BSBCUS201 Deliver a service to customers

ASSESSMENT COVER SHEET

Student ID Student Name

First Name: RENATA

Last Name: PACE

Student’s declaration:
By submitting this assessment, you are acknowledging and agreeing to the following conditions:
Please check each item in the box, if you agree.

✔ I have read and understood the details of the assessment.

I have been informed of the conditions of the assessment and the appeals process and
✔ understand I may appeal if I believe the assessment is not equitable, fair or just.

✔ I agree to participate in this assessment, and I am ready to be assessed.

I declare that the attached is my own work or in collaboration with other members of a group
✔ as required.
I have acknowledged all sources where appropriate in accordance with ILSC’s Academic
✔ Integrity Policy, and I believe other group members have done the same.

Submitting your assessment: Complete all assessment tasks, save, and upload in Moodle for grading. Please
view the videos on submitting work through Moodle in the FAQ section of your VET Orientation course. Check
Moodle grades and feedback on your submission. You will receive an email notification when your assessment
has been graded.

Assessor’s acknowledgement:
Please verify each of the following principles of assessment by placing a tick in each box. Refer to the
assessor's handbook for further information if required.

Authentic: The assessor is assured that the evidence presented for assessment is the learner’s
✔ own work.

Valid: The assessor is assured that the learner has the skills, knowledge and attributes as
✔ described in the module or unit of competency and associated assessment requirements.
Current: The assessor is assured that the assessment evidence demonstrates current
✔ competency. This requires the assessment evidence to be from the present or the very recent
past.
Sufficient: The assessor is assured that the quality, quantity and relevance of the assessment
✔ evidence enable a judgement to be made of a learner’s competency.

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How to work through your assessment
Your assessment is designed to assess your performance of competency for the unit BSBCUS201
Deliver a service to customers, Release 1. Your assessor will help you fully understand
assessment requirements for this unit.
The features of this assessment are detailed in the following table.

Assessment information This unit describes the skills and knowledge required to deliver
and scope all aspects of customer service at an introductory level. It
includes creating a relationship with customers, identifying their
needs, delivering services or products and processing customer
feedback.
It applies to individuals who perform a range of routine tasks in
the workplace using a limited range of practical skills and
fundamental knowledge of customer service in a defined
context under direct supervision or with limited individual
responsibility.
The key outcomes are:
ž Establish contact with customers
ž Identify customer needs
ž Deliver service to customers

Assessment overview To demonstrate competency, you must successfully complete

all the following assessment tasks:
TASK 1: Online Moodle Quizzes
TASK 2: Short Answer Questions
TASK 3: Workplace Scenarios
TASK 4: Role Play & Observation

Complete the following ü Task 1: Online Moodle Quizzes

tasks You will be completing online Moodle quizzes for each topic to
demonstrate your knowledge of the unit requirements. These
are self-marking.
ü Task 2: Short Answer Questions
You will demonstrate a sound knowledge of the unit
requirements in your responses.
ü Task 3: Workplace Scenarios
You will demonstrate your skills and knowledge by completing
workplace scenarios
ü TASK 4: Role Play & Observation
Your work performance will be documented while being
observed by an assessor.

Record of outcome As you progress through the assessment tasks, your assessor
will use the record of outcome to confirm your performance
and provide relevant advice and feedback.

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 TASK 2 - Short Answer Questions
Purpose You will demonstrate a sound knowledge of the unit
requirements to deliver all aspects of customer service in your
responses.

Instructions All questions must be answered satisfactorily for Task 2 to be

completed satisfactorily.
There is no restriction on the length of the question responses,
or time restriction in completing the assessment.
You must complete all questions unassisted by the assessor or
other personnel, but may refer to reference material as needed.

Resources required The question responses section is the only resource required for
this questioning assessment to be completed.

Reasonable If you are not able to respond to the questions in written form,
adjustment an interview may be used as an alternative approach, if
negotiated with your assessor.

1. Describe two ways that you could greet a customer in a professional and courteous manner?

Hint: What would you say exactly? What body language might you use?

I could greet a customer in this two ways

1) Hello! My name is Renata, I'll be serving you today how can I help you?
2) Welcome to Wood n' Chimneys! my name is Renata. Let me know if there is something i can help
you with.
Always being friendly and polite in a professional way, using my smile.

2. An employee’s personal dress and presentation is dependent on the type of role they
undertake. List four (4) questions you could ask about the uniform in your workplace?

In my workplace I would ask

Is there a uniform available?
If not, which color can I use?
Can I wear jeans or denim clothing?
Can I wear skirts or shorts?

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3. Describe the personal dress you believe would be appropriate for each of the following roles:
a. office worker
b. warehouse worker
c. builder

The personal dress I believe would be appropriate for

Working at the office: Men may have to wear a suit and tie, and women attire, or a nice shirt and
skirt.
Working at a warehouse: Worker may have to wear overalls or work clothes that can cope with dirt,
dust and moving products around. They may be asked to wear special shoes if required.
If you are a builder, you would need to wear overalls, work pants, high visibility top and protective
glasses, gloves, steel capped boots.

4. List six (6) interpersonal skills that help when talking to customers and understanding their
needs.

Some of the interpersonal skills that help when talking to customers we learned during the "

Processing customer complaints" and they were related to active listening, for instance:
1)Listening actively to what the customer is communicating.
2)Providing an opportunity for the customer to confirm their request.
3)Seeking feedback from the customer to confirm understanding of needs.
4)Using appropriate body language.
5)Summarising and paraphrasing to check understanding of customer’s message.
6)Questioning to clarify and confirm customer needs.

5. When working in a customer engagement role, it is important to understand the customer

have different needs, as well as cultural and family differences. List five (5) ways you can help
the customer and be sensitive to their specific needs and differences.

There are many ways to help the customers and still be sensitive to their needs, for example:
Offer help in a respectful way
1)
2) Be patient and give your whole attention with interest.
3) Do not pretend to understand if you do not.
4) Ask the person to repeat what is it is you don’t understand.
5)Do not continue to help people if they tell you that they do not want your help

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6. Describe six (6) ways you could develop rapport with a customer?

1)Give them your undivided attention –make them feel important, heard, and understood.
2)Smile at the customer, give your name and sometimes you can ask theirs too.
3)Try to understand the customer’s needs accurately. This is better than if they have to correct you.
4)When it is appropriate, match the customer’s style.
5)Use customers’ names, and take a personal interest in them as people rather than customers.
6)Ask personal questions such as family, holidays, pets etc., but only if you know them.

7. Would open or closed questions be more useful when trying to determine a customer’s
needs? Explain your answer.

Hint: A closed question has a yes or no response. An open question allows the customer to expand their
answer.

I believe the most useful way to have a productive conversation with a customer to know his needs
is to use open questions at first, because they give a better opportunity to get the information you
need. Afterwards, you can use closed and probing questions to check if you understood properly
what the customer told you.

8. List four (4) resources that organisations can use to identify priorities for service delivery
when evaluating customers’ needs.

The resources organizations can use to further determine priorities for service delivery are:
1) Letters of complaint
2) Warranty or insurance claims
3) Focus groups
4) Staff surveys

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9a. Customers have different areas and categories of needs, depending on the products and
services. List five (5) basic buying needs.

The 5 basic buying needs are:

1) Safety and security of your products and services
2) Performance and durability
3) Appearance and appeal.
4) Comfort and ease of operation
5) Economy and price

9b. Describe how you could help the customer choose a product or service, based on the 5
buying needs from Question 9a.

The customer want something that should look girlish and trendy. I would asked which color does
she likes. I took care of how old she looks like. I asked if the size is also important or it doesn't
matter. I helped her offering a product in two different color ranges of her preference color. I offered
her the newest technology and the fanciest product in my store.

10a. Identify six (6) areas or examples when a sales assistant may be unable to address
customer needs.

Sometimes a sales assistant may be unable to address customer needs, for example
1) when the CSR need more product knowledge
2) when the CSR need more technical skills
3) when the CSR needs to elevate the customer need because he doesn't have level of authority
4) Because of types of customer or their needs
5) when it's about unusual or out of the ordinary problems
6) when it involves complex technical problems

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10b. Name three (3) staff members who could help assist the customer in one of these areas
(refer to Question 10a.

The staff that can help the sales staff are:
A senior staff member - team leader
1)
2) In store specialist
3) CSM

11a. Customers have different needs and wants. List five (5) of the most common customer
expectations.

Most common customer expectations are
Price
1)
2) Prompt and attentive service
3) Quality
4) Action
5) Appreciation

11b. Provide an example from your workplace of how you have promptly assisted a customer to
meet one of these expectations.

Once, at the restaurant I'm working at the moment, I had an angry customer because he order a

bunch of cocktails during the happy hour and a few more a few minutes after the happy hour was
finished. The when I brought the bill he wanted all the cocktails in the happy hour. He was really
angry since the bill was double than he was expecting. I listened to the complaint, apologise to the
customer and I asked my manager if he could approve me gathering all the cocktails orders in the
happy hour. The CSM was happy with my solution and also was the customer. In this case he was
up to Happy Hour Products because of the Price.

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12. A customer has placed an order for a table. It should be delivered within 3 days. List 3 things
you can do to avoid problems and delays when assisting this customer.

To avoid problems and delays when assisting a customer the sales staff can
1) Make sure to work quickly and efficiently with customers.
2) Communicate everything that has to be done and how long it will take. Give honest information
about guarantee, refund policy, when products are out of stock or for example the manufacturer
closed down and there is no refund policy.
3) Keep customers informed on progress and steps.

13. A customer has a complaint that still needs to be resolved. Explain how you will
communicate in a clear, concise and courteous manner to help resolve the issue.

To an ongoing complaint, I would explain how I will solve the problem and what will happen. Next I
would also describe the intended process in stages and steps and avoid technical jargon.
It is really important to build confidence with the customer and show that you really are concerned
and will attempt to resolve the issue.

14. Identify four (4) opportunities that can enhance the quality of services and products.

The opportunities could be

1) Advice about warranties, guarantees or support services
2) Packaging and pricing options
3) Procedures for delivery of goods or service
4) Provision of product knowledge

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Scenario question
You work in a computer store that offers ten different types of computers. Each computer has
slightly different specifications and it can be very confusing for customers. Provide one action or
tool that could be put in place to assist customers before they approach you for advice.
15a. List four (4) things a customer could provide negative feedback about?

A customer could provide negative feedback about

1) Delays
2) Damaged goods or delivery problems
3) Invoicing errors
4) Bad quality of customer service

15b. Choose 1 answer from Question 15a. Describe how you would manage it according to
organisational and legislative requirements?

If I receive a bad feedback from a customer who purchased a damage good in my store I would
apply the ACCA and the internal policies, therefore I would offer the customer for repairing, then
replacing and if not possible, refunding.

16a. Customer feedback is very important for a business. Provide four (4) ways that customer
feedback assists a business.

•Feedback tells you where you can improve services and products.
•It can often prevent problems from happening again.
•It can also confirm what we you are doing well.
•It is an important way for customers to better identify with your organisation and address new
customer service trends and issues.

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16b. Describe a situation of how customer feedback helped improve the products or services in
your workplace, or a business you about.

I once had an angry customer on the phone because he ordered a food delivery and when we got to
his place, the food was already too cold and it was not a good product to warm up. So in this case, I
believe the restaurant should change the delivery policy and only offer products that can be eaten
even 40 minutes later its production.

17a. An elderly customer is interested in buying an iPhone 7. List four (4) questions you could
ask them to identify if this phone would be suitable.

I would ask an elderly customer

1) Why he is looking for in a smart phone?
2) Which features would he like?
3) Which functions he normally use?
4) Which is your price range?

17b. As a result of the questions you asked, you realise that this model is not suitable for your
customer. Provide other options and explain their suitability.

Understanding the needs of my customer, I realized that iPhone 7 wouldn't meet his requirements,
so I suggest him to take an older version of iPhone with which he would feel more comfortable with,
for example an iPhone 6plus. This last one has a bigger display screen, comes with an anti-shock
cover, has the same battery life and it's quite a lot more affordable.

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18. You work at a hardware store. A customer wants to buy a drill. You do not sell drills, but you
do know a hardware store that does. Why would it be good policy to support the customer
and provide the store name?

It would be a good policy to support the customer and provide the name of the store because I'll be

showing how much the store cares about his needs and to establish rapport. The store will gain
credibility and it will demonstrate we not only care about selling, but about fulfilling customers needs.

19. Provide three (3) steps, according to organisational policies and procedures, which can
support customers to make contact with the relevant services to meet their need.

The steps that can support customers to make contact with the relevant services are:

1)Learn to listen to your customers first.
2)Develop a services flow chart to identify the different services within the organisation
3)Look at all feedback so that you may identify all of the organisations services that could be linked
to the cause of the feedback, especially if it is negative

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 TASK 3 – Workplace scenarios
Purpose You will demonstrate your skills and knowledge by completing a
series of workplace scenarios.

Instructions Please read each scenario below carefully before answering the
questions. Each scenario relates to a different customer service
situation, which you must address in your responses.
You must complete the scenario questions unassisted by the
assessor, but may refer to reference material as needed.

Assessment conditions Assessment will be conducted in a safe environment where

evidence gathered demonstrates consistent performance of
typical activities experienced in a customer service field of work
and include access to:
ž workplace documents
ž office equipment and resources
ž interaction with others.

Reasonable adjustment If you are unable to undertake the assessment as designed,

please speak to your assessor.

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Scenario 1.
You have always worked in the construction field. You have been a labourer, a traffic controller
for a construction company and have even qualified as a carpenter.
You have recently injured your back and can no longer work in these physically demanding jobs.
Your doctor has advised you to find a desk job.
You apply and get a full-time job as a sales person at Edwards Furniture and Electrical.
Administrative and sales roles are completely new to you.
You will be given a lanyard and an identification card for customers to recognise, but there will
be no uniform provided. You decide to buy some clothes for the new job.

a. What type of clothes do you think are the most appropriate?

The most appropriate clothes for men in this situation would be probably jeans with a nice shirt or

polo shirt in any conservative color, or dress slacks and coordinating sweater.

2. You have taken the initiative and have visited several different stores in the surrounding area
to see how sales people interact with you as a customer. The best way to learn is from others.
From what you have experienced, describe how you would interact with a customer.
a. How would you greet them?
b. What questions would you initially ask them?
c. How could you establish a rapport with a customer in your initial greeting?

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I would greet them by smiling and being polite. Welcome them like "Hello, im Renata, I'll be serving
you tonight, how can I help you with?" After the first service I would ask if there is something else I
can help with. Showing I care about their need even after the first purchase and I would invite them
to come back. If they do, Ill try to remember what they had last time and ask if they would like to
have the same. If I know it, Ill use their names.

3. It’s your third day at work and you are still nervous when talking with customers. A
customer wants to buy a lounge suite. They have provided you with the details of what they
are looking for. You are unsure if you have completely understood the customer.
a. What steps can you take to effectively communicate with the customer to make sure that
you completely understand their requirements?

I would use appropriate questioning and active listening. I would use paraphrasing to double check
what they've told me. I would also check it out with a close question.

4. An elderly lady approaches you in the computer section. “I want to buy a computer for my
grandson”, she says. You know that is a very broad comment especially since the store has over
twenty different types of computer. How can you show respect to the elderly lady?
a. How can you determine what type of computer she is after without making her feel silly for
not having any computer knowledge?

I can make questions regarding her grandson, how old is he, what he uses the computer for. I would
ask if this would be the only computer or if he owned a previous one to check the technicals details
of the product. I would also ask the prince range. Then i would give her two options that I think will
meet her requirements.

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Scenario 2.
It is your fourth week as a salesperson at Edwards Furniture and Electrical and you have been
placed in the white goods section. It is important that you learn to work in all areas of the store.
You approach a family and ask them what they are after.
They answer, “a fridge freezer”. The white goods section has many different options when it
comes to buying a fridge freezer.
Fridge freezers generally differ in the following ways: Size, price, one door or two doors, freezer
at the top or bottom, dimensions, ice maker and digital panels.

a. What five (5) questions could you immediately ask your customers to narrow down the
choices?

I would ask
Do you have any preference on the appearance of the product?
1)
2) How much space is available to position the fridge?
3) Which is your price range?
4) How many family members live in the place?
5) Which features would you like your fridge to have?

2. With the information you have received from your customers, you are able to identify three
different options.
a. Provide three (3) questions that could you ask the family to determine their priorities so you
are better able to suggest a single choice of fridge freezer.

I would ask then
Would you like it to have a display control screen?
1)
2) Would you like it to have the freezer at the top or at the bottom?
3) Would you like it to have one or two doors?

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3. Before a final choice is made the customer asks you the following question, “Is this product
reliable? Is this product a good choice?”
A difficult question to answer since you have just started in white goods. What action should
you take?
a. Describe how you would explain your actions to the customer.

I have proper product acknowledge and I would definitely recommend it when it is suitable for my
customer needs since she had described them to me. I would also tell her about the store refund
policies and guarantees. I would be honest with the product stock and I would explain her why
exactly this product is what she was looking for.

Scenario 3.

So far, everything has been going well in your sales position. Today you received a phone call
from an unhappy customer: “I ordered a fridge freezer on Monday and you told me that it
would be delivered within seven days. It is Sunday today and it has still not been delivered!”
What you failed to tell the customer is that delivery is within 7 business days, so the weekend is
not included.
a. How would you handle this situation with the customer?
b. What should you do when it comes to Tuesday and the day of delivery?
c. How could you improve your service delivery so this does not happen again?

I would be very clear and honest. I would apologise for the inconvenient and I would take
responsibility to fix it. I would give the customer the confidence on letting me handle the situation by
telling her the exact steps that will follow and tell her the fridge would be there on Tuesday. I would
follow up the complaint by calling her on Tuesday after the delivery was made to ask if everything is
ok and apologise again.
I could improve my delivery service and avoid this situation to happen again by following up the
delivery details and eventually call the customer to tell him in advance that we might be having a bit
of a delay and explain the steps. I would also not commit to deliver in a short term if Im not sure
about it, it is better to deliver the product before the customer expectations and not late.

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Scenario 4.

1. In your enthusiasm to be helpful, you are approaching customers as soon as they walk into
the store. You have received comments such as “Back off”, “I will let you know if I need help”,
“No thanks” and more.
a. What actions could you take based on this feedback?

I would be more patient and wait a few minutes before approaching. I would be active and in alarm
see any body gestures that tells me the customer is seeking for some help. I would give some
to
space for the customer to have his search but being always available for any doubt.

2. Your supervisor has asked you to record any feedback that you receive personally or
regarding another staff member, service, product or any other area of the business in the
feedback register.
a. Why do you think the supervisor has made a point of stressing the importance of
recording feedback?

Because for the manager is a great way to see how the store customer service is having place. It's
good for personal and professional improvement to know where some fails may occur and
also
when some aspect of the personality or the service are doing great for the store.

3. A customer has asked you for a particular brand of baby monitor. The store does not sell this
brand and you suggest other brands in stock. Unfortunately, the customer only wants that
particular brand.
a. You do know of several other stores that sell this brand. Should you let the customer
know the store names? Why?

Yes, if the customer wants something that we don't sell and I've already offered her our products but

they still don't meet her requirements I would recommend other store. Thus I'll be showing my
concerns for the customer needs and not just my need to sell products.

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TASK 4 – Role-play and Observation

Purpose Your performance will be documented while being observed by your
assessor.

Role-play & You will participate in a role-play.

Observation The role–play will be performed with your assessor who will play the
instructions part of a customer and you will play the part of a customer service
representative according to the scenario below.
The job role could be current or one you have previously had. If you
have not been employed in a customer service role, then use your
knowledge of the unit content to create a job role of your own.
Your meeting will take place in a simulated service environment where
you will have access to relevant equipment.
The assessor will assess your required skills and knowledge according to
the observation checklist during the role-play.
The role-play will take approximately 10 minutes. You will need to
perform the role-play during your tutorial class or any other appropriate
time that is mutually agreed with you and your assessor.

Resources required The following resources may be required for this role-play & observation
assessment to be undertaken:
§ relevant product or service information
§ workplace service policies and procedures
§ organisational and legislative documents that relate to the
simulated workplace.

Assessment The assessment will be conducted in a safe simulated environment

conditions where evidence gathered demonstrates performance of a range of
routine workplace tasks under direct supervision or with limited
individual responsibility.

Reasonable If you are unable to undertake the role-play as designed, please speak to
adjustment your assessor.

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Role-play scenario
A customer has entered your store to purchase a product or service you are familiar with and
confident to offer. Your interaction with the customer will assess your ability to communicate in
the workplace and access information relating to your job role as a customer service
representative.
You will need to provide the customer with the following:

a. an appropriate greeting style

b. prompt service
c. an approach that builds rapport
d. effective questioning and listening skills to understand the customer’s needs
e. relevant product and service information
f. opportunities to increase the quality of service
g. feedback and advice according to any questions the customer may have
h. any legal information, refund policy or cooling off period according to the product of
choice.

Observation Checklist
You will be assessed according the following criteria:

Greeting the customer and establishing rapport/relationship.

Identifying the customer’s needs using:

ž appropriate open and closed questioning

ž active listening

ž interpersonal skills including positive body language

Providing prompt service to address customer needs.

Maintaining sensitivity to customer needs and differences.

Being honest with the customer to provide any legal and relevant refund policy information.

Identifying and following up opportunities to increase the quality of service and products.

Responding to, and recording all customer feedback according to organisational standards,
policies and procedures.

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