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BSBCUS402 Address Customer Needs

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BSBCUS402 Address Customer Needs

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Part One: Report

Choose one company that you would like to work for and choose one type of product or service that they offer in your chosen field of expertise. Using the research skills you garnered in your undergraduate study, collect, organise, interpret & analyse the following customer service information from your chosen company into a professional report.

You may wish to interview someone who is working in this company as a part of your research.  Answer the following questions in a professional business report style format.

  1. Whatis the name of the company, their vision & mission, their location & the customer services and/or products that they provide?

  2. Who are their customers & what are their customer segments? Describe how you researched this online using specific words and phrases (Boolean operators) to ensure you got valid & reliable information.

  3. How does this company determine what their customer’s needs are? (Use specific evidence-based research examples and explain how this helps identify the customer needs).

  4. Explain the role of promotional strategies in targeting customer’s needs using a specific promotional strategy used by this company for this product or service.

  5. What procedures does the company have in place to ensure that their promotional strategies are up to date and relevant to the customer’s needs? Please include numerical data such as sales figures etc

  6. What products or services are offered by the company to each segment & why? (Identify wherethe company meets the specific needs of the customer in the service or the product and how they match the product or service to these needs). Support this answer with evidence & analysis from your research.

  7. What are some areas of the customer’s need that may not be met by this product or service? (Include any difficulties that you can envisage with the way the product or service is marketed? Support this answer with evidence & analysis from your research.

  8. What alternative products or services are there in the same market? List three (3) and briefly describe their advantages & disadvantages.

  9. If you were working for this company describe how would you assist your customer in determining what they needed from this product or service? What alternatives could you offer them in the product range? How would you prioritise what the customer’s needs were?

  10. What rights do the customers have with regards to faulty products or unsatisfactory services? (Quote relevant legislation, ethical obligations, Codes of Practice, Policies & Procedures, Terms and Conditions, Product Disclosure Statements & identify how & whenthey are applied and what each one means for the consumer).

  11. What procedures would you put in place if you were working in this company to ensure that allreferrals for the product or service are relevant and matching to the needs of the customer?

  12. What events and networks would you need to attend and/or maintain to ensure that you had an ongoing pipeline of referrals? Give two (2) examples one internal and one external and why you consider these two be the most important.

  13. Imagine you are the owner, manager or team member of the company you have picked. Your task is to research current best practice in maintaining customer records and customer interaction history and then describe / suggest what your company will do to achieve best practice in these areas.  You are required to document the process including how your company manages customer satisfaction, customer confidentiality and customer security? How do your recommendations compare with what currently exists in the company?

  14. Finally, who would you distribute this report to if you were working in this company and why? Who would you seek feedback from to ensure that your findings were suitable & sufficient for organisational requirements?

Part Two: Role Play

Develop a script for a role play using the scenario below. The role play will be based on the product or service that you chose to research in Part One where you are engaging with the customer to help them purchase a product or service that would best suit their identified customer needs. You must ensure that in the role play you are addressing this key requirement and applying all of the performance criteria in the Assessor Observation Guide below. Be prepared to answer the Mandatory Questions andany or all of the random questions listed in the Assessor Observation Guide below.

Scenario

Your customer is from a culturally diverse background, different from your own. Ensure you include advice and suggestions on the product and/or service in your solution for your customer’s identified needs that involves knowledge that you have acquired from your network contacts and/or research findings e.g. complementary products or services. You will need a colleague acting as the customer in your role play.

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