DANIELA PAULA DA SILVA SHIC001959 BSBCUS402

Addressing customer needs

Task 01 – Written

1. How should you establish and maintain customer service relationships?

First, we will ensure that the customer's needs are understood and well designed.
Then we will explain the procedures and services to the client so that he is well informed,
explaining his rights and duties with the company.
It will be established through internal company policies and parameters and will be maintained
by the reliability of the service.

2. What is informed consent?

The principle of informed consent constitutes the customer's right to participate in any and all
decisions about the product or service purchased and the seller's duty are to warn about the
risks and benefits of the service involved.
It should be noted that the exercise of informed consent would only be carried out with
accurate and clear information, so it is useless for the professional to use technical terms if the
client cannot orient himself according to them, as the main importance of the information is to
equip the client basic elements to your decision. Thus, the seller must be punctual, choosing
which information is important for the customer's decision, and should not stick more to the
benefits than the risks.

3. How would you explain consumer rights and responsibilities to a customer?

An explanatory book, which will be given before finalising the purchase about the adequate
consumption of products and services, ensuring freedom of choice. The supplier is obliged to
provide all information before the sale so that the consumer can make a conscious choice. It
cannot omit data to induce purchase.
Adequate and clear information on the different products and services, with correct
specification of quantity, characteristics, composition, quality and price, as well as the risks
they present. The customer must receive all specifications before closing the purchase. The
specifications will be in a consumer manual, along with the product manual, or in the case of a
service provision, it will be given at the time of contract acceptance.

4. In terms of customer communication, what strategies can you implement to keep

control and maintain contact?

Providing something extra;

Creating a database with customer information, including email, phone, and date of birth.
On the birthday, the customer will receive a 50% voucher and any product or service
purchased at the store.
Monthly emails will be sent with promotions for each month, discounts, and special vouchers
for customers registered in the store, the promotions will be managed by the store manager.
DANIELA PAULA DA SILVA SHIC001959 BSBCUS402

We will analyze through a program the age of who will be receiving the e-mails, with the
products that interest that will be sent to the right person.

5. How can you make sure you remain up-to-date with your knowledge on products,
services, and any variations of these within ranges?

Through contact with the suppliers of my products, who are responsible for certifications,
however, in services the update will depend on the work environment. Through classes and
practical activities.

Task 2 – Practical demonstration

1. a) My client got in touch to find out the price, size and weight of the television I am
selling.
Because he does not know if the TV support he has at home will support it.
At this moment, I can ask for details of the room of his house to offer him the best dimension
of the television where it is comfortable for the eyes of all who are watching.
An example of a small TV in a large environment. Where can I up-grade my client's question by
selling something more expensive.

The customer's information will be stored in a totally secure database through anti-virus and
anti-hackers.

With e-mails and information about our customers, we will be able to shape our database
according to our needs, for example, the age between 18-25 will receive a different type of
announcement from customers from 26 onwards.

b) The company's marketing area has access to this information.

c) The worst experience was when the customer bought a Samsung Galaxy A30s Black 64GB
Smartphone, 4GB RAM, 6.4 "Infinite Screen, Triple Rear Camera, Digital Screen Reader,
Android 9.0 and Digital TV with us, ORDER n 213041882. Delivery was scheduled for the 10th
June, but on June 1, he consulted the order status, and the order had been delivered at 12
noon on the same day. The customer however did not receive the product. They tried to
contact us and they had to wait 1h40 minutes before speaking with someone. When they
discovered that the device had been delivered to another address, the customer chose have
their money refunded and never returned to buy from us.
d) The best experience we had was a customer who received more than he expected in his
purchase, he thanked us very much for the purchase and referred us to his friends and co-
workers, where we won a purchase of 10 TV`s for his office where he worked.

2. Australia has a national statutory framework to ensure that trading is fair for
businesses and consumers. This framework is administered and enforced by the Australian
Competition and Consumer Commission (ACCC).
The Australian Consumer Law (ACL) provides regulations on unfair contract terms, consumer
rights guarantees, product safety laws, unsolicited consumer agreements, lay-by agreements
and penalties, and other areas.

3. a) A good knowledge of products or services is important because we show and

defend what we sell, we show that we really know what we are selling, including guarantees
and quality certificates.
DANIELA PAULA DA SILVA SHIC001959 BSBCUS402

b. Yes, because in our database we have the date of the last purchase, if we do a filter on
customers who have purchased goods for a long time, thus being able to send a survey or a
questionnaire (feedback).
c. To guarantee the return of old customers we use our database to reach the public with
vouchers and good promotions.
Utilizing feedback processes from both internal staff and external customers to make the
system better. Keeping track of changes via version control. Using feedbacks, databases, and
reality to improving processes.

4. a) Make the process of exchanging goods easier, analysing errors, serving well, personalizing
service, offer discounts and improvements.
The company will improve the relationship with the client, either by making new
communication channels available, facilitating the opening of complaints, or by training
employees to respond efficiently.
Another step will be to better train the employees so that the mistake does not happen again.
b) In our database we have all the complaints and praise from our employees, ensuring that
the mistake made in the past is a learning experience. And we put an emphasis on praise for
maintaining good service.
c) We guarantee the correct service by analysing all the customer's request, from the comfort
of the house where your appliance will be placed to the delivery and specifications of the
goods, we offer free courses in the form of product demonstration, thus guaranteeing
customer satisfaction.

5. a) With an efficient after-sales service is synonymous with a satisfied customer. Based on

this focus, we must do everything to make this step of the process the best possible for your
customers. This is the ideal time for the company to show that it was not only interested in
making the sale, but in providing a satisfactory experience before, during, and after the
conclusion of the deal.
b) Creating campaigns on holidays and sending targeted offers to the public.
Segment customer groups and send personalized offers frequently, according to consumption
habits.
Betting on actions to rescue inactive customers, this directly impacts sales.
Do not forget the customer who is already loyal, encouraging them to become even more
interested in our products and services.
Doing campaigns of upselling (to encourage the consumption of more expensive products, but
that have more quality, in relation to another of the same niche) and cross selling (incentive to
buy related products).
Communicating offers, actions and campaigns on efficient channels, such as SMS, WhatsApp,
push in the app and Virtual Assistant; in addition to social networks.
c) Investing in marketing is a highly positive strategy to reverse the situation of customer
dissatisfaction. The power these people have to deconstruct negative opinions is very great -
especially when that defender is chosen correctly.
d) The strategy is precisely to make them reach us, so that we can solve the problem together
and not through fairness or something. Bring the customer closer and understand their
difficulties, improve and offer and the best way.
DANIELA PAULA DA SILVA SHIC001959 BSBCUS402

Task 3 – Case Study

1. Sally calls the customer to check that everything is working well. Sally makes a conversation
with Sue to check how the new business is tracking.
Sally makes notes every time having sure what the company needs.

2. Sally made a note in the database that the company is in need of accounting software and of
their conversation.
She makes a note to call back next week she also notes details on their database as provided
by Sue.
In the meantime, Sally has discovered software that can keep track of all operational aspects
for new businesses and sends information to Ted, so Ted is impressed that she has successfully
found solutions to their software requirements and places an order for the software with Sally.

Reference (task 01) https://www.austrade.gov.au/International/Invest/Guide-to-investing/

Running-a-business/Understanding-Australian-business-regulation/Australian-business-and-
environment-laws