Task 1: Satisfy Complex Customer Needs

Procedure
1. When free, engage the customer in the following ways as appropriate:
a. smile
b. make eye contact
c. if you know their name, use it
d. if youve seen them at Melbourne Car World before, welcome them back
e. if youve not seen them before, introduce yourself by name
f. if the customer doesnt ask for help, start a conversation with them
g. talk in an energetic manner
h. give them your full attention.
2. When greeting the customer, ensure you (as relevant):
a.

acknowledge customers arrival

b.

greet with a genuine smile

c.

maintain eye contact during conversations

d.

introduce yourself in a friendly manner

e.

recognise repeat customers

f.

start a conversation

g.

talk with an energetic tone

h.

give the customer your full attention.

3. Identify customer needs and match them to products and services.

Research how you would identify your customers needs
1. CSRs should follow the process below:
1. Listen actively to identify needs.
2. Match the features of products and services to identified needs. Ensure you
are familiar with the organisations product and service range and key
features of benefit to different types of customers. Ensure you are familiar with
organisational policies and procedures with regard to:

Delivery options

Pricing, promotions and discounting

Eligibility requirements

3. Explain how the product or service benefits the customer. How do certain
product features, for example, enhance the customers lifestyle or help them
work more efficiently. Describe how other customers have used a product.
4. Continually check with the customer to ensure that you understand the
customers needs. It is important to wait until you have enough information
before proposing solutions that match products to customers. Restate or
paraphrase the customers needs to make sure you understand what they
are.

4. At end of consultation/s with customer and after all needs have been
discovered, add up cost of all products and services. Summarise package
offered.
5. Have customer complete consent form.
6. Fulfil customer order as negotiated.
7. Ask customer to participate in customer service feedback questionnaire. Assist
customer to complete.
8. Submit all documentation and records to manager for storage in accordance
with Recordkeeping Policy and Privacy Policy.

a) study customer segment profiles (available in Assessment Task

Appendices)
b) study company products (available in Assessment Task
Appendices)
c) study policies and procedures (available in Assessment Task
Appendices)
d) 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.
1.

2.

Conduct customer role-play/s. Assessor will determine who will roleplay 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.
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:
o interpret product and service features
o read a variety of texts to prepare general information and papers
o summarise information obtained from a variety of verbal and nonverbal sources
o 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:
o be of significant breadth so as to propose alternative products and
services or
o be of significant depth so as to propose variations within a limited
product and service range.

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 2month 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:
o explain process to customer
o summarise offer and price
o follow procedures to communicate rights and responsibilities to
customer and answer any questions
o explain consent form and have customer sign consent form
o discuss communication options and agree on next consultation: date
and time; tasks and activities.

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.

Task 2: Manage Networks to Meet Customer Needs

Performance objective
For this task, you will demonstrate knowledge and skills required to manage
networks to ensure customer needs are met.
Assessment description
Using the workplace scenario information provided, you will develop policies and
procedures for customer interactions, including referrals. You will also provide a
written reflection on the process you undertook to complete this assessment.
Procedure
1. Review the simulated business information for Melbourne Car World in the
Assessment Task Assessment Task Appendices provided by your assessor.
2. Review the scenario information attached to this task.
3. Revise existing policies and procedures for customer contact (that is, the Policy
and Procedure for Customer Consultation).
4. Produce a 12 page written reflection including:
a. a description of steps you might take as manager to encourage staff to
participate in networking and information gathering
b. a list of at least two professional associations and two sources of trade
information (research online, for example)
c. a list of two Australian car customisers for possible contact, negotiation,
and inclusion in preferred partners list (research online, for example)
d. a short explanation of why the above could be valuable to Melbourne
Car World
e. two digital methods to create, store and retrieve documents and/or
customer information
f. a description of ways to establish effective regular communication with
customers
5.

Submit required documentation as per specifications below.

Specifications
You must:

submit revised policies and procedures

submit a 12 page written reflection.

Your assessor will be looking for:

information management skills to summarise information verbally and non

verbally
literacy and numeracy skills to:
o
read a variety of texts to prepare general information and papers

o summarise information obtained from a variety of verbal and nonverbal sources

o write formal and informal text
self management skills to seek learning and development opportunities
knowledge of consumer rights and responsibilities: consumer law
knowledge of organisational procedures and standards for customer service
relationships.

Scenario Melbourne Car World

You are Pat Marks, Manager of the West Dealership of Melbourne Car World. The
General Manager for Sales has asked you to review the customer consultation
practices of staff as part of the organisations commitment to continuous
improvement.
Issues with customer consultation include:

insufficient customer contact policy:

o insufficient
information
regarding
consumer
responsibilities
insufficient detail in consultation procedures to ensure
sales staff:
o analyse up-to-date needs of customers and
appropriately to up-to-date products and services
o refer to other documentation such as related
procedures
o use list of strategic partners appropriately
o refer customers directly to preferred partners for
modifications
o explain family-friendly policy
o present small children with toy car.

rights

and

inexperienced
match

them

policies and

non-standard

Your manager would like you to review, revise and make necessary additions to
existing policies and procedures to ensure customer contact is undertaken in
accordance with organisational requirements.
You need to use up-to-date procedures to ensure that customer information is
updated at regular intervals and that new product information is included.
Also, you will need to ensure your employees undertake networking and research to
keep abreast of industry developments and contribute to the search for industry
strategic partners. Undertake research of professional associations and information
sources for Melbourne Car World.