Business Customer Research Report & Role Play

Business Customer Research Report & Role Play
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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.

Performance Evidence
Evidence of the ability to:

•    communicate effectively with customers including
o    helping customers to articulate their needs and evaluate options
o    explaining products/services and how they match customer needs
o    establishing regular communication
o    explaining customer rights and responsibilities
o    address customer’s needs
o    use organisational procedures to document customer satisfaction
o    develop and maintain networks to support meeting customer needs
o    identify potential difficulties in meeting customer needs and taking appropriate action.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:

•    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.
BSBRES401 Assessment Requirements
Performance Evidence
Evidence of the ability to:

•    identify or confirm research requirements and objectives
•    gather, organise and present workplace information and data
•    update, modify, maintain and store information
•    maintain and handle data and documents systematically and securely
•    prepare and produce reports including:
•    recommendations based on the analysis of information
•    clear and justified assumptions and conclusions
•    use of efficient, valid and reliable methods
•    use Boolean operators and other search tools
•    analyse, evaluate and interpret data to support organisational activities