Assessment Task 2 - Customer service project

BSBCUS301 Deliver and monitor a service to customers

Assessment Task 1 - Written Questions

Short answer questions

1. What is the Australian Consumer Law?

The Australian Consumer Laws (ACL), being Schedule 2 to the

Competition and Consumer Act 2010, is uniform legislation for
consumer protection, applying as a law of the Commonwealth
of Australia and is incorporated into the law of each of
Australia's states and territories.

2. List two areas that the Australian Consumer Law covers?

a. Unfair contract terms, covering standard form
consumer contracts;
b. Consumer rights when buying goods and services;

3. What is the primary responsibility of the Australian Competition and

Consumer Commission?

Their primary responsibility is to ensure that individuals and

businesses comply with Australian competition, fair trading,
and consumer protection laws - in particular the Competition
and Consumer Act 2010.

4. Why is it unlawful for a business to state that no refunds are provided?

Signs that state No refunds are unlawful.

The following signs are also unlawful:
No refunds on sale items
Exchange or credit note only for the return of sale items.

5. Discuss in around a paragraph whether consumers are legally entitled to a

refund or replacement if they change their mind?

However, signs that state No refunds will be given if you have

simply changed your mind are acceptable.

6. Discuss the statement below in relation to guidelines about consumer

guarantees. Provide an example to illustrate your answer.
Some suppliers or manufacturers tell the consumer an extended
warranty provides extra protection, which the consumer would not have
unless they buy it.

Example for JB HI FI provides consumer to buy extended

warranty to be covered longer than manufacturing offer to save
cost for spend to repair or fix their product.

7. Which products are covered by the consumer guarantee?

Sontaya Tiarpattaradilok
 Assessment Task 2 - Customer service project
BSBCUS301 Deliver and monitor a service to customers

Businesses that sell goods guarantee that those goods are of

acceptable quality - the goods must be safe, lasting, have no
faults, look acceptable and do all the things someone would
normally expect them to do.

8. Discuss three (3) reasons for gathering customer feedback.

a. It gives your customer an avenue to let you know theyre

not happy, in a non-public forum.
b. It gives you the opportunity to contact the client and
resolve the problem you cant fix it if you dont know
about it.
c. It provides an insight into your customers perception of
your service.

9. List five (5) ways of gathering customer feedback.

a. Usability Tests
b. Customer feedback surveys
c. Phone call
d. Exploratory customer interviews
e. Email and customer contact forms

10. List four key interpersonal skills that may be utilised when dealing with
customers.

a. Verbal communication.
b. Non-verbal communication.
c. Listening skills.
d. Negotiation.
e. Problem-solving.

11. List three common areas of misunderstanding that can occur across
cultures.
a. Language/ communicating
b. Beliefs
c. Practices, and behavior

12. List three communication strategies for communicating with culturally

diverse customers?
a. Speak in plain English.
b. Draw diagrams if appropriate.
c. Use an appropriate interpreter.

13. List the standard steps for dealing with a customer complaint.
a. Listen and Understand
b. Empathize
c. Offer a Solution

Sontaya Tiarpattaradilok
 Assessment Task 2 - Customer service project
BSBCUS301 Deliver and monitor a service to customers

d. Execute the Solution

e. Follow-Up

14. As a resident of NSW, who would you complaint to if you were unable to
resolve a complaint with a business?

NSW Fair Trading provides information to consumers and

traders to assist them in resolving marketplace disputes. When
parties are unable to reach a settlement, a complaint may be
lodged and Fair Trading then acts as an informal negotiator.

15. What is the general intent of the Privacy Act 1988?

The Privacy Act 1988 is an Australian law dealing with privacy.

Section 14 of the Act stipulates a number of privacy rights
known as the Information Privacy Principles (IPPs).

16. Briefly describe the purpose of the Australian Privacy Principles and
whom they apply to?

The purpose of the private principles is stop business who is

collecting and using personal information provided that
information to other people. These principles apply to
Australian Government and Australian Capital Territory
agencies or private sector organizations contracted to these
governments, as well as to organizations and small businesses
who provide a health service.

17. Briefly discuss small businesses responsibility in relation to privacy?

The small business operators which fall under the Act are
required to review how they collect, use, keep secure and
dispose of personal information.
Personal information includes information that can identify
someone. Examples include a persons name, address, financial
details, marital status or their billing details. It can also include
sensitive information such as religion, ethnicity and health.

18. Briefly discuss the value for a business of having a privacy policy in
place?

Having a privacy policy in place makes good business sense as

it allows both your customers and staff to understand what
personal information your business collects and why. This
includes information collected on forms, directly from the
individual or from someone else.

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