BSBCUS402 Address Customer Needs

Section A – Customer Impact Evaluation

You are expected to write minimum of 50 words in each of the following questions. More explanations are highly recommended

1.Why are customers important to the business?

2.How would you identify the customer’s needs of your chosen business?

3.Why it is important to have a good product or service knowledge?

4.What are some ways that we can build rapport with customers?

5.Research what legislation may be specific to your industry in relation to customer rights and responsibilities

Section B – Service Scenario

1.In your selected business, a customer requests a certain item or service, but you realise that you have a superior (better) product/service to fulfil their need. How would you approach this situation?

2.A customer approaches you and is very angry because the product they purchased from your business does not work as they expected. The customer has opened the packaging and has damaged the item. How would you handle this situation? What you would tell him to advise him/her of his/her rights and responsibilities.


3.You are the manager of a real estate agency and have shown a rental property to a young woman. A young male colleague who commenced work the previous week asks you for her phone number and email address, saying he’d like to invite her to a party. What will advise your colleague and reasons for your response?

4.Is the “customer always right”? Explain your answer.

Section C – Customer Contact Methods

Following questions will be based upon the same business you chose for the other parts of the report. If there are no specific answers available for the questions then make a recommendation for the business.

1.How do you regularly contact/communicate with your customers

2.How do you update your customers about service and product availability in your business

3.How do you establish and maintain the networks

4.What are the referral provisions for your business

5.What customer records should be kept and how the customer records are maintained