RTO 90982

CRICOS 02599C

Assessment 1
Knowledge Test & Case Study
Unit: BSBCUS401 Coordinate implementation of customer service strategies

Qualification: BSB42615 Certificate IV in New Small Business

Training Package: BSB Business Services

Due date: Assessment Type:

Week 6 Knowledge Test & Case Study

MARKING GUIDE

Assessment Guidelines
Please read the following assessment guidelines carefully.

1. The purpose of this activity is to assess your knowledge in advising on customer service needs and supporting
implementation of customer service strategies.
2. If you have any considerations that may affect your performance in the assessment please inform your assessor
immediately. Your assessor will provide you with a suitable alternative to complete this assessment.
3. To gain competency for this assessment, neatly write the correct answers on the sheets provided or demonstrate
competency in activity tasks by the due date.
4. Place your name and date at the top of the page and on the Feedback Evaluation Sheet (back page).
5. Your assessor will return it to you with comments and your results. This information will be supplied at the end of this
document on the results page.
6. If you feel the decision made by your assessor was incorrect please refer to your Student Handbook for information on
assessment appeals for the required steps to appeal this decision.
7. A “NYS” (not yet satisfactory) result of this task may be returned to you for a re-assessment. Re-assessments must be
submitted by an agreed date with your assessor or as soon as possible within the duration of the unit.
8. The re-assessment work must address the specific performance tasks beyond doubt for the assessor to issue a competent
(pass) result. A repeat NYS outcome could lead to an administration fee.
9. All work must be done individually. Copied work will not be accepted and could lead to an “academic non-
performance” rating.
10. Complete the Feedback Evaluation Sheet by signing and ticking the appropriate box as to whether you wish to appeal or
finalise this assessment.

□ I have read and agree to the assessment guideline conditions above.

____________________________ Date: ______________

STUDENT SIGNATURE

Task 1 Knowledge Test

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 For each of the below question place a tick in either the “Correct” or “Not Correct” column to
present your answer.

Question QUESTIONS Correct NOT

Number Correct
1 In a Monopoly often the Company may NOT NEED to provide good customer service. 
2 In a DUOPOLY there is MORE NEED for the two Companies to provide good customer
service.

3 In a free, competitive and open market it is important for the competing Companies
to provide REALLY good customer service.

4 Good communication with customers will offer information on how to improve the
product and service offered.

5 Listening to customers is TWICE as important as talking to customers. 
6 Supervisors must also listen closely to the customer service improvements that the
staff might suggest.

7 Barriers to effective communication will always exist and must be identified. 
8 Asking lots of questions is often important to fully understand the problem. 
9 While the answer is being given we should be thinking of the next question to ask. Is
this correct communication technique?

10 Feedback from the customer should be confirmed with them before moving forward
towards solving the problem. Is this correct technique?

11 We should constantly be acknowledging the speaker so as to encourage them to
continue, until they have finished. Correct?

12 Silent acknowledgement might be nodding, smiling and showing agreement. 
13 Poor Listening would be to interrupt the speaker, concentrate on something else or
to think of a solution while they are still explaining the problem.

14 Telesales acknowledgement in a conversation might include making Ahhhss and
MMmmmss sounds whilst listening to the caller.

15 Personal space varies from one person to another and one culture to another. 
16 To invade someone’s personal space is considered as quite upsetting. 
17 Personal space changes according to how many people are in one space. 
18 Body language is often more believable than what a person actually says. 
19 A letter received is a very useful record of a customer’s real complaint. 
20 To have a good customer service we must FIRST have a good customer feedback
system. Is this correct?

21 Internal customers can often be other Company staff members. Correct? 
22 External customers are usually ones who are paying you. Correct? 
23 Customer Service is a cost overhead and does not earn revenue. Correct? 
24 Adopting a Continuous Improvement system for customer service is REALLY important
for a Company wanting to provide good standards. Correct?

25 If a complaining customer is shouting and is rude it is OK to shout and be rude in
reply. Correct?

26 Managers should try and encourage the work team to consider, analyze, investigate
and solve the problems. Correct?

27 Loyal customers are REALLY important to a Company. Correct? 
28 Customers are loyal only as long as the price is kept low. Correct? 
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29 A rewards program is designed to identify and reward repeat customers. 
30 A loyal customer who is complaining is trying to do your Company a favour. Correct? 
31 If your Company is awarded the title “Industry Best Practice” this means that your
Company is the best in the world of all your competitors. Correct?

32 If your Company is measuring itself against the Industry “Benchmark” and is below
that mark then it still has some work to do. Is this correct?

33 Websites should be designed to enable your Company to communicate REALLY well
with your customers in many different ways. Correct?

34 Customers should be able to join Bloggs and Suggestion Surveys so that your products
and service can be improved. Correct?

35 Smiling and having a “smiling” voice are really good skills to use. 
36 Politeness and courtesy are always appreciated by a customer. Correct? 
37 Using a customer’s name often will make them feel really special. Correct? 
38 Doing what you have promised is an ESSENTIAL feature of good customer service.
Correct?

39 Value is the same as a low price. Is this a correct statement? 
40 Feeling important is something we all enjoy. Correct? 
41 Dressing correctly and smartly is important in creating a good first impression. 
42 Keeping the customer waiting will give them the time to think about what they really
need. Correct?

43 Privacy Laws insist that a Company protect the customer’s contact details. 
44 Consumer Laws insist that our Company is always open and honest with customers in
explaining and providing our products and services.

45 The Ombudsman for our industry is there to help solve problems or report issues
affecting our industry, which the Laws do not cover. Correct?

46 Quality Codes of Conduct are the Company rules to follow when dealing with
customers. Correct?

47 OH&S laws are there to protect workers but not the customers. Correct? 
48 We must not discriminate against customers by race or sex. Correct? 
49 Quantitative Analysis involves “crunching” and considering numbers. 
50 Qualitative Analysis involves collecting and considering people’s opinions. 

Task 2 Case Study

Read the case study below carefully and answer all the questions that follow.

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 THE LOCAL NEWSAGENT

In Laura’s community there is only one newsagent. It stocks a large range of goods and is well laid out
and clean. Laura runs a small business from her home and finds herself popping into the newsagent’s
at least once a week. Her purchases range from $3 to $15 most weeks.

Despite the fact that she is in there so frequently, the owner never appears to recognise her. The owner
is always business-like and efficient, however, and always gives the correct change. Laura doesn’t
particularly enjoy going there, but there is no other newsagent so close to home.

Then that changes. Another newsagent opened at the other end of the main row of shops. It is equally
convenient for Laura to go there, so she called in the next time she needed stationery supplies. The
women greeted her and introduced herself as Chris, asking whether she could help Laura find anything
in particular. ‘No thanks, I’ll just have a look around first,’ Laura replies.
Laura concluded that, although the shop isn’t quite as well stocked as the other one, it will easily
supply her needs. She paid for what she wanted and thanked Chris, who cheerfully said, ‘Thanks. See
you next time!’

Laura now purchases all her stationery needs from the second newsagency. She enjoys going in there
and having a quick chat with Chris while she browses and picks up supplies. Laura’s expenditure now
averages between $7 & $22.

1. How would you rate the level of service provided by the two newsagents? Compare the two
and provide reasons what you think are the differences in the level of service provided?

1 = Good Service 2 = Great service 3= Average Service 4= Poor Service 5= Bad Service

a. Newsagent 1

i. Service = Average

ii. Reason - The owner never recognises her even though she is a frequent customer.
The owner is efficient and gives a correct change but is not friendly and is very busy

b. Newsagent 2

i. Service – Good

ii. Reason - Friendly approach, Cheerful disposition, Chatty and helpful person

2. Laura shopped at the first newsagency regularly, does this make her a loyal customer,
and has the first newsagency confused a loyal customer with a customer who is receiving
customer satisfaction?

a. Why is this dangerous for a business?

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 She might have confused loyalty with bare “satisfaction” and having “nowhere else to go”. This is very
dangerous for the business as it can lose its customers as soon as something else pops in its area and
people will have choice (competition).

b. How would you advice the first newsagent to proceed to retain their customer base? In
your answer, include a discussion on meeting the psychological needs of customers.

It would be advisable if the first newsagency could use some “people skills”: be friendlier, smile,
recognise its frequent customers by name, be more cheerful, helpful and chatty. The owner of the first
newsagency needs to recognise people’s needs and make them feel important, respected and
appreciated.

3. List 5 opportunities for the newsagency to provide “sensational moments of truth”?

 When Laura first comes to the shop – being greeted nicely

 When she is selecting the items to buy – being offered some help
 When she is paying for the item she has chosen
 When she was repeating her visits
 When she was leaving the shop

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 Knowledge Test & Case Study- Assessment 1
Feedback Evaluation Sheet
STUDENT’S NAME:

ASSESSOR’S NAME: DATE

BSBCUS401 Coordinate implementation of customer service strategies

UNIT NAME:

Has the learner proven they can: YES NO

Display knowledge of advising on customer service needs appropriately and

knowledge of supporting the implementation of customer service strategies?
 
Provide suggestions on how to improve customer service.  
Promote customer service strategies to organisational staff.  
Display the required skills and knowledge as listed in the Assessment Plan.  
Knowledge of the principles of customer service and knowledge of product and
service standards and best practice models?
 
FEEDBACK TO STUDENT:

Assessment Outcome  Satisfactory  Not Yet Satisfactory  Re-assessment

required

□ The result of my performance in this unit has been discussed and explained to me.
Student
Signature
____________________________ Date: ______________
STUDENT SIGNATURE

ASSESSOR’S DECLARATION:
I hereby certify that the above student has been assessed by myself and all assessments are carried out
as per the Academy’s Assessment Policy & Procedure.
Assessor
Signature
____________________________ Date: ______________
ASSESSOR SIGNATURE

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