Assessment Task 1: Written Questions

Assessment Task 1 Instructions

Provide answers to all of the questions below:

1. Research the Internet and find a product that you are interested in. Then answer the
following questions:
a. What is the name of the product?
b. List at least three key features of the product.
c. Identify three benefits of this product over another similar product.
d. What is the price of the product?
e. Where can the product be purchased?

a. Huawei P40
b. The Battery Rated Capacity is 3,700 mAh.
Fingerprint reader embedded in screen
Limited water resistance (IP53)
c. Bring the best camera on the market on a cell phone.
The cell phone battery lasts more than 24 hours.
The Huawei P40 has fast charging.
d. The market price is approximately AU $ 1,088
e. This cell phone can be purchased on different websites (amazon, ebay, Harvey Norman)
or in vodafon stores.

The information was obtained from the website:

https://consumer.huawei.com/au/phones/p40/specs/

2. Research the Internet and find a service that you are interested in.
Then answer the following questions:
a. What is the name of the service?
b. List at least three key features of the service.
c. Identify three benefits of this service over another similar service.
d. What is the price of the service?
e. Where can the service be purchased?

a. Messina Gelato
b. The staff serving customers have a good attitude and always serve their customers in
the best way.
Instead of buying pre made ingredients, our in-house team of pastry chefs make
everything from scratch.
c. The different stores are very well organized, showing a good atmosphere for their
customers.

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 Messina always tries to innovate with new flavors.
The staff that serves always has a good attitude and this makes customers want to
return.
d. The service has different prices. Messina has a menu and the customer chooses what
they want to consume.
e. Messina has different stores around all of New South Wales.
The information was obtained from the website: https://gelatomessina.com/stores

3. Explain the purpose of the Australian Consumer Law and how it protects consumers’
rights.
The ACL tries to protect the consumer and identify the responsibilities that manufacturers, suppliers
and distributors of consumer products have. It protects the rights of consumers through laws that
apply to all of Australia.

4. Outline the consumer guarantees that apply for both products and services under the
Australian Consumer Law.

The seller or service provider must help the consumer, according to the consumer's guarantee. When
buying a product or acquiring a service, the seller or service provider must offer a guarantee to the
customer, that is, it will help the consumer in future problems that may arise.

5. List the types of products and services covered by the consumer guarantee.

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  Anything for personal or household use, regardless of price
 Vehicles and trailers.
 Anything that costs $40,000 or less

6. Explain why it is unlawful for a retailer to display a sign that states that no refunds are
provided.

They should always allocate the rights of guarantees to the consumer, for this reason signs of no
refunds or changes in offer items can not be used since users are protected under the law of
guarantees.

7. Discuss whether consumers are legally entitled to a refund or replacement if they change
their mind when buying a product or service.

According to the law of guarantees, the seller or service provider is not obliged to make a refund or
make a change for the simple fact that the consumer changes his opinion of obtaining the good or
the provision of the service.

Changes or a refund can only be made when there is a major problem with the product or service, all
covered by consumer warranties.

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 8. Discuss the statement below in relation to guidelines about consumer guarantees.
Provide an example to illustrate your answer.
“Some suppliers or manufacturers tell the consumer an extended warranty provides extra
protection, which the consumer would not have unless they buy it.”

Initially when buying a product it comes with an initial guarantee that covers a certain time of life of
the good, when an extended guarantee is acquired the customer is paying an additional cost so that
in case the product is damaged outside the normal guarantee the seller can respond for this damage.
This can happen when you buy on the phone and initially comes with a one-year warranty, in case
you pay the extended warranty and it is damaged after the year the seller is obliged to help the buyer
either by fixing the product or giving him a new one.

9. Outline the RATER model of customer service and how it can be used by organisations.

The RATER model in the analysis that is used to measure customer expectations. Companies can
use this model to improve the services offered and discover what points to improve.

10. A retailer wishes to establish a consistent welcome procedure for its sales staff to follow
when a potential client enters the sales room. Outline a standard procedure that sales
people could follow. Your answer should be in easy to follow steps.

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The staff should initially approach the potential customer, greet him in a cordial way and ask him
what he needs and how he can be helped, after the customer exposes his need, the seller must
expose the products that can meet the customer's need.

11. Explain the concept of service standards and their importance. Identify two examples of
services standards.

They are the small goals that contribute to the fulfillment of a greater objective, the main
objective is customer satisfaction.
For example speed standards, fast service means convenience for customers. Another
example is standards of friendliness, friendliness is a fundamental characteristic for customer
service.

You must measure them to be able to know if you are meeting the goals set, if customers are
satisfied with the products or services you are providing, it is important that companies know the
level of customer satisfaction to know if they are developing a good job.

12. Explain why a company committed to best practice customer services may choose to measure its
service standards.

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