Answer 02 feedback a salespeople are lack of the

Answer 02:
Feedback A: Salespeople are lack of the knowledge of the company’s products and make the
wrong recommendations to the customer without asking the colleagues for assistance.
Feedback B: Poor communication and arrangement made for online purchase users resulting the
customer to receive the good after a long wait.
Feedback C: Salespeople are lack of the knowledge of the goods and poor liaising skills.
Feedback D: Salespeople are lack of the knowledge of the goods and unable to answer the
customer’s enquiry to meet his need
Question 03: For each item of feedback, write down what could be done to fix

BSBCUS401 Coordinate Implementation of Customer Service Strategies
Student Assessment Booklet
the problems you noted in Question 02 .
Answer 03:
Feedback A:
• Provide training to the employees to ensure they obtain a good knowledge of company’s goods
• Encourage colleagues to assist one and another whenever facing difficulty
• Arrange the displayed goods according to its function, i.e. gaming, basic, light
Feedback B:
• Make a streamlined arrangement for online purchasers to collect the goods
• Issue a collect note to the customer with a unique reference number for the collection
Feedback C:
• Provide training to the employees to ensure they obtain a good knowledge of company’s goods
• Provide career development training to enhance their soft skills in liaising with customers
Feedback D:
• Provide training to the employees to ensure they obtain a good knowledge of company’s goods
Case Study 1: Reduction Sales (Continued)
After looking at the feedback, Matt becomes very concerned about customer experience at the
store. You and Matt look a bit further and discover that the feedback regarding product knowledge
tends to relate to three staff members in particular, and that there is a need for training in the
products being sold.
Matt approaches the store manager and requests that the three employees attend some training.
The manager says to draw up a proposal that shows what they will learn, how it will be good for
the store, how much the training costs, when and where it is held, and what you are going to do
about three staff members being absent.
Matt asks you to complete the proposal. Below is the information you will need to help put together
the proposal.
The seminar is being held from 3pm–7.30pm on Thursday 25 September.
 It is held at 2/45 Marriot Road, Abbotsville.
 The seminar will cost $180 per person.
 Staff who will attend are Miles Cahill, Kushma Chopra, Jackson Ramini.
 Kushma and Miles are part-time staff. Jackson is full time.
 Kushma and Jackson both work 3pm–9pm on Thursdays.

BSBCUS401 Coordinate Implementation of Customer Service Strategies
Student Assessment Booklet
 Miles does not work Thursday. He asked to take time off in lieu the following month. His costs
will not be included in the budget.