BSBCUS402 Address Customer Needs (For students in Australia)

BSBCUS402 Address Customer Needs Assessment Tasks ASSESSMENT INFORMATION The assessment activities associated with the unit of competency BSBCUS402 Address Customer Needs are listed below: Assessment 1: Written . Written answers to questions Assessment 2: Project . Written responses to tasks Assessment 3: Project . Written responses to tasks.

This copy contains all of the assessment tasks required for completion of unit of competency BSBCUS402 Address Customer Needs. Prior to commencing the assessments your assessor will explain each task to you. You will be given the opportunity to ask questions and to seek clarification on any of the tasks, and your assessor will remain available to support you through the assessment process. Your assessor is also available to discuss Recognition of Prior Learning and whether this applies to your circumstances.

TERMS AND CONDITIONS Submitting your evidence portfolio

You are recommended to seek the advice of your assessor when putting together your evidence portfolio in order to confirm that you have provided sufficient evidence of competency. You should note that your evidence portfolio must be retained by the Registered Training Organisation for audit purposes and will not be returned to you. If you wish to keep any evidence, you should make a copy prior to submission for assessment. You are advised to make sure you clearly label each answer and task and complete all sections of each assessment. If possible, you should also submit copies of any workplace documents that may be relevant to this unit of competency.

In this case you will need to gain approval to provide the copies from your employer. Ownership and plagiarism You are advised by accepting these terms and conditions you have declared the evidence that you submit is your own work or the result of your own research. By signing the declaration below you acknowledge your assessment is your own and contains no material written by another person except where due reference is made. Note that if you quote any source in your evidence, you must provide a reference to the source in order to ensure that you do not breach Copyright legislation. You need to be aware that a false declaration may lead to the withdrawal of a qualification.

Re-submission of your evidence portfolio If your evidence meets the requirements of the unit of competency you will be assessed as Competent (C) in this unit. If your evidence does not meet the requirements of the unit of competency you will be assessed as Not Yet Competent (NYC). If you are assessed NYC, it is important to discuss your re-submission with your assessor as you will be given one opportunity only to revise and re-submit your evidence portfolio.

ASSESSMENT 1: WRITTEN TEST INSTRUCTIONS TO LEARNER

You are required to answer the following questions to confirm your knowledge in relation to unit BSBCUS402 Address customer needs. You may refer to your training materials and other research while completing the answers. Write your answers in the spaces below using a blue or black pen. Alternatively type a document and provide a printed copy. If you re-type the document, repeat each question in the document and type your answer under the question.

Question 1. Each State and Territory is responsible for its own OHS Act, regulations and codes of practice. Which two of these three have legislated penalties for a breach? Work health and safety (WHS) legislation provides for a range of corrective processes and enforcement options, including provisional improvement notices issued by health and safety representatives (HSRs), improvement and prohibition notices and on-the-spot fines issued by the WHS regulator’s inspectors, and prosecutions that could result in heavy fines or other penalties. The two are legislation and Acts within both state and federal Commonwealth of Australia.

Question 2. What is the purpose of codes of practice? An approved code of practice is a practical guide (developed by Safe Work Australia, informed by public comment and approved by the Workplace Relations Ministers’ Council) to assist you in complying with your health and safety duties under the WHS Act and Regulations.

Question 3. What are the two main aims of WHS legislation? 1. All employees should perform their work in a safe manner. 2. The work place is a safe work environment free of risks and hazards.

Question 4. What is the purpose of the NSW Anti-Discrimination Act 1977? The purpose of Anti-Discrimination Legislation is to provide people with the legal right to be treated equally regardless of race, sex, religious views, and other types of discrimination.

Question 5. Name six grounds that are prohibited by the NSW Anti-Discrimination Act 1977.

• Sex (including breastfeeding, pregnancy and sexual harassment)
• Disability (including past, present or future disability and also includes actual or perceived HIV status)
• Race (including ethno-religion)
• Homosexuality (actual or perceived)
• Marital or domestic status
• Age (present or future)

Question 6. Briefly explain why it is important that a manager understands ethical principles and behaves in an ethical manner. It is important that a manager understands ethical principles and behaves in an ethical manner because ethical behaviour and corporate social responsibility can bring significant benefits reduce labour turnover and therefore increase productivity.

Question 7. Each organization should have a set of procedures which outlines the expected standards of customer service and how to deal with complaints. Name the legislation that impacts on a business’ customer service procedures. State Consumer legisation

Question 8. Identify two ways a manager uses the organisation’s customer service procedures to ensure staff understand and comply with the expected levels of quality customer service. Encourage personne lto consistently implement customer service systems. Plan and implement team and work activities,and identity resources to meet consumer needs and expectations.

Question 9. Along with procedures, a healthy organization also provides standards for customer service relationships. Identify two reasons for a business to promote high standards in establishing and maintaining good customer service relationships. They are: to make business successful to increase sales.

Question 10. To enable you to assist customers, you need detailed knowledge on the products and services available. Explain what is meant by:

• Breadth of knowledge
• Depth of knowledge. Breadth of knowledge is to know a little about a lot of things. Depth of knowledge is to understand the depth required to increase the knowledge.

Question 11 Describe a system that could collect data to analyse customer complaints Customer Relationship Management Technology https://www.kbmanage.com/concept/customer-relationship-management-technology CRM is both a management function and a technology that deals with integrating all the business processes that involve interactions with sales, marketing and services.

Question 12 Describe how you would align customers, products and services By creating transparent pricing By giving customers respect and offering authentic support

Question 13 What system would identify customer interaction within an organisation Websites E-mail communications software

Question 14 What tools would be effective in identifying customer needs Interviewing customers conducting voice of customer surveys.

Question 15 How do you satisfy customer needs By managing customer expectations By being authentic in customer interactions By treating the customer like royalty

Question 16 How would you manage customer needs being addressed Establish effective communication Appropriate referral of customer to products and services Adequate procedures in place relating to customer service All of the above

Question 17 Is it important to use the correct communication skills to identify their required needs – Please circle YES NO And Why?

Question 18 The rights and responsibilities of customers should be a part of organisations codes of practice – Please circle YES NO Total

ASSESSMENT 2: PROJECT INSTRUCTIONS TO LEARNER

This activity is related to the unit of competency BSBCUS402 Address customer needs. In particular, you will be required to demonstrate your skills and knowledge in relation to this unit of competency. You may refer to your training materials and other research if required. The activity may be completed in the workplace or a simulated workplace. Your assessor will use a checklist to record the assessment decision. Overview Below are a number of practical tasks to be completed over a period of time in a real or simulated workplace where you will perform the duties of a manager. The times for completion of the tasks are to be negotiated between yourself and the assessor. The tasks will reflect your ability to: Project Assisting customers to articulate and satisfy their needs. Your assessor will provide you with instructions and complete a checklist on which they will record your satisfactory performance of workplace tasks. The Project Tasks table below identifies the documents that you are required to prepare and submit in your evidence portfolio. They may be presented in printed format in a folder or as an electronic copy. Ensure both your name and student number is clearly displayed.

Project Tasks

The following tasks may be completed as a workplace project based on your own organisation and job role, or as a simulated workplace project based on a fictitious organisation, or an organisation you are familiar with. 1. As a manager you need to be familiar with the promotional strategies used by the business. How, where and when products/services are promoted will affect customer expectations and business sales.

Part A- Develop promotional template letters As a manager you need to provide templates of promotion letters for staff to use as examples of the standards and requirements of the business. The letter templates should display the content, structure, layout and format of two types of promotional letters- formal and informal. Provide two template promotion letters to customers- an informal and formal letter promoting two products/services of the business. You may need to supply four letters if the customer groups (target markets) for the products/services are not the same You should ensure the templates are readable, appropriate and mechanically sound as well as display:

• In the formal letter- seven standard parts of a business letter
• In the formal and informal letter- use of the AIDA formula (attention, interest, desire, action) Formal Letter (Seven points)

Part B- Promotional activities of the business For this activity you will imagine the two promotional letters were used to promote the products or services of the business. In a report, answer the following questions.

• Who are your customers? (target market characteristics)
• What customer responses are anticipated from the promotional letters?
• What message was communicated to customers? (e.g. benefits and reasons to use/buy, action required, use of appeals, etc)

Executive Summary

To promote the products or services of the business. Who were your customers? Regular and some new customers Customer responses from promotional letters? They felt attracted to the new menu and catering party. Messages communicated to customers Customers are duly welcome to discuss their needs as per their request. Conclusions Promotional activities of the business were carried out successfully.

References N/A Part C- Analyse promotional data and compare with timelines and budgets Using the scenario from Part B, in a report: List, estimate and total the promotional costs for creation and distribution of the letters i.e. wages, postage, stationery, plus any on-costs from overheads, electricity, computer equipment, etc.

• Beside each promotional cost item, create a budget to be used next time this promotional activity is undertaken.
• Review, analyse and make comment (reason) on the difference (over/under budget) between the estimated promotional costs and the proposed future budget.
• Design an activity timeline schedule with task milestones (e.g. design, development, printing, letter sorting/stamping, and mailing/distribution) for the promotional activity scenario and another for the budget promotional activity.
• Review, analyse and make comment (reason) on the difference (time saved, activity combined/not required) between the scenario promotional activity timeframes and/or milestones and the proposed future promotional activities

Project Tasks 2. In order to effectively assist customers to meet their needs, it is important to be an active listener as well as assist customers articulate the requirements of their needs.

Part A- Customer communication In a report, explain the communication strategies that could be used to:

• Assist customers explore their needs in a culturally appropriate way (i.e. including people with diverse backgrounds and levels of ability)
• Ensure both you and the customer understand the customer’s needs
• Come to an agreement as to the customer’s needs.

Part B- Matching customer needs Using your knowledge of the business’ products/services, in a report explain the process you would use to identify products/services that would match the customer’s needs. Once you have identified the product/service options that would meet the customer’s needs, describe how you would explain and promote each product/service.

The overall project task: Compile all the above documents together. They will be assessed separately and then assessed for overall readability, which includes use of appropriate grammar and punctuation in sentences and paragraphs.

Project Tasks ASSESSMENT 3: PROJECT INSTRUCTIONS TO LEARNER

This activity is related to the unit of competency BSBCUS402 Address customer needs. In particular, you will be required to demonstrate your skills and knowledge in relation to this unit of competency. You may refer to your training materials and other research if required. The activity may be completed in the workplace or a simulated workplace. Your assessor will use a checklist to record the assessment decision. Overview Below are a number of practical tasks to be completed over a period of time in a real or simulated workplace where you will perform the duties of a manager. The times for completion of the tasks are to be negotiated between yourself and the assessor.

The tasks will reflect your ability to: Project: Maintain internal and external networks to provide quality customer service and effectively service customers. Your assessor will provide you with instructions and complete a checklist on which they will record your satisfactory performance of workplace tasks. The Project Tasks table below identifies the documents that you are required to prepare and submit in your evidence portfolio. They may be presented in printed format in a folder or as an electronic copy. Ensure both your name and student number is clearly displayed.

Project Tasks

The following tasks may be completed as a workplace project based on your own organisation and job role, or as a simulated workplace project based on a fictitious organisation, or an organisation you are familiar with. 1. As a manager and role model for staff you need to provide copy lines as well as demonstrate quality customer service. Regular communication with customers is an important part of ensuring quality customer service as communication assist in building customer loyalty.

Also, in order to provide effective customer service, you also need to continually update and maintain a network of product and service providers both within the business and with other organisations so you are able to advise customers and ensure their needs are satisfied.

In a report respond to the following: Name three customer communication tools/ mediums (e.g. counter feedback forms and service feedback box) that could be used to effectively establish and maintain regular contact with customers. Identify 1 advantage and 1 disadvantage for each tool/medium (e.g. advantage-easy to collect feedback; disadvantage- generally low number of feedback responses)

Identify four actions/activities you could undertake in order to establish, maintain and expand your product/service networks within and outside of the business to ensure appropriate customer needs referrals.