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Bsbcus201 Assessment V7.1217 PDF
Bsbcus201 Assessment V7.1217 PDF
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Student’s declaration:
By submitting this assessment, you are acknowledging and agreeing to the following conditions:
Please check each item in the box, if you agree.
I have been informed of the conditions of the assessment and the appeals process and
understand I may appeal if I believe the assessment is not equitable, fair or just.
I agree to participate in this assessment, and I am ready to be assessed.
I declare that the attached is my own work or in collaboration with other members of a group
as required.
I have acknowledged all sources where appropriate in accordance with ILSC’s Academic
Integrity Policy, and I believe other group members have done the same.
Submitting your assessment: Complete all assessment tasks, save, and upload in Moodle for grading. Please
view the videos on submitting work through Moodle in the FAQ section of your VET Orientation course. Check
Moodle grades and feedback on your submission. You will receive an email notification when your assessment
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Assessor’s acknowledgement:
Please verify each of the following principles of assessment by placing a tick in each box. Refer to the
assessor's handbook for further information if required.
Authentic: The assessor is assured that the evidence presented for assessment is the learner’s
own work.
Valid: The assessor is assured that the learner has the skills, knowledge and attributes as
described in the module or unit of competency and associated assessment requirements.
Current: The assessor is assured that the assessment evidence demonstrates current
competency. This requires the assessment evidence to be from the present or the very recent
past.
Sufficient: The assessor is assured that the quality, quantity and relevance of the assessment
evidence enable a judgement to be made of a learner’s competency.
Assessment information This unit describes the skills and knowledge required to deliver
and scope all aspects of customer service at an introductory level. It
includes creating a relationship with customers, identifying their
needs, delivering services or products and processing customer
feedback.
It applies to individuals who perform a range of routine tasks in
the workplace using a limited range of practical skills and
fundamental knowledge of customer service in a defined
context under direct supervision or with limited individual
responsibility.
The key outcomes are:
Establish contact with customers
Identify customer needs
Deliver service to customers
Record of outcome As you progress through the assessment tasks, your assessor
will use the record of outcome to confirm your performance
and provide relevant advice and feedback.
Resources required The question responses section is the only resource required for
this questioning assessment to be completed.
Reasonable If you are not able to respond to the questions in written form,
adjustment an interview may be used as an alternative approach, if
negotiated with your assessor.
1. Describe two ways that you could greet a customer in a professional and courteous manner?
Hint: What would you say exactly? What body language might you use?
3. Describe the personal dress you believe would be appropriate for each of the following roles:
a. office worker
b. warehouse worker
c. builder
4. List six (6) interpersonal skills that help when talking to customers and understanding their
needs.
7. Would open or closed questions be more useful when trying to determine a customer’s
needs? Explain your answer.
Hint: A closed question has a yes or no response. An open question allows the customer to expand their
answer.
9a. Customers have different areas and categories of needs, depending on the products and
services. List five (5) basic buying needs.
9b. Describe how you could help the customer choose a product or service, based on the 5
buying needs from Question 9a.
10b. Name three (3) staff members who could help assist the customer in one of these areas
(refer to Question 10a.
11a. Customers have different needs and wants. List five (5) of the most common customer
expectations.
12. A customer has placed an order for a table. It should be delivered within 3 days. List 3 things
you can do to avoid problems and delays when assisting this customer.
13. A customer has a complaint that still needs to be resolved. Explain how you will
communicate in a clear, concise and courteous manner to help resolve the issue.
Scenario question
You work in a computer store that offers ten different types of computers. Each computer has
slightly different specifications and it can be very confusing for customers. Provide one action or
tool that could be put in place to assist customers before they approach you for advice.
15a. List four (4) things a customer could provide negative feedback about?
15b. Choose 1 answer from Question 15a. Describe how you would manage it according to
organisational and legislative requirements?
17a. An elderly customer is interested in buying an iPhone 7. List four (4) questions you could
ask them to identify if this phone would be suitable.
17b. As a result of the questions you asked, you realise that this model is not suitable for your
customer. Provide other options and explain their suitability.
19. Provide three (3) steps, according to organisational policies and procedures, which can
support customers to make contact with the relevant services to meet their need.
Instructions Please read each scenario below carefully before answering the
questions. Each scenario relates to a different customer service
situation, which you must address in your responses.
You must complete the scenario questions unassisted by the
assessor, but may refer to reference material as needed.
2. You have taken the initiative and have visited several different stores in the surrounding area
to see how sales people interact with you as a customer. The best way to learn is from others.
From what you have experienced, describe how you would interact with a customer.
a. How would you greet them?
b. What questions would you initially ask them?
c. How could you establish a rapport with a customer in your initial greeting?
4. An elderly lady approaches you in the computer section. “I want to buy a computer for my
grandson”, she says. You know that is a very broad comment especially since the store has over
twenty different types of computer. How can you show respect to the elderly lady?
a. How can you determine what type of computer she is after without making her feel silly for
not having any computer knowledge?
a. What five (5) questions could you immediately ask your customers to narrow down the
choices?
2. With the information you have received from your customers, you are able to identify three
different options.
a. Provide three (3) questions that could you ask the family to determine their priorities so you
are better able to suggest a single choice of fridge freezer.
Scenario 3.
So far, everything has been going well in your sales position. Today you received a phone call
from an unhappy customer: “I ordered a fridge freezer on Monday and you told me that it
would be delivered within seven days. It is Sunday today and it has still not been delivered!”
What you failed to tell the customer is that delivery is within 7 business days, so the weekend is
not included.
a. How would you handle this situation with the customer?
b. What should you do when it comes to Tuesday and the day of delivery?
c. How could you improve your service delivery so this does not happen again?
1. In your enthusiasm to be helpful, you are approaching customers as soon as they walk into
the store. You have received comments such as “Back off”, “I will let you know if I need help”,
“No thanks” and more.
a. What actions could you take based on this feedback?
2. Your supervisor has asked you to record any feedback that you receive personally or
regarding another staff member, service, product or any other area of the business in the
feedback register.
a. Why do you think the supervisor has made a point of stressing the importance of
recording feedback?
3. A customer has asked you for a particular brand of baby monitor. The store does not sell this
brand and you suggest other brands in stock. Unfortunately, the customer only wants that
particular brand.
a. You do know of several other stores that sell this brand. Should you let the customer
know the store names? Why?
Resources required The following resources may be required for this role-play & observation
assessment to be undertaken:
relevant product or service information
workplace service policies and procedures
organisational and legislative documents that relate to the
simulated workplace.
Reasonable If you are unable to undertake the role-play as designed, please speak to
adjustment your assessor.
Observation Checklist
You will be assessed according the following criteria:
active listening
Being honest with the customer to provide any legal and relevant refund policy information.
Identifying and following up opportunities to increase the quality of service and products.
Responding to, and recording all customer feedback according to organisational standards,
policies and procedures.