BSB CUS402 Address customer needs

Assessment 1: case study

1.Briefly describe the background knowledge Yolanda would need about:
a. The products
Yolanda need to know an ingredient and process to make the product. Also the
range of all the products to tell them specifically to customers
b. The customers
She need to know behavior of the customers to recommend them the wine they will
prefer or other product that they would like to buy
c. The region and history
To show the customers that the company having passion about making wine or olive
oil at lease she should know the history of wine and history of the company to
entertain them with these information
2. Briefly describe the manner she should adopt when dealing with the
customers.
Make the customer feel they are at home by being courteous and allowing them to
feel comfortable and appreciated for doing business with you
Always smile,be friendly and courteous and make eye contact when speaking to the
customer
3. List some of the key words she might use to help her connect with
customers.
Experience to make customers satisfy
Connection - between brand and people

Task2
1. List four tips you would give your staff to ensure their customer service
is of a high quality.
- Patience in every situation
- Clear Communication Skills
- Ability to Use Positive Language
- Willingness to Learn things such as new cultural
2. Why is it important for workers to explain and match available services
and products to meet customer needs?

The knowledge of a product or service can set it apart from the competition.
Features can communicate the capability of a product or service. But features are
only valuable if customers see those particular features as valuable. You want
products or services with features which customers perceive as valuable benefits.
By highlighting benefits in marketing and sales efforts, youll increase your sales
and profits.
Task 3
1. Write down what you would tell him to advise him of his rights and
responsibilities.
- Listen and Understand what customers expect to make him feel calm. Try avoid
arguing with customers. Empathize with their position to create a bond between you
and the customer
- Explain to him about company policy and lawnmower insurance cover that the
problem is happened from him not the company fault.
- Offer a solution to their problem. In this regard, always focus on what you can do
as opposed to what you cannot. There is always a solution. It may not be exactly
what they are asking for, but if you focus on what you can do versus denying them
their requested remedy you have still offered a solution and often merely having
another option is sufficient to remedy the situation.
2. Write down what you would tell your colleague and the reasons for your
response.
Tell him he cant because this is the customer information. He could have a problem
with his job status if something wrong. It could effect the company in a bad way.
Task 4
1. Outline the main deficiencies of the call centre model as an example of
good customer service.
- She have to spend so long time to contact to some customer services
- No recorded of every problem that Maryanne met
- It took too long to solve customer problem
2. What actions should the call centre management take to meet
Maryannes needs?
- If possible send technician in other area to help her immediately if they can
- Offer her special discount or other offer that company can to apologize on what
happen
Task 5
1. What other strategies could Rachael introduce to help her customers
choose the most suitable products?

- Offer a cheap set for the people who doesnt enough budget to get new customers
- Open a cooking course for the people in community
- Hire more full time employees to expand the business
2. What are three things Rachael does well?
- Make food look attractive
- Having knowledge to work by herself
- Keep her product clean and fresh
3. List three improvements you would make to Rachaels business
practices
- Find financial support for her supply chain
- Doing the business improvement workshop
- Offering casual employee development and training
4. Identify any threats that Rachaels business could face in the future.
- Two large supermarkets will be her big competitor
- Her casual employee will leave her business
- Doesnt have enough stock for customers
Task 6
1. Why do you think the cleaning standard has deteriorated at the school?
Because Raul rarely checked since he is busy with expanding business interests that
mean no one come and inspection about cleaner performance
2. What should the principal do to improve the situations?
Hire supervisor to checking everyday after all cleaner done their job. Supervisor will
be the one who take responsibility if complaint happen
3. Should the principal continue to pay Raul each month? Explain why or
not.
Yes he should because if not no one will clean the school for him but make sure his
team improve their performance and wont let it happen too often or he will cancel
the contract
Task 7
What types of complaints does your organization generally receive? List
them and see if you can identify any trends. For examples, are most issues
related to products or customer services?

Rude or unhelpful customer service staff. This complaints happening everywhere in

most of the company because human emotional is unstable.
Task 8
1. List all the ways you could establish effective communication with your
customers.
Avoid negative questions - Asking a negative question creates confusion. It's clearer
if you phrase the question positively or ask an open-ended question
Listen actively - When communicating with others, it's just as important that people
be aware that you're listening as it is that you're actually listening
Beware of interrupting - Be careful about interrupting others, particularly your
customers. They'll be especially upset if, while they're explaining a problem, you
interrupt them and start offering a solution
2. Design a letter drop pamphlet to advertise your range of service to
existing, previous and potential future customers.
BP Gardening and Home Services
Our services is as follows:
Mowing the lawn
Trimming hedges, trees and bushes
Weeding
Watering the lawn, trees and flowerbeds
Fertilizing and mulching
Raking and removal of leaves and other debris
Home maintenance
Contact : 044 567 8910
Email : bpgarden@gmail.com

Task 9
1. Why is it important to establish, maintain and expand your existing
networks in this scenario?
Because if you are doing it good. The power of mouth to mouth or review on the
internet will help you to increase you customer in the future
2. Briefly describe how you would keep your networks up to date and
accurate.
Be sure to let customers know about any changes e.g. Address , Price , Promotion
including Ad. When you keep customers informed of any changes to your
information, it helps ensure that company pay attention to customers quickly and
correctly.

3. List the products and services customers may need outside your
organization
- Hotel
- Transporting services
- Photographer
- Catering
4. Briefly explain how your referrals may benefits the customer, your
organization and the referred organization.
It will help customer by reduce the risk of missing something in their special
occasions and it would help by reduce the price of everything because product and
services are all connect that why customer and get some discount from that

Task 10
1.List and briefly outline five websites that could be useful in gathering
primary and secondary data for marketing purposes.
Hubspot - Hubspot has a fantastic blog covering a range of sales and
marketing topics, including A/B testing, content marketing and email marketing
Vero - Vero have a wealth of resources on their blog covering email marketing,
automation and much more.
Econsultancy - Econsultancy shares the latest digital marketing and ecommerce
insight from a team of analysts and experts.
The Unbounce - blog offers expert advice on landing page and conversion
optimization to help you crush your next online marketing campaign.
Mozs - blog features advice, research, how-tos, and insights all in the name of
helping you level-up your SEO and online marketing skills.
2. Briefly explain why it is important to have current information about
customer and products.
Because when you have a current information of your customers you can getting a
clearer view of your target market to improving customer communications , product
and services , target market , etc.

Task 11
1. Develop a list of the services and products you would be likely to refer
customers to.
- Added more native species and genotype-specific plant and seed

- Expanded our restoration products to include live stakes, fascines, liners, and
gallon stock
- Developed innovative, custom bioengineering materials to offer additional
restoration options, including pre-vegetated coir products
- Provided custom contract growing, seed collection, and plant and seed
amplification services, all of which can ensure the materials and necessary
genotype are available for your project.
2. What benefits would you expect to receive from each of these referrals?
- Getting new way or technic to growing plant
- Make plant having more valuable

Task 12
1. Write a brief paragraph about the organization, including its key
products and services and target customers.
We are doing about cleaning in your office or building. Our services is to make sure
every day your office , toilet or surrounding area is clean to make your work with full
potential in a good environment. My company target is the owner of the building in
the city area
2. How does the organization gather feedback from its customers?
To gather information about feedback is to gather all the complaint each day and
improve it to make sure it clean and ready to use all time
3. Think about the target customer for the organization. Is this method of
gathering feedback suitable of the customer? Why do you think so?
Yes because as a cleaner our feedback is happen when we got complaint. Were
living with complaint without it. That would mean they dont need cleaner anymore