Task 01:

Satisfy complex customer needs (Role play)

Submission details
The Assessment Task is due on the date specified by your trainer. Any variations to this
arrangement must be approved in writing by your trainer.
See procedure and task specifications below for details.
You must submit both soft copies and printed copies of your answers.
Soft copies-
Upload on the eLearning to the specific submission folder with a cover page clearly indicating
your name, student id, assessment no and the unit name or put those information in the
header and footer of your documents.
Printed copies-
Submit to your Trainer with the "Assessment Cover Sheet" (Filled out and signed
appropriately) attached on top of your documents.
The Trainer/Assessor may further prompt and question in order to receive answers of
appropriate quality or if further clarification required and to validate authenticity of your
submitted work.

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Assessment Description:
Using the workplace scenario information provided, you will perform a role-play in which
you will meet with a customer on at least two occasions to determine customer needs and
deliver a service. You will need to adhere to all organisational requirements, including policies
and procedures to deliver the service to your customer.

Procedure

1. Review the simulated business documentation, including policies and procedures for
Melbourne Car World in the Assessment Task Appendices provided by your assessor.
2. Review the scenario information attached to this task.
3. Plan to make customer contact:
a. study scenario information and requirements for each customer contact attached
to this task
b. plan or create notes to help you complete complex role-plays
c. study customer segment profiles (available in Assessment Task Appendices)
d. study company products (available in Assessment Task Appendices)
e. study policies and procedures (available in Assessment Task Appendices)
f. prepare all documentation needed to provide to customer or assist customer in
decision-making.
Note: You are not required to memorise product features or long policies or procedures,
but should be able to locate information for customers when required.
4. Conduct customer role-play/s. Assessor will determine who will role-play manager
and customer. Assessor may play these roles themselves.
Ensure you follow organisational procedures in the Assessment Task Appendices and
the tasks/activities referred to below to deliver customer service over two separate
customer contacts.
5. Submit documentation as per specifications.

Specifications
You must:
● perform a role-play to deliver a service to a customer over two contacts

● submit notes on customer needs

● submit consent form

● submit feedback from customer.

Your assessor will be looking for:

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 ● communication skills to relate to people from diverse backgrounds and people with
diverse abilities
● information management skills to summarise information verbally and non-verbally

● literacy skills to:

○ interpret product and service features

○ read a variety of texts to prepare general information and papers
○ summarise information obtained from a variety of verbal and non-verbal sources
○ write formal and informal text
● problem-solving skills to develop solutions unique to a customer

● self-management skills to comply with policies and procedures

● organisational procedures and standards for customer service relationships

● detailed product and service knowledge which may:

○ be of significant breadth so as to propose alternative products and services

or
○ be of significant depth so as to propose variations within a limited product and
service range.

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Appendix 1: Melbourne Car World
You are a sales and customer service representative in the West Dealership of Melbourne Car
World.
Consider the following information.
● Your manager, Pat Marks, has asked you to participate in a sales promotion to offer
discounts of as much as 15% on listed car prices. Under supplier contract, discounts
cannot be applied to modifications and additions.
● Due to problems with suppliers and unanticipated demand, there is a 1-month waiting
period for modifications: safety options, sunroofs, spoilers, window tinting, etc. Some
additions such as roof racks, floor mats, etc., have a 2-month waiting period. If
required, customers may take possession of automobiles without required additions in
one month, with additions to be fitted later.
● For people who arrive with young kids, there is play area supervised by a childcare
professional. A small toy car is given as a gift.

A new customer, Sal Burns, has booked an appointment with you at the dealership.

Customer contact 1

Tasks/activities

● Follow procedures to greet customer and explore customer needs. Take

notes. Notes should contain enough information to justify choice of product,
modifications and/or additions.
● Match products to customer.

● Explain at least two potential options for meeting customer needs.

● Help customer to evaluate products and reach a decision.

● Anticipate and work through potential difficulties in delivering products to

meet customer needs.
● Negotiate priorities and determine order of actions to take to fulfil customer
and organisational requirements:
○ explain process to customer
○ summarise offer and price
○ follow procedures to communicate rights and responsibilities to
customer and answer any questions

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 ○ explain consent form and have customer sign consent form
○ discuss communication options and agree on next consultation: date
and time; tasks and activities.

Customer contact 2

Tasks/activities: Follow-up customer contact

● Summarise actions taken so far to meet customer requirements.

● Follow organisational procedures to gather feedback on service from

customer.
● Agree on final consultation to complete delivery: date and time.

● Follow organisational procedures to submit records of customer contact for

storage.

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