Describe two actions you could take to keep track on

Describe two actions you could take to keep track on your competitors.
 Watch their social network activity - for example to see how they are
interacting with their followers and whether they are potentially attracting
some of your own customers through offers and deals
 Speak to your customers –this is an often overlooked method of gaining
information on competitors. It could take place through face-to-face
discussion or through focus groups. If you have attracted a new customer,
you might for example ask people what it was that led them to your
company and why they were dissatisfied with another company. This
information could then be applied to customer service management as you
may discover actions to avoid.
What are the three major problems with focus groups that the interviewer
must control?
 Preventing one person from dominating the group, for example if an
individual continually interrupts others
 Encouraging reluctant respondents to contribute
 Not obtaining answers from the entire group for each question; you should
ensure the fullest coverage of the topic.
Outline three common needs and expectations that customers have of
employees.
HA_SITXCCS008_Learner Workbook V2.1_12Oct2018

HA_SITXCCS008_Learner Workbook V2.1_12Oct2018

Activity 1A checklist – for assessor
This should be used by the trainer/assessor to document the learner’s skills, knowledge and
performance as relevant to the unit activity. Indicate in the table below if the learner is deemed
satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is required.
Learner’s name
Nia Fithriyah
Assessor’s name
Kabir Zaman
Unit of Competence
(Code and Title)
SITXCCS008
Develop and manage quality customer service practices
Date(s) of assessment
Has the activity been answered and performed fully, as required to assess the
competency of the learner?
Yes No
(Please circle)
Has sufficient evidence and information been provided by the learner for the
activity?
Yes No
(Please circle)
Comments
Provide your comments here:
The learner’s
performance was:
Not yet satisfactory Satisfactory
If not yet satisfactory, date for reassessment:
Feedback to learner:
Learner’s signature
HA_SITXCCS008_Learner Workbook V2.1_12Oct2018

Assessor’s signature
Activity 1B
Estimated Time 20 Minutes
Objective