Assessment Task 1 BSBCUS402 Address customer needs

Satisfy complex customer needs

Submission details

Candidate’s name Phone no.

Assessor’s name Phone no.

Assessment site

Assessment date/s Time/s

The assessment task is due on the date specified by your assessor. Any variations to this
arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for
details.

Performance objective
For this task, you will demonstrate knowledge and skills required to assist customers to
clearly describe their needs, satisfy complex customer needs and establish effective
regular communication with customers.

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)

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Assessment Task 1 BSBCUS402 Address customer needs

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:

● 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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Adjustment for distance-based learners

● No variation of the task is required.

● The role-play may be conducted via video or teleconferencing.

● A follow-up interview may be required (at the discretion of the assessor).

● Documentation can be submitted electronically or posted in the mail.

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Assessment Task 1 BSBCUS402 Address customer needs

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

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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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Assessment Task 1 BSBCUS402 Address customer needs

Identify the customer needs

Before start promoting the business we need to know what our customers want
and why. Good customer research helps us to work out how to convince our
customers that they need our products and services.

Identify the customer

The first step of customer research is identifying the customers. Our market
research should help us to understand our potential customers. Further customer
research can help us develop a more detailed picture of them and understand
how to target them. It will also highlight key characteristics our customers share,
such as:
 gender
 age
 occupation
 disposable income
 residential location

 Recreational activities

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Notes on Customer Needs

Sal Burns has a big family, he needs a new car but he doesn’t have too much money. The
best for him and his family is RCV Rover. That is because the 15% discount and he make
additions:

- Back seat DVD player $400

- Towbar $200

- Roof Racks $300

- Window tinting $400

Additions Total is $ 1300

RCV Rover $38000 – 15% = $ 32300

Finally, RCV Rover $32300 + additions $1300 = $33600

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Assessment Task 1 BSBCUS402 Address customer needs

Consent Form for Offer of Vehicle or Service

Our pledge to you, our customer (in accordance with the VACC Code of Practice):

 Melbourne Car World will observe proper standards of conduct and act
honestly and fairly in their dealings with you, the customer.

 Melbourne Car World will not commence repairs without authorisation from
the customer or agent.

 Melbourne Car World will advise customers of any necessary variation to

negotiated offers and agreements.

 Melbourne Car World will carry out only those tasks for which they are
properly qualified and equipped.

 Melbourne Car World will ensure any goods or parts sold are of
merchantable quality and fit the purpose for which they are required. MCW
will examine and then repair or replace defective vehicles or parts at no
cost to customer.

 Melbourne Car World will not knowingly mislead a consumer in relation to

the sale, purchase, service or repair of a motor vehicle or accessories not
be party to any improper practice.

 Melbourne Car World warrants that all repairs and services provided,
including sub contracted services, shall be of good quality and
workmanship and all parts supplied free of defects and such warranty shall
apply for a specific number of kilometers or period of time.

 Melbourne Car World guarantee clear title to any vehicle offered for sale
and will provide supporting documentation on delivery including
registration and roadworthiness certificate, etc.

I understand that my personal information given to Melbourne Car World to

facilitate my purchase and provide customer service feedback will be used in
accordance with Melbourne Car World policy and Australian Law.

I understand and agree to:

 the total cost of the sales/service package negotiated

 my obligation to pay or arrange financing for the negotiated price at

required date

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 all conditions associated with this purchase explained to me by the sales

representative.

Signature: Date:

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Assessment Task 1 BSBCUS402 Address customer needs

Customer satisfaction survey

Please answer the following: Yes No

Were your needs as a customer met?

Was a vehicle comparison provided?

Did the comparison allow you to make an informed decision?

Were the vehicles features and benefits explained to you?

Did the vehicle meet your budget constraints?

Did the ‘sales person’ source a vehicle that met your requirements?

Were at least three additional products or services identified?

Was the service centre accessible to you?

Did you have enough information to make an informed decision about

aftermarket products?

Did the ‘sales person’ communicate with you regularly and effectively?

Would you use this sales person again?

What was good/bad about your experience?

Where could the ‘sales person’ improve?

Signature: Date:

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