RTO 40811

CPW 2 - Workplace communication (BSBCUS402A)

Assessment details
Student to complete this section

Name: Ankit Sitaula (Group 2)

Student ID: actacs202106028

Trainer name: Helen Sting

Assessment Due Date:

Studentto keep a record of your own progress

RESULT IN EACH ASSESSMENT ITEM

GRADE
(Please indicate by using S for Satisfactory and U for Unsatisfactory)
Assessment 1 – Role Play

Assessment Activity 2 – Part A

Assessment Activity 2 – Part B

Assessment Activity 2 – Part C

Assessment Activity 2 – Part D

Assessment Activity 3 – Part A

Assessment Activity 3 – Part B

Assessment Activity 3 – Part C

Assessment Activity 3 – Part D

Learner Workbook
OVERALL RESULTS
(Please delete either one for COMPETENT NOT YET COMPETENT
resulting).
FEEDBACK
(Please enter details of
constructive feedback).

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ASSESSMENT GUIDELINES FOR STUDENTS
 You need to achieve a ‘Competent’ grade in ALL the assessments items to be granted a ‘Competent’ grade
in the CPW2 PYP module.
 In case you are not able to achieve a ‘Competent’ grade in any assessment task, you will be given three
(3) attempts to resubmit your assessment. Your trainer will be available to assist you in any areas of
difficulty. Please discuss the assessment with your trainer to seek advice on how you can achieve
competency in the module
 Where relevant, oral questions may be asked to gather more information on your knowledge, skills and
competence in the module.
 A holistic approach is used to assess your skills relevant to this qualification. The skills are assessed across
the different modules offered within this qualification. Where a skill relevant to this module is not
assessed within this assessment pack, please note that the skill will be assessed in another module.
 Your assessment responses must be your own work and plagiarism and/or copying from another student
will not be tolerated. Any information that you take directly from another source to support your own
work must be referenced.

Submit this completed assessment as a Microsoft Word document to moodle.indusinstitute.edu.au

Student Declaration:
I hereby declare:

a) That I am ready to begin assessment and I understand the requirements of this module
b) That this assessment is my own work.

Student Name:

Student Signature:
(Typed)

Date:

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Assessment 1 Role Play
Your trainer will assist you in choosing from one of the scenarios below. You will be paired with another
student.
One student to take the role of a customer service team member in the business. The other student to
take the role of a customer complaining about a product or service. Work individually in groups of two
to prepare for your scenario. The complaining customer to prepare three questions to ask. The
employee to consider likely responses that meet customer needs.
Present in front of class, and receive peer feedback on communication skills, greetings, clarifying
meaning and understanding, appropriate body language, attitude, and tone of voice, building empathy
and rapport, summarising information verbally.
Students can use their own phone to video if they want to further review.

SCENARIO DESCRIPTION
S
1. A university student walks into an Apple store in the Brisbane CBD complaining that
her iPhone burst into flames during a lecture.
2. A client is annoyed with their accountant because their tax return is taking too long.
3. A young mother walks into a Canberra Vodaphone store and complains that the
battery on her Samsung Galaxy S5 smartphone is not charging.
4. A businessman walks into a Telstra shop complaining that the microphone on his
waterproof Samsung Galaxy S5 is not working following an accident where his phone
slipped out of his pocket while hiking in the snow and is not working.
5. A government department employee with a corporate account at Officeworks enters
the Toowoomba store to complain that their new HP printer cannot print anything.
6. A client is unhappy with the website they wanted from their Graphic Designer as it
didn’t meet their requirements for their business.
7. A client is annoyed with their accountant as the fees for their Self-Managed
Superannuation Fund are too high
8. A customer visits the store where she has purchased a new Android phone and
complains that it is not synching with her PC.
9. A customer visits a Canberra Telstra shop to complain that his internet is very slow
after being promised in an advertisement that the speed would be the fastest
available in the suburb of Woden.
10. A customer walks into a Hobart Harvey Norman store to complain that a desktop

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 computer she bought from the store seven months ago has the Blue Screen of Death.
11. A customer comes back to the Costco store complaining that his Lenovo keyboard
does not work after three years of use.
12. A customer returns a laptop one week after purchase complaining that the screen
hinge is broken and demands a new laptop.
13. A customer who purchased Norton anti-virus software recently from a Telstra store
walks into the store complaining that his computer has a virus and he rang the Telstra
hotline but could not understand the help desk operator because her English was so
bad.
14. A client complains that their accountant who did their tax return, wasn’t creative
enough with their expenses and are not getting the refund they were hoping for.

Assessment 2
This assessment has FOUR parts

Part A
Imagine that you have started as an IT Sales manager in a large IT company that bases its reputation on
providing good customer service. You are asked to prepare a short report for the management outlining
how staff should communicate with customers to fully explore and address their needs.
Your report should include:
 Acknowledging the customer
 Talking with the customer
 Recommending products and services
 Communicating on the phone
Answer:
To Management,
Providing excellent customer service is the most key thing that defines the company reputation. As a
part of my report, I have outlined points on how staff should communicate with customers to fully
explore and address their needs. Please find it below:

1. Greeting while customer enters the store.

2. Asking about the interest of customers.

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3. If customer is willing start informal talks, like, weather, birthdays,
dressing.
4. Presenting the customer best solution available according to his/her
needs.
5. Always ask for customer suggestions.
6. First comes listening to the problems
7. Diagnosing the customer problem.
8. Suggesting the available solutions for the problem to the customer.
9. Trying to achieve satisfaction while explain the customer that we are
doing customer handholding.

Part B
Imagine that you have just started working in an IT company that deals mostly in the Small Business
Market. As part of your induction the manager asks you to develop your own personal learning plan to
learn about your organisation’s products and services as well as your prospective customers’ needs.
What information would you need so that you could effectively explain and match available services and
products to customer needs? You should consider the following information:

 Products
1. By encouraging customer feedback on their products.
2. Staying in contact with customers after the sale.
3. Rewarding the customer with the promotion.
 The company
A system that keeps a log about customer’s purchases helps determine and account all
customer purchases. This particular system helps track all previous purchases. This would help in
categorizing old and new customer. Any breaks in purchases can be recognized easily from the
sales team and those customers can be contacted in realizing what went wrong in that
purchase.

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 I have also outlined the points about what or company should do in order to make customer
satisfaction and the needs is fulfilled. Please find it below:
1. Giving customers importance.
2. Making the customer realize that he is in good hands.
3. Presenting the customer, the available solutions.
4. Offer customer good deals and additional promotions.
5. Listening to customer problems clearly.

 Customers
1. Listening to customer problems clearly.
2. Giving customers importance.
3. Making the customer realize that he is in good hands.
4. Presenting the customer, the available solutions.
5. Offer customer good deals and additional promotions.

 Yourself
Answer:
1. To answer customer questions and queries.
2. To give choices to customer about product range.
3. Suggest customers accurately only according to their needs.
4. Staying in contact with customers, example, email customers.
5. Rewarding regular customers with special deals.
6. Encouraging customers to provide regular feedbacks.
7. Use CRM and be presentable.
8. Pay attention to your customer enquiries regularly.

Part C
Prepare a table similar to the following, and briefly explain:
 Why each piece of legislation is important?

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  How it can affect your daily work?
Provide an example of how each piece of legislation may affect the customer’s rights and
responsibilities:
Name of Legislation Why it is important How it can affect your As example of how it
daily work may affect the
customer’s rights and
responsibilities
Anti-discrimination Because it is unlawful It can affect our daily Must ensure there is no
to discriminate based work because being label in the product
on several protected discriminated makes that intends towards
attributes including person feel bad and discrimination.
age, disability, race, morale down and
sex, intersex status, directly affects the how
gender identity and he/she works and work
sexual orientation in performance.
certain areas of public
life, including
education and
employment.
Privacy Laws Because it regulates It affects the way we Making sure the data
the way individuals’ collect customer you collect from the
personal information is information and how customer is kept safe
handled. do we keep it safe. with you and not
shared with anyone.
Environmental Laws Because it involves 1. Reducing your Using water more
being aware of how energy consumption efficiently by using the
your business and emissions right product.
operations affect the 2. Using water more
environment. efficiently
Regardless of the size
and type of business 3. Managing waste
you run, it is possible to better.
manage your impact on
the environment.
Fair trading Laws and Because it deals how all 1. Ensuring standard Making sure the
Competition and businesses in Australia form contracts do not product you are selling
Consumer Act 2010 must deal with their have unfair terms prices are as it should
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 customers, 2. Honouring customer be and the customer
competitors, and guarantees isn’t over charged.
suppliers. 3. Ensuring the safety
of products and
services
4. complying with rules
on sales practices
Warranties and Because it protects You must ensure goods If a seller of goods or
Refunds. consumers when they must be free of defects services does not meet
buy goods and services. and do what they are any one of the
meant to do. Services obligations, it is a
must be carried out breach of their contract
with care and with the consumer.
When this happens,
skill.
consumers
are entitled to a
remedy from the seller.

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Part D
1. Explain how you would communicate with the following customers and what solutions you’d
offer to solve their complaint:
a) A business customer whose monthly stationery order will be delayed
Answer: You should write an email explaining the current situation and the delay
time of the delivery of the product. Be honest and be precise with your answer as
he is a business customer and needs your full attention.
b) A retail customer who has submitted a complaint to the company website
Answer: Try to figure out the specific problem and troubleshoot the problem.
c) A business customer who purchased a new computer system two years ago.
Answer: As he is a business customer, and he is still your potential future buyers. So
you have to make sure if he needs to fix anything with his old computer and also tell
him information about the new upgrade about his computer which helps him buy
any new equipment related to the computer for business.

2. Why is it important to adjust the communication method to the customer?

Answer: it is important depending upon the nature of the customer. For example, if he is a
business customer, he needs everything in written and specific to his business so in this case we
provide all the information via email. In another scenario, when you are just selling to a retailer,
we can provide the information via marketing tools and what we an offer him as a retailer. So in
above two scenarios, we used two different communication methods direct into two different
people as per the situation.

Assessment 3
This assessment has THREE parts

Part A
Read the Case Study, and then answer the following questions.
Case Study
Mike’s Washer’s specialises in selling washing machines for business and households’ customers. The
sales staff are highly trained in the features of the different washing machines, including their:
 Capacity

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  Water efficiency
 Electricity efficiency
 Warranties
 Reliability
Mike, the owner is proud of the customer service of his staff offers. As well as the sales outlet, they have
a service centre and an emergency repair service. Mike has recently introduced on extended warranty
option, which is selling well.

The following table summarises the details of the four most popular washing machines sold by Mike’s
Washers
Feature Machine 1 Machine 2 Machine 3 Machine 4
Price $850 $1500 $3000 $1150
Warranty 2 years 4 years 3 years 2 years
Load Type Top Front Front Top
Spin Speeds max 1000rpm 1200rpm 1400rpm 1000rpm
Water Efficiency 2 stars 3 stars 3 stars 2 stars
Energy Ratings 2 stars 3 stars 3.5 stars 2 stars
Load Capacity 8 kg 9.5kg 12kg 8kg
Physical 670*1071*680mm 700*1100*700mm 750*1200*700mm 700*1200*680mm
Dimensions
Special Features Delay Start; Lint filter; fabric Stainless steel
electronic controls softener dispenser finish; delay start

1. What questions should a salesperson at Mike’s Washers ask to identify the most appropriate
machine for a customer? Why is this important?
Answer:
 Asking about the interest of customers.

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 Ask the customer needs and product usage.
 Compare different products as customer needs and does it meet their demands.
 Presenting the customer best solution available according to his/her needs.
It is important to ask the customer these questions to suggest him/her the best product by considering
the product features and customer specification on these features.

2. Review the table describing the different models. Which model would you recommend to:
 A student in a share house
 A family
 A Laundromat?
For each case, give reasons for your choice and describe how you would help the customer make
their choice.
Answer:
• A student in a share house
Recommended model would be Machine 1.
 The most important criteria of selection for such customers being price.
 I would make the customer understand that it is the least priced machine.
 The model also has other average rated features.
• A family
Recommended model would be Machine 2.
 The most important criteria of selection for such customers being special features.
 I would make the customer understand that it is a model with highly recommended
features.
 The model also has higher average rated features.
• A Laundromat
Recommended model would be Machine 3.
 The most important criteria of selection for such customers being load capacity.
 I would make the customer understand that it is a model with highest load.
 The model also has higher average rated features and appreciable special features.

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3. Imagine you are working at Mike’s Washers when you receive a call from an angry customer. They
have just taken a load of washing from their machine. The colours have all run together and some of
the clothes are torn. The customer is blaming the washing machine for the problem and is
threatening to post pictures on the problem on Mike’s Washer’s social media page.
What would you say to the customer?
Answer:
 First comes listening to the problems
 Diagnosing the customer problem.
 Suggesting the available solutions for the problem to the customer.
 Trying to achieve satisfaction while explain the customer that we are doing
customer handholding.

What actions would you take to resolve the situation?

Answer:
 Having a feedback system.
 Customer can represent the actual experience with the product/service.
 One unhappy customer can lead towards hundred unhappy customers.
 Keeping track for the feedback and responding to it, by offering best to unhappy customers.
 Repetitive customer feedback on a particular issue.

Part B (the following questions are not related to the case study above)

1. Give examples of at least three different types of business networks and explain why they are
important.
Answer:
 Operational networks
Operational networks include direct reports. It includes people with the power to block or support a
project. It has key outsiders such as suppliers, distributors, and customers.

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  Personal networks
Personal networks can provide important referrals. These are the people who can offer information
and often developmental support.

• Strategic networks
Strategic networks provide opportunities to look at the bigger picture through mentoring, or simply
give a different perspective on your organisation.

2. Explain the possible consequences to an organisation of not having thorough records of customer
interactions.
Answer: A system that keeps a log about customer’s purchases helps determine and account all
customer purchases. This system helps track all previous purchases. This would help in categorizing
old and new customer. Any breaks in purchases can be recognized easily from the sales team and
those customers can be contacted in realizing what went wrong in that purchase. If such information
is not available, then it is not at all possible to address customers on their product or purchase
history.

Part C
Read the customer complain letter, then answer the questions that follow.

Pablo Ruiz
Managing Director
Computer Connections
123 Jones Street
Hamilton
Dear Mr Ruiz,
I am writing to complain about the service I have received from you company.
I visited your Hometown store 4 weeks ago to buy a computer and organise connection to the internet.
The main thing I wanted to be able to do was Skype my daughter, who has moved to Canada. As I am
not very familiar with computers, and do not currently have one, I visited your store rather than conduct
my research online.

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I arrived at your store in the middle of the day, which appeared to be a quiet time. I waited for several
minutes before anyone acknowledged my presence. When I explained what I wanted, the sales assistant
went to get someone else, who took several more minutes to arrive.
I explained again what I wanted. The second person, Frank, directed me to a tablet that he said would
meet all my needs. I explained I really needed something with a keyboard and a large screen, since I
found it difficult to type on the tablets my children use.
Frank continued to show me products that did not suit me. When I explained this, he suggested I do
some more research on your company’s website. I explained that I did not have internet access at
home. On hearing this he laughed at me and said, ‘Surely everyone has internet these days?’
I am writing to you because as Managing Director, I think you should be very concerned about this. After
being laughed at, I left your store. I have since involved my son, who has helped me purchase a desktop
computer with a webcam and internet connection.
I have spent a considerable sum with this other company, who has also directed me to a short course in
computer use for novices. You missed an opportunity for my business and are no doubt losing other
opportunities every day.
Regards,
Rao

1. Write down at least four questions that salespeople at Computer Connections could ask to help
understand how the customer will use their computer. For each question, indicate whether it is an
open or closed question.
Answer:
 Why do you need to buy a computer?
 Do you want it for your personal use or for business?
 How much space are you looking in?
 What size of console are you looking for?
 What is the best price are you looking for?
 What brand are you looking for?
2. Once Frank had understood Rao’s requirements, what should he have done? How might this have
helped him to make the sale? In your response, you should include:
 Actions to obtain the sale:
 Actions if the sale is made
Answer:
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 Actions to obtain the sale
 Review information he has gathered about the customers and their needs. He makes sure
it is up to date.
 Consider what products, services or experiences he has that meet their needs.
 Communicate with credibility.
 Make initial contact with the customer.
 Do not take up more time than you need. Get to the point quickly.

Actions if the sale is made

 Sales will be registered in the sales portal.
 Cross checked the customers and product details before entering in the system.
 Handle the Product to the Customer safely.
 Check the contract and get signed by the customer.
3. How should Pablo, the Managing Director, respond to this letter? Write down the steps you would
advise him to take. Your response should include:
 Investigating the complaint:
 Get to know the service or product he is reviewing. What policies, processes, codes of practice,
product information, account information, customer literature or service charters are relevant?
 Identify any areas of dispute between the customer and the organisation.
 Target any areas that may need further investigation and consider the time implications.
 Allocate time to investigate the complaint fully.

 Recording the complaint:

Trying to figure out the nature of the complaint that is exactly the customer facing the problem
either, he has issued with storage, display or software / any other technical problem. So that
when you identify the problem you can escalate into relevant department for troubleshooting

 Taking steps to prevent recurrence:

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  Make sure that he understands the complaint and the products and services that caused the
problem or complaint to occur.
 Develop an understanding of the complaint from the customer’s perspective.

4. When Pablo reads the letter, he realises that he is missing opportunities to make referrals that will
help his customers.
a) What referral opportunities exist for Computer Connections? In you answer, consider both
internal and external networks.
Answer:
Customer satisfaction leads to generating more business regarding the specific sale whereas
unhappy customers can destroy the business in the market.
When the internal help desk makes sure that customers are satisfied with the solution of their
problems, they are always happy to come back and buy the product. So far, if the management is
good business will be healthy.
b) How could Pablo make sure all staff understand when to make referrals? Write down a training
program that he could use.
Answer:
Manager is responsible for the staff training in which he can conclude some scrum and
brainstorm meetings with the staff members.
He will share the customer experiences regarding different problems and their solutions in which
the staff can get an idea for the future if they face any of them.
All staff are to refer a customer to a product specialist if they do not have detailed knowledge of
a product.

Training Program:
1. Identify product specialist
2. Make sure all staff are aware of products specialist
3. All staff trained to refer customers where detailed knowledge is required.
4. Product training for specialist

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Part D Research project and Presentation
Form teams of 4 people and prepare a business PowerPoint presentation of between 12 – 15 minutes to
pitch a new Customer Relationship Management software solution to your CEO. There is a wide range of
CRM software solutions available, popular brands include:
 Microsoft Dynamics CRM
 Sugar CRM
 Salesforce
 HubSpot
 Zoho CRM
Be sure to focus on the following points in your presentation:
 Write down the CRM name and the key features
Answer: The chosen CRM is Salesforce, and its key features are:
1. Opportunity tracking to keep a track of important data like milestones, decision
makers and customer communication.
2. Marketing campaigns to manage every aspect of marketing.
3. File collaboration to share files with co-workers on secure manner.
4. Analytics and forecasting to get detailed snapshot of business.
5. Email and calendar integration to be fully integrated with email applications.
 Benefits of customer interaction and how your CRM solution focuses on customer retention.
Answer:
1. Enhances better customer service: This system allows each employee to understand the
specific needs of their customers as well as their transaction file.
2. Facilitates discovery of new customers: They keep track of the profiles of the existing
client and can use them to determine the people to target for client returns.
3. Increases customer revenues: CRM data ensures effective co-ordination of marketing
campaigns.
4. Enhances effective cross and up-selling of products.
5. Simplifies sales and marketing processes.
6. It enhances customer loyalty and facilitates optimized marketing.
 Why is it important to maintain ongoing communication with customers? How does the CRM
solution you have chosen to help to do this?
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 Answer:
It is important to maintain ongoing communication with customers, to:
1. Maintain customer relationship.
2. To record customer history of purchase.
3. To maintain customer choices and make recommendations accordingly.
4. To assist customers based on their previous purchases.
Salesforce maintains communications with customers by:
1. Using integrations to get all customer data in one place.
2. Making use of customer data and personalizing.
3. Using social media to reach to customers.
4. Integrating Salesforce to customer service platform.
5. Identifying and re-engaging inactive customers.
 How does the CRM solutions you have researched help provide current information about
customers? In your response consider both contacting the customer and understanding their
purchase habits
Answer:
1. Salesforce's sales cloud gives companies the ability to track contacts and manage
a team to increase sales.
2. The service cloud allows companies to connect with customers and deliver
premium customer service by resolving customer issues.
3. Salesforce helps companies track customer journeys while providing multichannel
marketing campaigns.
4. Community cloud allows companies to directly interact with their customers and
allows their customers to interact with each other.
5. Salesforce has been implementing artificial intelligence (AI), which helps simplify
the analytics workflow to produce more accurate forecasting.
 How does the CRM system maintain records of customer interaction? Give at least three
examples of how an organisation can use this information.
Answer:
1. Having customer information such as past purchases and interaction history easily accessible can help
customer support representatives provide better and faster customer service.

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2. Collection of and access to customer data can help businesses identify trends and insights about their
customers through reporting and visualization features.
3. Automation of menial, but necessary, sales funnel and customer support tasks.

Each student in the group should be involved in presenting the findings. Research software options
online or from personal experiences that satisfy Australian company requirements and prepare your
presentation.
 One team will need to research the best CRM for a small business and that is either free or low cost.
 Second team will need to research a CRM for a medium sized business of up to 100 employees with
an affordable cost.
 Third team will need to research a CRM for an ASX listed Australian company of 1000 employees at a
higher cost
 Fourth team will need to research a CRM for a global company with 50,000 employees and cost is
not an option
All members of the group will need to upload the presentation with the names of all group members as
part of this assessment, when you submit this assessment for grading.

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