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STUDENT NAME : HOANG THI THANH HUYEN STUDENT ID NUMBER : 15500SUBJECT : BSBCUS402 Address customer needsPREPARE FOR : TAREQUL AHAD ASSESSMENT TASK 2 1. Review the simulated business documentation, including policies and procedures for Melbourne Car World in the Assessment Task Appendices provided by your assessorYou are the west agent director of Melbourn Car Word- you need to consider the customer advisory activities of your staff for continuous improvement* problems with customer advice- customer contact policy is not enough- insufficient details in the consultation process due to inexperienced staffYou are the sales and customer service representative at the western dealer of Melbourne Car World- The manager asked to join the 15% discount program of listed vehicles
- it takes a month to wait for some parts to be modified, if desired customers can pick up the car first and equip it later- a professional child-watch area and free toy cars as a gif2. Review the scenario information attached to this task.Customer contact 1Tasks / Activities- implement a welcome plan and a demand survey to select productsnote: some information to prove the product choice- Choose products that suit your needs- Explaining 2 potential characteristics- Help customers evaluate products- predicting difficulties in delivering new products- determine the order of activities to be performed○ explain process to customer ○ summarise offer and price ○ follow procedures to communicate rights and responsibilities to customer and answer any questions ○ explain consent form and have customer sign consent form ○ discuss communication options and agree on next consultation: date and time; tasks and activitiesCustomer contact 2Tasks / Activities: follow-up customer contact- Summary of activities performed- Follow the plan to collect customer feedback- Advice to complete delivery: date and time- Follow the plan to send customer contact records
3. Revise existing policies and procedures for customer contact (that is, the Policy and Procedurefor Customer Consultation)Policy for Customer ConsultationRights and responsibilities of the seller of the product- Provide the right products that customers have chosen, responsible for consulting the full features, usage, prices ... and other requirements of customers.- Having the right to request customers to provide complete information on: needs, conditions of use, conditions of transportation; return products, take care of customers later ...- Guide customers how to use the product afer purchase and throughout the use of the product.- There is a policy of product return and customer care afer customers buy products at the website- Commitment to sell goods of the right quality, goods with clear origin, goods with quality measurement standards in accordance with the provisions of law (full of legal papers as prescribed by law). the law )- Website has a mechanism for customers to agree the general provisions of the seller (if any) before making a purchase detailed in Part 3 of this policy.