The Purpose of the Australian Consumer Law – Key Customer Research Methods – Law Assignment Help

Assignment Task:

Assessment Information 
The assessment tasks for Manage quality customer service are included in this Student Assessment Tasks booklet and outlined in the assessment plan below. 

To be assessed as competent for this unit, you must complete all of the assessment tasks with satisfactory. 

Assessment Task: 
1. Written questions 
You must correctly answer all the questions. 

2. Customer service planning project 
You must develop a customer service strategy and meet with the management team to seek feedback and approval. 

3. Customer service delivery project  
You must review customer correspondence to ensure it meets required response times and information requirements, as well as meet with staff to discuss variances and required actions. 

4. Customer complaints analysis project 
You must review a complex complaint and develop solutions to avoid poor customer service. 

5. Customer feedback and analysis project 
You must develop a customer survey and analyse the results of a customer survey.

Assessment Preparation 
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for clarification if you have any questions at all. 

When you have read and understood this unit’s assessment tasks, print out the Student Assessment Agreement. Fill it out, sign it, and hand it to your assessor, who will countersign it and then keep it on file. 

Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you. 

Assessment appeals 
If you do not agree with an assessment decision, you can make an assessment appeal as per the RSB assessment appeals process. 
You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have other appropriate grounds for an appeal.

Assessment Instructions 
Each assessment task in this booklet consists of the following: 

Assessment Task Cover Sheet 
This must be filled out, signed and submitted together with your assessment responses. If you are submitting hardcopy, the Cover Sheet should be the first page of each task’s submission. If you are submitting electronically, print out the cover sheet, fill it out and sign it, then scan this and submit the file. 

The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which will be satisfactory (S) or not satisfactory (NS). If your work has been assessed as being not satisfactory, your assessor will include written feedback in the Assessment Task Cover Sheet giving reasons why. Your assessor will also discuss this verbally with you and provide advice on re-assessment opportunities as per RSB re-assessment policy. 

Depending on the task, this may include 
• resubmitting incorrect answers to questions (such as short answer questions and case studies) 
• resubmitting part or all of a project, depending on how the error impacts on the total outcome of the task 
• redoing a role play after being provided with appropriate feedback about your performance 
• being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily completed the first time, after being provided with appropriate feedback. 

Assessment Task Information 

This gives you: 
• a summary of the assessment task 
• information on the resources to be used 
• submission requirements 
• re-submission opportunities if required 

Assessment Task Instructions 
These give questions to answer or tasks which are to be completed. Your answers need to be typed up using the software as indicated in the Assessment Task Instructions. 
Copy and paste each task’s instructions into a new document and use this as the basis for your assessment task submission. Include this document’s header and footer. 

If you are submitting electronically, give the document a file name that includes the unit identification number, the task number, your name and the date. 

Assessment Task 1: Written Questions 

Task summary 
This is an open book test, to be completed in the classroom. A time limit of 1 hour to answer the questions is provided. You need to answer all of the written questions correctly. Your answers must be word-processed and sent to the assessor as an email attachment. 

Required 
• Access to textbooks and other learning materials 
• Computer with Microsoft Office and internet access

Provide answers to all of the questions below: 
1. Explain the purpose of the Australian Consumer Law and how it protects consumers’ rights. 

2. Outline the consumer guarantees that apply for both products and services under the Australian Consumer Law. 

3. List the types of products and services covered by the consumer guarantee. 

4. Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided. 

5. Discuss whether consumers are legally entitled to a refund or replacement if they change their mind when buying a product or service. 

6. Discuss the statement below in relation to guidelines about consumer guarantees. Provide an example to illustrate your answer. 
“Some suppliers or manufacturers tell the consumer an extended warranty provides extra protection, which the consumer would not have unless they buy it.” 

7. Explain at least two benefits of an effective complaint handling system for businesses and consumers and outline the standard steps that you would use to effectively deal with a customer complaint. 

8. A retailer wishes to establish a consistent welcome procedure for sales staff to follow when a potential client enters the salesroom. Outline a standard procedure that the salespeople could follow. Your answer should be in easy to follow steps. 

9. Explain the concept of service standards and their importance. Identify two examples of services standards. 

10. Explain why a company committed to best practice customer services may choose to measure its service standards. 

11. Explain the concept of public relations as a method of marketing communication. 

12. Explain five methods by which a company can promote its products. 

13. Explain how customer service can impact on the public relations image of a company. 

14. Explain how you could overcome verbal communication barriers with customers. 

15. Explain how you can overcome barriers to communication with customers who have a hearing impairment. 

16. Outline four keys way of providing excellent customer service. 

17. Explain why an unhappy customer is not good for business. 

18. Explain the importance of understanding customer behaviour and two techniques that can be used to analyse customer behaviour. 

19. Explain three key customer research methods. 

20. Explain the importance of recording and monitoring complaints.