Address customer needs

Question 1.2

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Explain what product knowledge is and give three reasons why it important to have sound product/ service knowledge when matching available services and products to customer needs.

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Question 1.3

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What rights and responsibilities do service staff need to explain to customers.

Question 2.1

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List and describe six benefits that might influence a customer’s purchasing decisions.

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Question 2.2

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You work for an organisation that sells cars.

Conduct some independent research on hybrid vehicles and list 10 types of product feature or technical specification that service personnel might need to identify if they were promoting a hybrid vehicle.

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Question 2.3

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It is not features but benefits that sell vehicles (or, indeed, any product or service). Sales people must be able to explain product benefits and assist customers to evaluate the different options that will meet their needs. List and describe four benefits that might apply for the vehicle features or specifications described in question 2.2, and that the salesperson can use to help the customer evaluate the product.

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Question 2.4

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Customer service staff need to prioritise preferred actions and take appropriate action when they identify potential areas of difficulty regarding customer service delivery.

Make a list of five situations in which this might apply.

Question 3.1

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Describe six communication mediums that might be used to establish regular communication with customers.

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Question 3.2

3.2.a

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List four benefits of networking.

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3.2.b

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List five groups or people (in generalised terms) who might comprise part of a network for a business organisation.

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Question 3.3

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Every organisation will have procedures and standards for customer service relationships. Why are these necessary?

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Question 3.4

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List eight procedures that an organisation might follow to ensure that decisions about targeting of customer services are based on up-to-date information about the customer and the products and services available.

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Question 3.5

3.5.a

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Explain why records of customer complaints should be kept.

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3.5.b

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Why is it important that recorded feedback about customer service should be passed on to all employees.

Question 4.1

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Describe informed consent.

Performance tasks

Task 1.a

Demonstrate the following task:

Task 1.a

You are a Contact Centre Operator for an online Clothing Store in Sydney CBD. Your Pod Leader has asked you to prepare a feedback survey to improve the overall customer service satisfaction.

Create a Customer Service Survey.

Below are some tips when implementing your survey:

1. Use closed questions around demographic and customer information that is relevant such as age, gender, income level.

2. Add open questions that address the following:

a. Address the customer’s needs – what would they like more or less of?

b. How customers would like to be communicated with?

c. What is their level of Customer Satisfaction?

Please note: You can also use a scale rating and have a minimum of 5 questions.

Task 1.b

Demonstrate the following task:

Task 1.b

Following from what you have completed in Task 1a, a customer complaint has been escalated to you. Mrs Joanne Peter has reached out to you to get an update on her husband’s order. Joanne provides you with her husband’s name, postal address and mobile phone number.

During the call, you are aware that you cannot breach customer confidentiality. You advise Joanne that you cannot discuss the order as she does not have verbal or written consent from her husband. Joanne becomes more adamant by saying that this is totally unfair as she always speaks on her husband’s behalf.

Record yourself for 2-minutes simulating that you are trying to explain what informed consent is and to provide her with 2 ways on which her husband can provide his consent for her to advocate on his behalf.

Task 2.a

Demonstrate the following task:

Task 2.a

Your customers give the following feedback in a survey and you have recorded these responses in your customer management system. They say that your service is slow and that no one seems to answer the phone – it always goes to voicemail. They also complained in the survey that your prices are often too high as compared with the competitors.

Write a letter of response to these complaints. Your letter must be at least 300 words. Apologise and explain what you will do to improve.

Task 2.b

Demonstrate the following task:

Task 2.b

Your manager has asked you for a report about what else they could do as a team to improve communication with customers.

Produce a report for your manager:

· Highlight 4 (four) communication mediums that might be used to establish regular communication with customers.

· Give an explanation of the information that should be given to customers such as the business rights and responsibilities that service staff need to explain to customers.

(400-500 words)

Task 3.a

Demonstrate the following task:

Task 3.a

Having product knowledge is an essential sales skill. Understanding your products features allows you to present the product at its best. Research a product of your choice and record yourself for 2 minutes explaining

· What the product is

· Features of the product

· Benefits of purchasing this product over similar products

· Customer feedback surveys

· Price