Reference no: EM131593634 , Length: word count:2000

Task 1 -

The activities and questions in this Theory Workbook require short answers either in point form or short paragraphs. Please use your own words to answer the questions and avoid directly copying your responses from your learning resources.

1. What is the difference between an internal and external customer?

2. Please explain five factors which can influence the diverse needs of customers?

3. Explain what the meaning of informed consent is and provided an example?

4. Provide four examples of building good working relationships with external and internal customers?

5. Provide 5 five strategies that can be used with customers to create a "wow" factor and set them apart from others?

6. Describe four methods that can determine the needs and satisfaction of customers?

7. Explain the four steps that should be taken to respond to customer needs?

8. List three ways to respond appropriately to angry customers?

9. Please demonstrate the three main steps involved in successful networking?

10. Describe four networking strategies that you can be implemented to improve customer relations?

11. Explain two ways that can be used to maintain records of customer engagement and interactions?

12. Please explain the definition of consumer guarantees?

13. Explain who must comply with consumer guarantees?

14. Explain four consumer guarantees that business must apply to selling goods?

15. Explain and provide examples if a customer purchased a product and now wants a refund due to finding the same product cheaper elsewhere at a competitor. What is the remedy and is the customer entitled for a refund?

16. If the service fails the customers' needs due to a guarantee not being met, what is the right of the customer if it is a major problem?

Task 2 - Case Study Scenario

The tasks in this case study require you to research, analyse, plan and interpret information to demonstrate your ability to apply the skills in the unit. You are permitted to work collaboratively in small groups with your peers to complete each task, however, you must document your own responses. ers

Case Study - For this task, you are required to read the following Case Study and then complete the Tasks that follow.

Ted's Electronics

Tees Electronics is a small business which is based right in the heart of Sydney. The store sells a range of electronic products, including top range computers and accessories, remote controls, telephones and a range of gadgets and electronic tools. Ted is the owner and manager of the store, and there are six sales staff who work there, and two admin staff. Ted also pays contractors to help with the service department to fix and set up equipment, and develop resolve and provide solutions to customer enquiries.

A customer, Amelia, purchases a laptop on sale from Greg, the team lead sales person. Before purchase, Greg claimed that the laptop was high speed and one of the fastest and latest versions on the market. Amelia was excited about the purchase as this is exactly what she needed for her design work. Amelia took the laptop home to her flat mate, who told her that it was not a fast laptop at all, and it was not the latest version.

Amelia felt disappointed in Greg, and sent an email to the store owner, that read:

'Hi,

I bought a laptop today which your sales person (Greg) said is high speed and one of the fastest and latest versions on the market. I have since learned that this is not true. I am very dissatisfied with Ted's Electronics for permitting their sales team to make such promises about their laptops and to sell a laptop under false pre-tenses.

I would appreciate your time to rectify this problem as soon as possible'

1.1 Identify your customers in the context of this organisation.

1.2 Identify three (3) possible needs of the customers who purchase product from Ted's Electronics.

1.3 What do you think the issues are? (List two).

1.4 What would you say to Amelia to clarify your understanding of the issues?

1.5 What solutions could you provide to help reach an agreement with Amelia?

1.6 What alternative product could you offer to Amelia instead which would better meet their needs?

1.7 What would you say to Amelia to offer the new product instead? How would you help Amelia to decide on the best product to suit her needs?

1.8 What would you say to Amelia to inform her of her rights as a consumer?

1.9 Imagine that Amelia was satisfied with the outcome and purchased the new laptop which better suited her needs. The next day, she returns the laptop to you and tells you that she would like a refund as the product is $200 cheaper at a competitor's store. Based on a product being cheaper elsewhere, do you have to refund the money for the purchase? What is the customer's responsibility?

1.10 How would you communicate and explain this to Amelia?

Attachment:- Assignment Files.rar