Assessment Task Cover Sheet – Assessment Task 2

Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.

Name: Marcus Christopher Oxley

Date of submission: 31st January, 2021

Unit:
 BSBCUS401
 Coordinate implementation of customer service strategies

Assessor to complete

Satisfactory/ Was this a re-

Not submission?
Assessment Task Satisfactory Date Y/N

Case Studies

Case Study 2

STUDENT DECLARATION

I declare that these tasks are my own work.

 None of this work has been completed by any other person.
 I have not cheated or plagiarised the work or colluded with any other student/s.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
 I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.

Student signature: O.Marcus

Student name: Marcus Christopher Oxley

BSBCUS401 STUDENT ASSESSMENT BOOKLET CB V2.0 (ID

102262)
© 2016 Eduworks Resources
Page 1
ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.

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Date:
Assessment Task 2: CASE STUDIES

TASK SUMMARY:
You must complete two case studies.

RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS ASSESSMENT

 Access to textbooks and other learning materials
 Access to a computer and the Internet (if you prefer to type your responses).

WHEN AND WHERE DO I COMPLETE THIS TASK?

 This task may be done in your own time as homework or you may be given time to do this task in class (if
applicable). Your assessor will advise.
Write in the due date as advised by your assessor:

WHAT DO I NEED TO SUBMIT?

 Answers to all questions for case study 1 and 2.
 Proposal for Staff Professional Development (Case study 1)
 Report (Case Study 1)
 Revised customer service procedure (Case study 2)

WHAT HAPPENS IF I GET SOMETHING WRONG?

If your assessor marks any of your answers as incorrect, they will talk to you about resubmission. You will
need to do one of the following:
 Answer the questions that were incorrect in writing.
 Answer the questions that were incorrect verbally.
If the assessor sees that you have not demonstrated the skills to produce the three documents required in this
Assessment Task, or if you have not fully completed each document, they will provide you with feedback and
discuss a timeframe for resubmission.
INSTRUCTIONS:
Read the following case study and answer the questions that follow.

CASE STUDY 1: REDUCTION IN SALES

You work for LBN, a department store consisting of three sales departments:
 Computing, which includes hardware, software, cameras, mobile phones and other devices.
 Small appliances, which includes coffee machines, vacuum cleaners, various kitchen appliances,
bathroom appliances, etc
 Large appliances, which includes televisions, whitegoods, etc.
 Warehousing, which is located behind the building and contains stock of the larger appliances. The
computing and small appliance departments have their own storeroom of stock, which are easily
accessible to staff.
Each department has its own registers and staff to put through customer sales and handle phone enquires.
These staff members are not part of the department’s sales team.
You have been working at LBN for five months as the assistant manager in the computing department.
Your department includes your manager and six other sales staff. Four are part-time staff and the other two
are full-time.
You and your manager, Matt, have been talking about sales in your department and you both realise that
sales have dropped by about 15%.
You suggest to Matt that customer feedback might give an indication of what is going on Matt. suggests
that you sit down together next Monday morning, when the store is at its quietest, and look at some
feedback. He asks you to get together as much feedback as possible within the next four days and review it
before your meeting on Monday. He would like current and past feedback so he can get an idea of issues
over time.

1. List two sources you could use to find out your customers’ needs.

Send emails to customers' inbox and ask them to do the surveys

When saying goodbye to customers, let the staff ask customers for their experience

CASE STUDY 1 CONTINUED…

You spend the next four days gathering feedback about your customer’s needs. When you sit down with Matt
on Monday, you tell him that you have identified some trends in the information you reviewed.
 Feedback A (email from a customer)
I tried to buy a computer from one of your salespeople but he didn’t know what he was talking about.
He tried to sell me something with 2GB of RAM when I want it for gaming. When I said I wanted the
computer for gaming, he told me to buy an Xbox or PlayStation. I ended up buying a gaming computer
from a specialist online retailer. I won’t come back to your store.
 Feedback B (from an online review)
I ordered a printer from their online store and ticked the in-store pickup option. I enquired at the
store three times – over a two week period – whether my printer had arrived. No one knew where
it was. I tried to cancel my order through the store and was told to contact the online store through
their email
 address as they don’t deal with online purchases. It took me three weeks to get the printer – and I
ended up picking it up in the store after all!
 Feedback C (from a customer who was browsing the computers)
Your salesperson can’t seem to tell me what type of video card is installed in this computer. I do some
graphics work and would like a good video card. I asked if I bought a system could I get a discount off
a 27” monitor and a printer as well, but he said there are no discounts at the moment. That doesn’t
seem fair if I am willing to spend a lot of money…
 Feedback D (from a customer at the registers)
Your salesperson was really friendly and I enjoyed talking to her, but she wasn’t sure which brands
were the best and what software came installed on some of the machines. It’s not easy for customers
to find out the specs of your computers. I did some research at home and am buying this brand
because it doesn’t have Windows 10.

2. Review each piece of feedback and for each one write down what the issues were for each customer.

A: staff still confuses about the products B: weak connection between virtual and real platform C: there are no promotion
D: lack of the brand awareness
3. For each item of feedback, write down what could be done to fix the problems you noted in Question 2.

A: We hire part-time staff who don't know that well about the store and the products. Then we should expect the staff to
work for them in full time. If we do, so we have preparation workshops with everybody who deals for us. B: Build an
online and offline information system: to deliver a response when objects are received. C: Development of Promotion
Strategy D: Show the product specifics in the store and be updated.
 CASE STUDY 1 CONTINUED…

After looking at the feedback, Matt becomes very concerned about customer experience at the store. You
and Matt look a bit further and discover that the feedback regarding product knowledge tends to relate to
three staff members in particular, and that there is a need for training in the products being sold.
Matt approaches the store manager and requests that the three employees attend some training. The
manager says to draw up a proposal that shows what they will learn, how it will be good for the store, how
much the training costs, when and where it is held, and what you are going to do about three staff
members being absent.
Matt asks you to complete the proposal. Below is the information you will need to help put together the
proposal.

The seminar is being held from 3pm–7.30pm on Thursday 25 September.

 It is held at 2/45 Marriot Road, Abbotsville.
 The seminar will cost $180 per person.
 Staff who will attend are Miles Cahill, Kushma Chopra, Jackson Ramini.
 Kushma and Miles are part-time staff. Jackson is full time.
 Kushma and Jackson both work 3pm–9pm on Thursdays.
 Miles does not work Thursday. He asked to take time off in lieu the following month. His costs will not
be included in the budget.
 Kushma is paid $35 per hour until 5.30pm and then $45 per hour after 5.30pm.
 Jackson is paid $40 per hour.
 Two full-time staff will be brought in to replace the employees who will be absent on this day. They will
be paid $40 per hour.
 A taxi to the venue for all three staff will cost no more than $45. They will also get a taxi back to the
store.

4. Complete a proposal for staff professional development with the information you have gained so far
during this case study.

Complete this document using Word Processing software (for example Microsoft Word). An example
template is provided that you may use if you wish. Submit it with other your written answers for this task.
You will need to demonstrate that you can use business technology to structure and present information;
that you can create text using clear language and correct grammar; and that you can prepare a budget.
PROPOSAL FOR STAFF PROFESSIONAL DEVELOPMENT
Purpose of proposal: To hold staff training

Staff attending: Miles Cahill, Kushma Chopra, Jackson Ramini.

Event location: 2/45 Marriot Road, Abbotsville.

Date of event: Thursday 25 September.

Benefits to LBN: Improve customer service for satisfaction of customers

Covering absence of these staff: one of the attendants

Budget:
Cost of Kushma’s attendance (ie total cost of staff wages for that
day):245$

Cost of Miles’s attendance: no

Cost of Jackson’s attendance: 240$
Approximate cost of travel for all three employees: 90$
Total fees for seminar attendance: 540$
Cost for two part-time staff to replace absent staff: 480$
 CASE STUDY 1 CONTINUED…

It is now the second week of December and the store is starting to get busy with Christmas sales. Matt has
been on leave since the beginning of October due to being involved in a car accident. In his absence you
have taken the role of acting manager. Matt is coming back to work next week.
The store manager has asked you to prepare a report for both himself and for Matt on his return, detailing
how the department has been running since Matt was away. You have been asked to include sales,
product and customer service information in your report.
You sit down to think about has happened over the past couple of months and jot down the following
points:
 Kushma: doing more hours/best salesperson for computer systems
 Miles: more confident in product knowledge
 Jackson: researching new products/shares his knowledge with everyone
 Sales: up by 25% so far
 Highest Xmas sales: five years ago. This year could top it?
 Feedback from customers over last month: positive.
 Feedback: talking to repeat customers, feedback forms at the register, phone calls to recent customers.
 Appliance department manager asked about the benefits of seminar.

5. Write a report (no more than one page) that you could give to your store manager and to Matt. It must
include:
 The topics listed above, fleshed out in more detail and written in a professional manner.
 Recommendations as to how LBN can continue to increase its customer base and therefore
increase sales in not only your own department, but throughout the entire store.
 Recommendations for more training opportunities for your staff so that customer service is further
enhanced.
You will need to demonstrate that you can:
 Provide documentation and follow-up in the form of a report to management
 Provide relevant and constructive advice and consult and collaborate with others
 Provide recommendations based on verifiable evidence designed to improve future customer service
strategies
 Use business technology to structure and present information
 Create formal text using clear language and correct grammar.

The employees are fitted with the career development course, improved understanding of the commodity.

Kushma now works longer and is the best. Computer systems salesman; Miles shows greater faith in his product awareness is
actively investigated when communicating to customers; Items on the market and the coworkers happily share their expertise.
It's everything. Strong development and they have shared their desire to do more training workshops to acquire the required
skills if necessary. Their hard work and relentless commitment in the last few years results in very good outcome. By
department revenues rising by 13%, well before the selling time during Christmas. On the other hand, my customers' tracking
and appraisal feedback, and everyone was positive. I use multiple ways to assess happiness of clients, I speak to repeated
clients, for example, check the counter input forms and build latest consumers make a few telephone calls.

But I'm sure the workers will say The effect needs preparation and is worthwhile. To further expand the client base, an equal
client program may be built to offer our long-term profit (i.e. discount) to allow consumers to continue to deliver purchase.
 CASE STUDY 2 - LBN 12 MONTHS’ ON

It is a year later, and your department at LBN has been delivering fantastic customer service. Word has got
around that your staff are great, and the weekends have seen increase in customers and sales.
Due to this, you decided to hire two new part-time staff members to help out with the weekend rush. Both
are in their late teens, one female and one male. Their names are Michelle and Dominic. Both start on the
same day and hit it off immediately. They have good product knowledge and required only a small amount
of training in this regard. Things started off positively.
However, about two weeks after they start working at LBN, you receive some complaints from not only your
other staff, but customers.
Complaints include:
 Michelle and Dominic have been seen ‘hiding’ in the staff office, giggling and sharing items on their
phones when they should be working.
 Michelle has been caught taking ‘selfies’ by a number of customers and staff.
 Dominic’s friends often pop in and see him – he has been caught ignoring potential customers by
pretending his own friends are customers, guiding them to products in a far corner so they continue
talking more ‘discreetly’.
 Michelle wears the uniform, but make adjustments that are not appropriate.
 Both Michelle and Dominic constantly check their mobiles, even glancing at them while talking to
customers.
 Dominic tried to force a customer into a purchase because there was only 10 minutes before
closing time, rather than giving them some time to think about it and come back.
 Dominic asked a customer to wait for another salesperson because he was heading out to lunch – he
walked out the department with his arm around his girlfriend.
You look at your store’s customer service standards and realise that they have not been updated for some
time. You ask your store manager if you can make some adjustments, and you are given permission to do
so.

Note: Before you begin this task, research the Internet and read some customer service charters of large
Australian companies. For example, Telstra has theirs published on their website.
6. Write a customer service procedure for LBN that will meet the needs of both your store and its customers.
Use the following points as a guide and remember to think about what customers have already
complained about.
 A brief description of the store and its services/products
 Commitment to excellent customer service (this can include staff attitude, presentation, cleanliness of
store, etc)
 How customer service delivery will meet customer needs
 Knowledge of sales staff
 Customer’s rights.
In doing this you must demonstrate that you can:
 Provide documentation in the form of a customer service charter
 Accurately document customer needs
 Identify the needs and the priorities of the organisation
 Create formal text using clear language and correct grammar
 Promote the improvement of customer service delivery
 Promote customer service strategies to staff, customers and other stakeholders

CUSTOMER SERVICE FOR LBN

LBN shops have three departments: cameras, tablet and hardware computers. Small appliances like vacuum cleaners, coffee
machines and toiletries are also included. The other department oversees warehousing and big appliances such as TV and
white products. This process guarantees that the company serves the needs of customers: The quality of an organization relies
on consumers with outstanding customer service. As a result, workers need to take an acceptable approach to customers by
considering their demands into account. Furthermore, workers must decently portray themselves by, for example, avoiding
cell phones while servicing customers. Workers must also sweep the shop every day to protect health. Understanding
consumer rights: Consumers must be informed, in this respect, of the right to know about price and product quality of the sold
goods. Staff must also log the demands of the customer and plan orders in order to render immediate order priority. Precise
documentation of order details by customers is required. Employees must also track the consumers in order to be pleased with
the services provided.
7. You decide to have a meeting with Dominic and Michelle about their complaints that have been
made. How would you reinforce your store’s customer service standards during this meeting? What
would you say?

Customer care expectations are strengthened by remembering their breach of standards in meeting Dominic and
Michelle. The charter guides on customer service shall be read and allow a summary of their conduct. In addition, the
release of the charter literature for reading will raise standards. Furthermore, warnings of burning, fines and punishments
for infringements of the charter will improve customer service. The ability to ensure good customer service is especially
important. I would tell you to strictly adhere with the Charter in order to ensure proper service delivery. I may also say
that the success of the company and its salaries rely on the charter.

8. How would you ensure your staff knew about the changes to the customer service charter? How
might you communicate the changes and give your staff the opportunity to ask questions and clarify
anything they may not understand?

Announcement through email/company newsletter/company board/company webpage. Request all staff to send back the
acknowledgement form and feedback through online after a week. They could ask any question and clarify anything they
may not understand in staff meeting.
9. What would you do to ensure your staff are following the new charter?

• Teaching workers on the new Charter to familiarize them with the Charter on a daily basis.
• Submissions to make compliance simpler

What do I need to hand in for Part A of this task? Have I completed this?

Your answers to each question ☑

Your Proposal for Professional Development ☑
Your report ☑