Task 3 — Case Study Scenario
The tasks in this case study require you to research, analyse, plan and interpret information to demonstrate your ability to apply the skills in the unit. You are permitted to work collaboratively in small groups with your peers to complete each task, however, you must document your own responses. You must attempt all activities.
You will need access to the following resources:
- BSBCUS402 Learning Guide
The assessor will observe aspects of this by the Learner as much as possible but will also require
information from a Supervisor of the Learner to corroborate and verify their assessment.
- BSBCUS402 Learning Guide
Website: Queensland Government: Business and industry portal, 2016, retrieved from: https://www.business.q1d.gov.au/business/starting/market-customer-research/researching-customers
Case Study
For this task, you are required to read the following Case Study and then complete the Tasks that follow.
Ted's Electronics
Ted's Electronics is a small business which is based right in the heart of Sydney. The store sells a range of electronic products, including top range computers and accessories, remote controls, telephones and a range of gadgets and electronic tools. Ted is the owner and manager of the store, and there are six sales staff who work there, and two admin staff. Ted also pays contractors to help with the service department to fix and set up equipment, and develop resolve and provide solutions to customer enquiries.
A customer, Amelia, purchases a laptop on sale from Greg, the team lead sales person. Before purchase, Greg claimed that the laptop was high speed and one of the fastest and latest versions on the market. Amelia was excited about the purchase as this is exactly what she needed for her design work. Amelia took the laptop home to her flat mate, who told her that it was not a fast laptop at all, and it was not the latest version.
Amelia felt disappointed in Greg, and sent an email to the store owner, that read:
'Hi,
I bought a laptop today which your sales person (Greg) said is high speed and one of the fastest and latest versions on the market. I have since learned that this is not true. I am very dissatisfied with Ted's Electronics for permitting their sales team to make such promises about their laptops and to sell a laptop under false pre-tenses.
I would appreciate your time to rectify this problem as soon as possible'
1.1 Identify your customers in the context of this organisation.
1.2 Identify three (3) possible needs of the customers who purchase product from Ted's Electronics
1.3 What do you think the issues are? (list two)
1.4 What would you say to Amelia to clarify your understanding of the issues?
1.5 What solutions could you provide to help reach an agreement with Amelia?
1.6 What alternative product could you offer to Amelia instead which would better meet their needs?
1.7 What would you say to Amelia to offer the new product instead? How would you help Amelia to
decide on the best product to suit her needs?
1.8 What would you say to Amelia to inform her of her rights as a consumer?
1.9 Imagine that Amelia was satisfied with the outcome and purchased the new laptop which better suited her needs. The next day, she returns the laptop to you and tells you that she would like a refund as the product is $200 cheaper at a competitor's store. Based on a product being cheaper elsewhere, do you have to refund the money for the purchase? What is the customer's responsibility?
1.10 How would you communicate and explain this to Amelia?
BSBCU5402 Address Customer Needs
Learner Assessment Pack
Assessment
This Assessment Tool is to be used in conjunction with learning material provided by your trainer, resource book for this units and reference documents available on the online learning platform.
In order to ensure the assessments meet the Principles of Assessment and the Rules of Evidence the Technical College of Western Australia (TCWA) has validated the documentation provided to ensure it meets the requirements of the updated Training Package BSB - Business Services Training Package and the revised Units of Competency.
Instructions for Learners
The Assessment Instruments for this Unit of Competency include:
1. Precision Group Learner Manuals
2. Learner and Assessor Manuals
• Assessor Assessment Pack
• The Assessment Instructions for Assessors and Leaners
• The Assessment Tasks
• Theory Assessment Tool (If applicable)
• A Record of Assessment which includes:
Tasks Sign
Off Sheet
Assessmen
t Summary
• The Unit Mapping Matrix
• The Marking Guide
3. Learner Assessment Pack
The Assessment Instructions for Leaners
The Assessment Tasks
Theory Assessment Tool (If applicable)
Learner may also need to conduct external research.
N
Read the Instructions for each of.pctiori j section very
carefully.
1.1 All work is to be submitted by the deadline. Any work submitted ate- 1-E zeafine will
only be accepted with permission from the Academic Coordinator_ rf = -- —eat the
deadline and do not obtain permission to submit your assessment late. e. —e7ked
as -Not Yet competent- and will need to re-submit with penalty.
1.2 Be sure to PRINT your FULL name & LAST name in footer and label the
correctly. If answers are not properly identified, they will be marked as - a _
questions must be answered correctly in order to obtain a competence - -=
competency.
1.3 Plagiarism is illegal. If any candidate is caught cheating or he / she will be immediate.-. dismissed from the class and will have to follow internal grievance procedures for re-enrolling into the course.
(Refer to Plagiarism policy and procedure in student handbook)
(Refer to student handbook for information on Re-assessment or Re-enrolment.)
1,4 Please adhere to submission standards as outlined in the student manual for this unit.
1.5 You are to answer all the questions in your own words. This is an individual assessment tool. Please make sure that you reference the resources used to assist you.
1.6 If you do not understand the assessment, please request help from the trainer to interpret the assessment.
Task 2 — Role Play
Task 2 requires you to demonstrate your ability to assist to customer needs, satisfy the customer complex needs and wants and manage networks to ensure that customer needs are addressed.
This is a practical demonstration role play.
For this task, you are required to read the following Case Study and then complete the Tasks.
For this task, you are required to read the following case and then will do a role play scenario with the Assessor as Amelia. You can also request for support from your classmate to be Amelia. Your objectives are below.
Ted's Electronics
Ted's Electronics is a small business which is based right in the heart of Sydney. The store sells a range of electronic products, including top range computers and accessories, remote controls, telephones and a range of gadgets and electronic tools. Ted is the owner and manager of the store, and there are six sales staff who work there, and two admin staff. Ted also pays contractors to help with the service department to fix and set up equipment, and develop resolve and provide solutions to customer enquiries.
A customer, Amelia, purchases a laptop on sale from Greg, the team lead sales person. Before purchase, Greg claimed that the laptop was high speed and one of the fastest and latest versions on the market. Amelia was excited about the purchase as this is exactly what she needed for her design work. Amelia took the laptop home to her flat mate, who told her that it was not a fast laptop at all, and it was not the latest version.
Amelia felt disappointed in Greg, and sent an email to the store owner, that read:
'Hi,
I bought a laptop today which your sales person (Greg) said is high speed and one of the fastest and latest versions on the market. I have since learned that this is not true. I am very dissatisfied with Ted's Electronics for permitting their sales team to make such promises about their laptops and to sell a laptop under false pre-tenses.
I would appreciate your time to rectify this problem as soon as possible'
Task.
You are the store owner. You have called Amelia to come in to discuss the issue with you and have apologised over the phone with her. However, wanting to investigate further, she will be coming in to speak to you and Greg would be asked to sit in as well to clarify the situation.
As the store manager, you will now;
• Ensure that the customer needs are fully explored, understood and agreed upon.
• Explain and match the available services and products to customer needs.
• Communicate the rights and responsibilities of customers to Amelia.
• Provide alternatives and suggestions to Amelia.
• Assist Amelia in product options to satisfy Amelia's needs.
• Ensure that there is effective communication between you and Amelia.
• Request for referral from Amelia once you are certain of you can help Amelia needs.
• Probe from Amelia of the needs of her referrals based on the customer needs and availability of needs and services.
• You must maintain a record of customer's interaction with organisational requirements.
TaSk-1
The activities and questions in this Theory Workbook require short answers either in point form or short paragraphs. Please use your own words to answer the questions and avoid directly copying your responses from your learning resources. You must attempt all activities.
You will need access to the following resources:
13513CUS402 Learning Guide
Website: Australian Competitor and Consumer Commission, 'consumers rights an
obligations', 2016, https://www.accc.gov.au/business/treating-customers-
fairly/consunners-rights-obligations
1. What is the difference between an internal and external customer?
2. Please explain five factors which can influence the diverse needs of customers?
3. Explain what the meaning of informed consent is and provided an example?
4. Provide four examples of building good working relationships with external and internal customers?
5. Provide 5 five strategies that can be used with customers to create a -wow- factor and set them apart from others?
6. Describe four methods that can determine the needs and satisfaction of customers?
7. Explain the four steps that should be taken to respond to customer needs?
8. List three ways to respond appropriately to angry customers?
9. Please demonstrate the three main steps involved in successful networking?
10. Describe four networking strategies that you can be implemented to improve customer relations?
11. Explain two ways that can be used to maintain records of customer engagement and interactions?
12. Please explain the definition of consumer guarantees?
13. Explain who must comply with consumer guarantees?
14. Explain four consumer guarantees that business must apply to selling goods?
15. Explain and provide examples if a customer purchased a product and now wants a refund due to finding the same product cheaper elsewhere at a competitor. What is the remedy and is the customer entitled for a refund?
16. If the service fails the customers' needs due to a guarantee not being met, what is the right of the customer if it is a major problem?