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BSBCUS402 BSBRES411
Assessment Task 3.1 – Customer Service Research Report & Role Play
BSBCUS402 Address customer needs
Unit of Competency:
BSBRES411 Analyse and present research information
Assessment Task: Task 3.1 – Customer Service Report & Role Play
Assessment Submission
Checklist
Report using STYLE Guide provided
Assessor Observation Report (must be signed and dated by your trainer/assessor)
(Student must submit all
of these documents)
Reasonable adjustment: Trainers may make reasonable allowances for learners in accordance with the C&I Learner
Support Policy contained in the Participant Handbook. This may relate to the timeframe for undertaking this
assessment task in class or relate to an extension to the due date. Consult with the Curriculum & Learning Manager
prior to administering this assessment to ensure Learner Support needs are met.
Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:
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Professional Year Program
BSBCUS402 BSBRES411
Assessment Task 3.1 – Customer Service Research Report & Role Play
explain organisational procedures and standards for establishing and maintaining customer service
relationships
describe informed consent
explain consumer rights and responsibilities
describe ways to establish effective regular communication with customers
outline details of products or services including with reference to:
possible alternative products and services
variations within a limited product and service range.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent
performance of typical activities experienced in the customer service field of work and include access to:
Performance Evidence
Knowledge Evidence
The candidate must be able to demonstrate the following knowledge to effectively complete the tasks outlined in
the elements and performance criteria of this unit, and to manage tasks and reasonably foreseeable contingencies
in the context of the work role:
Key features of organisational policies and procedures relating to:
the access of digital information
the storage/transmission of information
legal and ethical obligations relating to workplace information
key concepts related to research and analysis including reliability and validity
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Professional Year Program
BSBCUS402 BSBRES411
Assessment Task 3.1 – Customer Service Research Report & Role Play
key features of research processes and strategies to identify new sources (online and print) of information
and efficient and effective use.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent
performance of typical activities experienced in the knowledge management research field of work and include
access to:
workplace information systems, equipment and resources
workplace policies and procedures
case studies and, where possible, real situations in the workplace.
Assessor of this unit must satisfy the assessor requirements in applicable vocational education and training
legislation, frameworks and/or standards.
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© Navitas Professional 2015 ABN 25 100 404 199
Professional Year Program
BSBCUS402 BSBRES411
Assessment Task 3.1 – Customer Service Research Report & Role Play
PART ONE: REPORT (BSBCUS402 BSBRES411)
Choose one (1) company that you would like to work for and choose one (1) type of product or service that they
offer in your chosen field of expertise. Using the research skills you garnered in your undergraduate study, collect,
organise, interpret & analyse the following customer service information from your chosen company into a
professional report. You may wish to interview someone who is working in this company as a part of your research.
Please reference all valid sources of your information (both on-line and non-electronic). Answer the following
questions in a professional business report style format and upload in Moodle. (Minimum 750 and maximum 1000
words)
1. What is the name of the company, their vision & mission, their location & the customer services and/or
products that they provide?
2. Who are their customers & what are their customer segments? Describe how you researched this online
using specific words and phrases (Boolean operators) to ensure you got valid & reliable information.
3. How does this company determine what their customer’s needs are? (Use specific evidence-based research
examples and explain how this helps identify the customer needs).
4. Explain the role of promotional strategies in targeting customer’s needs using a specific promotional
strategy used by this company for this product or service.
5. What procedures does the company have in place to ensure that their promotional strategies are up to date
and relevant to the customer’s needs? Please include numerical data such as sales figures etc
6. What products or services are offered by the company to each segment & why? (Identify where the
company meets the specific needs of the customer in the service or the product and how they match the
product or service to these needs). Support this answer with evidence & analysis from your research.
7. What are some areas of the customer’s need that may not be met by this product or service? (Include any
difficulties that you can envisage with the way the product or service is marketed? Support this answer with
evidence & analysis from your research.
8. What alternative products or services are there in the same market? List three (3) and briefly describe their
advantages & disadvantages.
9. If you were working for this company describe how would you assist your customer in determining what
they needed from this product or service? What alternatives could you offer them in the product range?
How would you prioritise what the customer’s needs were?
10. What rights do the customers have with regards to faulty products or unsatisfactory services? (Quote
relevant legislation, ethical obligations, Codes of Practice, Policies & Procedures, Terms and Conditions,
Product Disclosure Statements & identify how & when they are applied and what each one means for the
consumer).
11. What procedures would you put in place if you were working in this company to ensure that all referrals for
the product or service are relevant and matching to the needs of the customer?
12. What events and networks would you need to attend and/or maintain to ensure that you had an ongoing
pipeline of referrals? Give two (2) examples one internal and one external and why you consider these two
be the most important.
13. Imagine you are the owner, manager or team member of the company you have picked. Your task is to
research current best practice in maintaining customer records and customer interaction history and then
describe / suggest what your company will do to achieve best practice in these areas. You are required to
document the process including how your company manages customer satisfaction, customer confidentiality
and customer security? How do your recommendations compare with what currently exists in the company?
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© Navitas Professional 2015 ABN 25 100 404 199
Professional Year Program
BSBCUS402 BSBRES411
Assessment Task 3.1 – Customer Service Research Report & Role Play
14. Finally, who would you distribute this report to if you were working in this company and why? Who would
you seek feedback from to ensure that your findings were suitable & sufficient for organisational
requirements?
Ensure you include answers to the questions above in a report format using the style guide provided below.
Body text
Body text should be ordered into clear sections with sub-sections if required. Text should contain analysis of findings
and should be written using paragraphs.
General presentation
• use consistent format including fonts and styles
• use font size 10-12 for body text
• use 1.5 spacing
• one line between paragraphs
• justify text
• use same font style for all headings
• use section headings
• your name and date in footer
• include page numbers
• use correct citation for all references used.
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© Navitas Professional 2015 ABN 25 100 404 199
Professional Year Program
BSBCUS402 BSBRES411
Assessment Task 3.1 – Customer Service Research Report & Role Play
PART TWO: ROLE PLAY (BSBCUS402 BSBDIV301)
Develop a script for a role play using the scenario below. The role play will be based on the product or service
that you chose to research in Part One where you are engaging with the customer to help them purchase a
product or service that would best suit their identified customer needs. You must ensure that in the role play you
are addressing this key requirement and applying all of the performance criteria in the Assessor Observation
Guide below. Be prepared to answer the Mandatory Questions and any or all of the random questions listed in
the Assessor Observation Guide below.
Scenario
Your customer is from a culturally diverse background, different from your own. Ensure you include advice
and suggestions on the product and/or service in your solution for your customer’s identified needs that
involves knowledge that you have acquired from your network contacts and/or research findings e.g.
complementary products or services. You will need a colleague acting as the customer in your role play. The role
play should last for no longer than 10 minutes.
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© Navitas Professional 2015 ABN 25 100 404 199
Professional Year Program
BSBCUS402 BSBRES411
Assessment Task 3.1 – Customer Service Research Report & Role Play
Assessor Observation Report (Assessor to complete only)
You are to observe a role play and offer feedback based on the determined criteria in the table below. A mark of
Satisfactory (S) means that the criteria have been met. A mark of Not Yet Satisfactory (NYS) means that additional
learning or evidence is required. Note: It is compulsory for the trainer to provide feedback in the comments section.
Participant’s name:
Assessor’s name:
S NYS
Greeted the customer in a professional manner
S NYS
Demonstrated knowledge of effective customer service
S NYS
Demonstrated cultural awareness and sensitivity
Trainer Notes:
Mandatory Question:.
Note: all students must answer these questions verbally as part
of the role play
Which organisations within your chosen profession would you
network with in order to continue in meeting your customer
needs?
What information could your networks provide you with to
provide effective and ongoing quality customer service?
S NYS
How do you ensure your customers have informed consent to
make their purchasing decision?
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© Navitas Professional 2015 ABN 25 100 404 199
Professional Year Program
BSBCUS402 BSBRES411
Assessment Task 3.1 – Customer Service Research Report & Role Play
Additional Questions: The assessor may choose a random selection of the following questions to ask the
participant in order to clarify understanding of observed behaviour during the role play. Assessor Note: Please
circle those questions asked during the observation and make relevant notes in the feedback section below.
2. At what point should you seek assistance from a colleague or a supervisor when handling customer
complaints?
3. Where should the customer complaint information and transaction history be stored within the organisation?
4. What should you be aware of in regards to your own body language when communication with a disgruntled
customer?
Is the participant Satisfactory (S) or Not Yet Satisfactory (NYS)? (S) ( NYS)
Feedback:
Assessors Signature:
Date:
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