his finger, “What about budget? We don’t have that much money for this?”.
David smiled, “ Actually, my father would like to invest $15,000 into our company”.

Appendix 2 – Marketing and Communications Policies
and Procedures THE BOARDROOM COLLECTIVE
Media planning and procurement policy and procedure
Purpose The purpose of this policy is to ensure the acquisition of media for
marketing and advertising purposes is carried out consistently,
fairly and transparently and in accordance with the business
requirements.
Scope The scope of this policy covers the media for marketing and
advertising purposes by employees and contractors of THE
BOARDROOM COLLECTIVE.
Resources Specific principles for the implementation of this policy are

available below.
Responsibility Responsibility for the implementation of this policy rests with

employees and management of THE BOARDROOM COLLECTIVE
with responsibility for purchasing media.
Relevant THE BOARDROOM COLLECTIVE will adhere and comply with:

legislation etc.
● Australian consumer Law and marketing communications
● Australia’s do not call register for telemarketing
● Privacy legislation in Australia
● Anti- spam legislation
● Advertising standard regulation in Australia
● Intellectual property in Australia: Trademarks, patents,
and copyright
Updated/ 2020. THE BOARDROOM COLLECTIVE Director

authorised

Principles governing procurement of media process
1. Probity and ethical behaviour
The principle of probity and ethical behaviour governs the conduct of all procurement
activities. Employees who have authority to procure goods and services must comply with
the standards of integrity, probity, professional conduct and ethical behaviour. Employees or
directors must not seek to benefit from supplier practices that may be dishonest or
unethical.
2. Value for money
Value for money is the core principle underpinning procurement. Contracted organizations
must be cost effective and efficient in the use of resources whilst upholding the highest
standards of probity and integrity. In general, a competitive process carried out in an open,
objective and transparent manner can achieve best value for money in procurement.
3. Non-discrimination
This procurement policy is non-discriminatory. All potential contracted suppliers should have
the same opportunities to compete for business and must be treated equitably based on
their suitability for the intended purpose.
4. Risk management
Risk management involves the systematic identification, analysis, treatment and, where
possible, the implementation of appropriate risk mitigation strategies. It is integral to
efficiency and effectiveness to proactively identify, evaluate, and manage risks arising out
of procurement related activities. The risks associated with media procurement activity
must be managed in accordance with the organization’s risk management policy.
5. Responsible financial management
The principle of responsible financial management must be applied to all procurement
activities. Factors that must be considered include:
● the availability of funds within an existing approved budget
● staff approving the expenditure of funds strictly within their delegations
● measures to contain costs of the media procurement without compromising any
procurement principles.
6. Procurement planning
In order to achieve value for money, each media procurement process must be well planned
and conducted in accordance with the principles contained in this document and comply
with all of the organization’s policies and relevant legal and regulatory requirements.

When planning appropriate media procurement processes consideration should be given to
adopting an approach, which:
● encourages competition
● ensures that rules do not operate to limit competition by discriminating against
particular suppliers
● recognizes any industry regulation and licensing requirements
● secures and maintains contractual and related documentation for the procurement
which best protects the organization
7. Buy Australian made/support for Australian industry
Employees who are involved in media procurement activities must make a conscious effort
to maximize opportunities for Australian media and media suppliers to provide products
where there is practicable and economic value. In making a value for money judgment
between locally made and overseas sourced goods, employees are to take into account:
● whole of life costs associated with the good or service
● that the initial purchase price may not be a reliable indicator of value
● the record of performance and delivery of local media suppliers
● the flexibility, convenience and capacity of local media suppliers for follow on orders
8. Pre-registered list of preferred media suppliers
THE BOARDROOM COLLECTIVE shall maintain a pre-registered list of preferred media
suppliers, following a request for expressions of interest and an evaluation of the
submissions. Media suppliers can request to be evaluated for inclusion on the existing pre-
register list at any time.
All purchases under $2,000 may be made from preferred media suppliers without
undertaking a competitive process. Purchases above $2,000 where a preferred media
supplier exists should include a competitive process if practicable.
This list is reviewed at regular intervals with admission of interested parties on a rolling
basis. Care should be taken to ensure that such lists are used in an open and non-
discriminatory manner. THE BOARDROOM COLLECTIVE encourages new contractors to
provide information on their experience, expertise, capabilities, pricing, fees, and current
availability. It is in the interest of the organization that the pool of potential suppliers is
actively maintained and updated. Employees should be encouraged to provide reports of
their experiences in The Boardroom Collective with each contractor/consultant to assist
future decisions concerning commissioning suitable contractors and consultants.
9. Avoid conflict of interest

Employees and directors are required to be free of interests or relationships in all aspects of
the media procurement process.
Employees and directors are not permitted to personally gain from any aspect of a media
procurement process.
Employees and directors shall ensure that to the best of their knowledge, information and
belief, that at the date of engaging a contractor no conflict of interest exists or is likely to
arise in the performance of the contractor’s obligations under their contract.
Should employees or directors become aware of potential conflicts of interest during the
contract period, they must advise the directors immediately.
Prior to any situation arising with potential for a conflict of interest, complete disclosure
shall be made to the directors to allow sufficient time for a review.
10. Report collusive tendering
Employees should be aware of anti-competitive practices such as collusive tendering. Any
evidence of suspected collusion in tendering should be brought to the attention of the
directors.
11. Competitive process
It is a basic principle of procurement that a competitive process should be used unless there
are justifiable circumstances. For purchases under $2,000, the list of preferred media
suppliers may be used. The type of competitive process can vary depending on the size and
characteristics of the contract to be awarded.
12. Direct invitation (selective or restricted tendering)
A process of direct sourcing to tender may be used. This may involve:
● an invitation to organizations deemed appropriately qualified for a particular product
or service (this may be appropriate for specialized requirements in markets where
there is a limited number of media suppliers or marketing and media service
providers)
● An invitation to tender to organizations on THE BOARDROOM COLLECTIVE’s pre-
registered list of preferred media suppliers if applicable.
13. Evaluation and contract award
For projects being awarded, consideration will be given not only to the most economically
advantageous tender, but also to the track record of the tender respondent and the degree
of confidence that the panel has in the quality if the bid. It will be the normal practice to
have the evaluation of tenders carried out by a team with the requisite competency.
14. Results of tendering process

All tender respondents should be informed in writing of the result of a tendering process
immediately after a contract has been awarded.
THE BOARDROOM COLLECTIVE customer service policy

THE BOARDROOM COLLECTIVE can only succeed with the patronage of customers, and in
particular, repeat customers. As a result, taking care of our customers is our highest priority.
At THE BOARDROOM COLLECTIVE the customer always comes first!
Procedures outline how to perform customer contact duties to achieve the standard of
customer service required by our customers.
THE BOARDROOM COLLECTIVE ensures its commitment to customer service excellence

through quarterly monitoring of customer service performance. Results are used for
continuous improvement.
Customer Complaints
Demanding customers force us to be our best and resolving complaints satisfactorily can
even increase customer loyalty IF they are handled properly.
When faced with a customer complaint:
● listen to the full complaint without interrupting or getting defensive
● follow the THE BOARDROOM COLLECTIVE complaints policy
● apologise for the problem and tell the customer you will take care of the problem
● do everything you can to let the customer know you care and that this isn’t the kind of
experience you want them to have at THE BOARDROOM COLLECTIVE.
Telephone Courtesy
It is everyone’s responsibility to answer the phone. Always try to answer the phone
promptly, within three rings. Always answer in a friendly, polite manner: If you are certain of
the answer to the customer’s question, you should respond clearly and politely. If you are
uncertain, ask the caller if you may put them on hold for a moment. If there a staff member
close who can provide you with the correct information, then return to the call and provide
the customer with the necessary information. If there are no staff members close by that
can help promptly, then ask the caller for their name and put the caller through to a
manager, making sure that you brief the manager on the callers’ name and the nature of
their enquiry. Always thank the person for calling.
Dress Code
All employees of THE BOARDROOM COLLECTIVE are expected to represent the business, and
dress accordingly. Clothing which is faded, tattered or contains holes is not acceptable. All
sales and customer service staff members are required to wear business attire. Clothes

should be ironed and neat in appearance. Closed toed footwear with rubber soles is
required.
Updated/authorised
CEO
THE BOARDROOM COLLECTIVE procedures for serving customers

1. All customers should be acknowledged within the first five seconds of entering the
sales office. All calls must be answered within three rings. When you are busy with
another customer, this acknowledgement can be one of the following:
○ a wave and smile
○ saying you’ll be with them soon/placing them on hold.
2. When free, engage the customer in the following ways as appropriate:

○ smile
○ make eye contact
○ if you know their name, use it along with the appropriate title, e.g. Mr, Mrs, Miss
○ refer to customers using first names only if requested to do so by the customer
○ if you’ve seen them in the shop before, welcome them back
○ if you’ve not seen them before, introduce yourself by name
○ if the customer doesn’t ask for help, start a conversation with them
○ talk in an energetic manner
○ give them your full attention.
3. When greeting the customer, ensure you (as relevant):

○ acknowledge customer’s arrival/call
○ greet with a genuine smile
○ maintain eye contact during conversations
○ introduce yourself in a friendly manner
○ recognise repeat customers
○ start a conversation
○ talk with an energetic tone

○ give the customer your full attention.
4. When identifying the customer’s needs, ensure you:

○ use active listening skills
○ use verbal prompts
○ use paraphrasing
○ use eye contact when relevant
○ give the customer time to talk
○ ask appropriate questions.
5. Ensure customer is aware of website. If required, help customers to register and use
website.
○ show customer how to register
○ show customer how to order
○ show customer how to provide feedback.
6. Refer to office manager for information regarding stock availability and delivery
options.
7. At end of customer contact add up cost of all services. Summarise package offered and
delivery specifications.
8. To fulfil an order manually, take contact and credit card details and make notes. Refer
to:
○ price guarantee
○ product guarantee: refunds or replacement offered for any defect or unsuitability
○ two-week delivery guarantee
9. Note any feedback and submit to manager.

THE BOARDROOM COLLECTIVE complaints policy and procedures
The purpose of this policy is to ensure the management of complaints
is carried out consistently, fairly and transparently and in accordance
Purpose with organisational requirements.
Scope The scope of this policy covers the management of customer

complaints by employees and contractors of THE BOARDROOM
COLLECTIVE.
Resources Specific procedures for the implementation of this policy are available
below and on the company intranet.
Responsibility Responsibility for the implementation of this policy rests with

employees and management of THE BOARDROOM COLLECTIVE with
responsibility for managing customer complaints.
Relevant Privacy Act 1998 (Cwlth)

legislation etc.
Equal Opportunity Act 2010 (Vic)
Competition and Consumer Act 2010 (Cwlth)
The Boardroom Collective Health and Safety Act 2011
Australian Privacy Principles (APPs)
IP Australia
https://www.ipaustralia.gov.au/
Australian Competition and Consumer Commission
https://www.accc.gov.au/business/advertising-promoting-your-
business
To manage complaints
1. Greet the customer courteously and give them your name.
2. Never argue with the customer.
3. Apologise for any product fault or poor service. Be sympathetic. Thank the customer
for bringing the complaint to your attention.
4. 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.

5. When you have all the details about the complaint, ask the customer how they would
like it to be resolved. Always suggest replacements or credit notes over refunds and
discuss product options to suit customer’s needs.
6. Refunds and discounts must be within your authority to offer. Request authorisation
from the Sales and customer Service manager for amounts above your delegated
authority.
7. Offer a 10% discount on subsequent orders to maintain customer relationship.
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.
11. At end of complaint summarise complaint and how you commit to resolving the
complaint. Gain customer agreement.
12. Submit notes on complaint to manager:
○ nature of complaint
○ resolution of complaint
○ feedback notes.

Privacy Policy
THE BOARDROOM COLLECTIVE is committed to protecting your privacy. It is bound by the
national privacy principles contained in the Privacy Act 1988 and all other applicable
legislation governing privacy.
Where appropriate, THE BOARDROOM COLLECTIVE will handle personal information in

accordance with relevant legislation. Our respect for our customers’ privacy is paramount.
We have policies and procedures to ensure that all personal information is handled in
accordance with national privacy principles.
This privacy policy sets out our policies on the management of personal information – that
is, how we collect personal information, the purposes for which we use this information, and
to whom this information is disclosed.
1. What is personal information?
Personal information is information or opinions that could identify you. Examples of personal
information include your name, address, telephone number and email address, or
documents that include such information, like a resume.
2. How does THE BOARDROOM COLLECTIVE collect and use your personal information?
THE BOARDROOM COLLECTIVE collects personal information when you send a job
application to us, for example, or when you email us. These uses are discussed below.
3. What happens if you don’t provide personal information?
Generally, you have no obligation to provide any personal information to us. However, if you
choose to withhold personal information, we are unlikely to be able to respond to your
application or query.
4. To whom do we disclose personal information?
We engage third party service providers (including related companies of THE BOARDROOM
COLLECTIVE which may be located outside Australia) to perform functions for THE
BOARDROOM COLLECTIVE. Such functions include mailing, delivery of purchases, credit card
payment authorisation, trend analysis, external audits, market research, promotions and the
provision of statistical sales information to industry bodies.
For our service providers to perform these functions, in some circumstances it may be
necessary for us to disclose your personal information to those suppliers. Where disclosures
take place, we The Boardroom Collective with these third parties to ensure that all personal
information we provide to them is kept secure, is only used to perform the task for which we

have engaged them and is handled by them in accordance with the national privacy
principles.
5. How do we protect personal information?
At all times, we take great care to ensure your personal information is protected from
unauthorised access, use, disclosure or alteration. We endeavour to ensure that our
employees are aware of, and comply with, their obligations in relation to the handling of
personal information. Only properly authorised employees are permitted to see or use
personal information held by THE BOARDROOM COLLECTIVE and, even then, only to the
extent that is relevant to their roles and responsibilities.
Your personal information will not be sold to any other organisation for that organisations’
unrelated independent use. Further, we will not share your personal information with any
organisations, other than those engaged by us to assist us in the provision of our products
and services (as described above).
6. What about information you provide in job applications?
If you submit a job application to THE BOARDROOM COLLECTIVE, we will use the information
provided by you to assess your application. In certain circumstances, THE BOARDROOM
COLLECTIVE may disclose the information contained in your application to contracted
service providers for purposes such as screening, aptitude testing, medical testing and
human resources management activities.
As part of the application process, in certain circumstances, you may be required to

complete a pre-employment health questionnaire. You may also be asked to undergo a pre-
employment medical assessment. In that case, you will be asked to give specific consent to
THE BOARDROOM COLLECTIVE to disclose your questionnaire to its service providers for the
purposes of arranging the medical assessment and for the relevant service providers to
disclose the results of the assessment to THE BOARDROOM COLLECTIVE.
If you refuse to provide any of the information requested by THE BOARDROOM COLLECTIVE,
or to consent to the disclosure of the results of your medical assessment to THE
BOARDROOM COLLECTIVE, we may be unable to consider your application.
7. What about information you provide in satisfaction surveys
We value input into customer service. If you submit information or feedback to THE
BOARDROOM COLLECTIVE, we will use the data exclusively to improve customer service. For
example, we will not divulge information to third parties except for this purpose. We will not
use customer service information to market services to you or parties identified in surveys.
Customer information associated with survey and feedback data for verification purposed

will be treated in accordance with all relevant legislation such as privacy legislation.
Customer information will be securely stored to prevent unauthorised access.
8. Is the personal information we hold accurate?
We endeavour to maintain your personal information as accurately as reasonably possible.

However, we rely on the accuracy of personal information as provided to us both directly
and indirectly. We encourage you to contact us if the personal information we hold about
you is incorrect or to notify us of a change in your personal information.
9. How can you access or correct the personal information we hold about you?
Wherever possible and appropriate, we will let you see the personal information we hold
about you and correct if it is wrong. If we do not allow you access to any part of the personal
information, we hold about you, we will tell you why.
10. THE BOARDROOM COLLECTIVE internet policy
THE BOARDROOM COLLECTIVE generally only collects personal information from its website
when it is provided voluntarily by you. For example, when you send us an electronic
message with a query about THE BOARDROOM COLLECTIVE or its products, we will
generally use your information to respond to your query, to provide and market our services
to you or as otherwise allowed or required by law.
For the same purposes, THE BOARDROOM COLLECTIVE may share your information with
other members of the THE BOARDROOM COLLECTIVE strategic partners (including
companies who are located outside Australia) and their respective service providers, agents
and contractors. If we do this, we require these parties to protect your information in the
same way we do.
When you visit this website or download information from it, our internet service provider
(ISP) makes a record of your visit and records the following information:
● your internet address
● your domain name, if applicable
● date and time of your visit to the website.
Our ISP also collects information such as the pages our users access, the documents they
download, links from other sites they follow to reach our website, and the type of browser
they use. However, this information is anonymous and is only used to statistical and website
development purposes.
We use a variety of physical and electronic security measures, including restricting physical
access to our offices, firewalls and secure databases to keep personal information secure

from unauthorised use, loss or disclosure. However, you should keep in mind that the
internet is not a secure environment. If you use the internet to send us any information,
including your email address, it is sent at your own risk.
You have a right of access to personal information we hold about you in certain
circumstances. If we deny your request for access, we will tell you why.
11. Use of cookies
A cookie is a small message given to your web browser by our web server. The browser
stores the message in a text file, and the message is then sent back to the server each time
the browser requests a page from the server.
THE BOARDROOM COLLECTIVE makes limited use of cookies on this website. Cookies are
used to measure usage sessions accurately, to gain a clear picture of which areas of the
website attract traffic and to improve the functionality of our website.
When cookies are used on this website, they are used to store information relating to your
visit such as a unique identifier, or a value to indicate whether you have seen a web page.
We use session (not permanent) cookies. They are used to distinguish your internet browser
from the thousands of other browsers. This website will not store personal information such
as email addresses or other details in a cookie.
Most internet browsers are set up to accept cookies. If you do not wish to receive cookies,
you may be able to change the settings of your browser to refuse all cookies or to notify you
each time a cookie is sent to your computer, giving you the choice whether to accept it or
not.

Communications policy
Policy
The purpose of this policy is to provide guidance to employees with respect to both:
 official use of communications media for company business, including their use by
the communications team or the company’s official spokespersons
 unofficial and personal use of media, particularly social media platforms
All employees and officers of the company should follow the following communication
guidelines.1
1. Follow relevant policies and procedures, including the electronic communication policy
and procedures and privacy policies.
2. Know your role. Only those persons (the communications team, official spokespersons)
who have been explicitly authorised to comment on company matters in an official
capacity and express the views of the organisation should do so.
3. If asked for comment on company matters and you are not authorised to do so, refer
enquiries to the communications team or official spokesperson, if known.
4. If you publish content on social media platforms or websites and identify yourself as an
employee of THE BOARDROOM COLLECTIVE directly or indirectly, ensure you make
clear that your personal views do not represent the views of the company.
5. Do not disclose confidential financial information or business or strategic planning.
6. Respect your audience and conduct yourself in a way that reflects well on the company
and its brand.
1 Adapted from P. Barton, 2014, Maximizing internal communication: strategies to turn heads, win hearts, engage employees
and get results, BookBaby, Portland, Oregon.

This policy applies to all officers, employees and contractors of the company.
Relevant Privacy Act 1998 (Cwlth)

legislation
etc. Equal Opportunity Act 2010 (Vic)
Competition and Consumer Act 2010 (Cwlth)
The Boardroom Collective Health and Safety Act 2011
Australian Privacy Principles (APPs)
IP Australia
https://www.ipaustralia.gov.au/
Australian Competition and Consumer Commission
https://www.accc.gov.au/business/advertising-promoting-
your-business
THE BOARDROOM COLLECTIVE recordkeeping and storage policy

Records should be stored securely, being careful to protect privacy, business and personal
confidentiality, and maintaining records as required by applicable laws.
● Create a personal subfolder within the server (using your name as the subfolder name)
to hold your day-to-day The Boardroom Collectiveing files.
○ Do not store company data on your computer unless necessary. Company data
should be stored in the appropriate server drive. Unlike the servers which are
backed up automatically, data on your own computer is not backed up and your
The Boardroom Collective may be lost if you experience a system crash.
○ If you use a laptop and require access to files offsite, you will be set up with offline
files allowing remote access to server files away from the office.
● ‘Move’ completed files to the appropriate folder in your department.
● Filenames:
○ Speak to your Manager regarding the file naming conventions used in your
Department

○ For ease of operator identification, add your initials to the end of each filename.
For example, JulyConf-mq.doc (document about July Conference, keyed in by Mary
Quinlan)
● Back-ups:
○ Back-up copies of all electronic files on the server are made twice weekly.
○ If you spend an extended time away from the office netThe Boardroom Collective
using a laptop, it is your responsibility to ensure local copies of company files are
backed up.


BSBMKG440 Assessment Task 2

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BSBMKG440 Assessment Task 2

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Assessment

BSBMKG440 Apply marketing communication across a convergent V3 industry 2021 Page 1

BSBMKG440 Apply marketing communication across a convergent V3 industry 2021 Page 2

◻ Student requested reasonable adjustment for the assessment

o Task 2.1 Prepare cross sector

o Task 2.2 Apply convergent

Identify the convergent environment for ☐ ☐ ☐

This is evidenced by:

develop client and customer messaging ☐ ☐ ☐

BSBMKG440 Apply marketing communication across a convergent V3 industry 2021 Page 3

This is evidenced by:

create fit-for-purpose tools, techniques ☐ ☐ ☐

This is evidenced by:

establish processes that empower ☐ ☐ ☐

This is evidenced by:

work with client and customers to

BSBMKG440 Apply marketing communication across a convergent V3 industry 2021 Page 4

This is evidenced by:

engage effectively with experts and others

This is evidenced by:

Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐

BSBMKG440 Apply marketing communication across a convergent V3 industry 2021 Page 5

BSBMKG440 Apply marketing communication across a convergent V3 industry 2021 Page 6

Task summary and instructions

To complete this task, please refer to Appendix 1 – Case

This task comprises of project work and a user test or

You are required to work with your creative team to:

o develop a report outlining plans for cross-sector

It has been designed to evaluate your ability to:

o Identify the convergent environment for marketing

BSBMKG440 Apply marketing communication across a convergent V3 industry 2021 Page 7

o establish processes that empower customers

You are required to address the following:

What do I need to  submit the completed assessment tasks, according to

Specifications You must deliver/participate in:

 Meetings with your creative team

BSBMKG440 Apply marketing communication across a convergent V3 industry 2021 Page 8

You must submit to GOALS

o Task 2.1 Prepare cross sector marketing tools and

o Task 2.2 Apply convergent marketing

Resources and • Computer with Internet access

BSBMKG440 Apply marketing communication across a convergent V3 industry 2021 Page 9

Re-submission You will be provided feedback on your performance by the

1. During week 1 class form your creative team of 5 or 6 people.

BSBMKG440 Apply marketing communication across a convergent V3 industry 2021 Page 10

5. Select your tool/s.

Although the assessment is worked in a group to simulate the work environment

Complete the following activities:

Task 2.1 Prepare cross sector marketing tools and techniques

For this task you will:

BSBMKG440 Apply marketing communication across a convergent V3 industry 2021 Page 11

4. Select your tool/s.

The Boardroom Collective

Cross sector marketing report

Briefly describe the story behind this project.

What are the business objectives for this project?

The convergent environment

BSBMKG440 Apply marketing communication across a convergent V3 industry 2021 Page 12

Relevant legislation, regulations, and policies

Outline 2 marketing techniques that will be used in this new convergent

Task 2.2 Apply convergent marketing communications

BSBMKG440 Apply marketing communication across a convergent V3 industry 2021 Page 13

Template 2 – Implementation plan