ASSESSMENT COVER SHEET

STUDENT DETAILS / DECLARATION:

Course Name: BSB40215 Certificate IV in Business

BSBCUS402 Address Customer Needs

Unit / Subject Name:

Trainer’s Name: Mohammad Rezaur Rahman Assessment No: BSBCUS402#2021.30

Task 1-2

 I fully understand the context and purpose of this assessment.

 I am fully aware of the competency standard/criteria against which I will be
assessed.

I declare that:  I have been given fair notice of the date, time and venue for the assessment.
 I am aware of the resources I need and how the assessment will be conducted.
 I have had the appeals process and confidentiality explained to me.
 I agree that I am ready to be assessed and that all written work is my own.
Student Name: Pattarakhun Boonlert Student ID: 208846

Pattarakhun Boonlert Submission

Student’s Signature: 30 / 04 /2021
Date:

ASSESSOR USE ONLY: (ACADEMIC DEPARTMENT)

Result: o First submission: o Satisfactory o Not Satisfactory

o Re-submission: (Attempt ___ ) o Satisfactory o Not Satisfactory

Assessor’s Feedback:

Trainer/Assessor Declaration: I declare that I have conducted a fair, valid,

reliable and flexible assessment with this student, and I have provided appropriate
feedback. Date:
/ /
Assessor Signature:

ASSESSMENT SUBMISSION RECEIPT: (CAN BE COMPLETED BY ANY DEPARTMENT.)

It is student’s responsibility to keep the assessment submission receipt as a proof of submission of assessment tasks.
Student Name: Pattarakhun Boonlert Student ID: 208846

BSBCUS402 Address Customer Needs BSBCUS402#2021.30

Unit / Subject Code: Assessment No:
Task 1-2

Staff Name: Signature:

Department: Date: / /
Activity 1 Role Play Activities
Melbourne Car World Role Play
Customer service representative: Welcome to West Dealership of Melbourne Car World, how may I
help you today?

Customer: Hi, my name is Sal Burn. I have an appointment with car dealer today. I think her name is
Pattarakhun.

Pattarakhun: Hello Sal Burn, my name is Pattarakhun. Nice to meet you and thank you for coming.
How may I help you today?

Sal Burn: Yes sure. I am thinking about the new arrive car. Do you have any recommend?

Pattarakhun: What features are you looking for in your vehicle, 2 or 4 door, minivan, 4x4, SUV,
automatic or manual transmission, your colour preference? And is the vehicle going to
be used for business, pleasure or family use?

Sal Burn: Well, I am looking for a big car which use and convenience for family. Also, I would like to
get a gray one, if it possible and not less than 5 seats including Sports Automatic
transmission.

Note of customer need:

• Big car for family use
• Grey colour
• Five seats
• Automatic transmission

Pattarakhun: Great! Not a problem at all. I would like to recommend two types of family car that
suit to you and your family.
1. 2018 Holden CAPPTIVA

• 4 cylinder, 2.4 Litre

• Rear Fog Lamps
• 7 Seats
• 5 Door
• Passive Entry and Start with Sensor Key Technology
• Price $36,990

2. 2017 PAJERO SPORT GLS 4WD Diesel

• 4 cylinder, 2.4 Litre

• 4x4 Dual Range
• 4WD / Diesel
• 7 Seats
• 5 Door Wagon
• 8 Speed Sports Automatic
• Price $69,000
Sal Burn: Great recommended! I like both, their looks so good and perfect for my family. But for me
if the price is not too difference, I would like to choose the Mitsubishi Pajero Sport GLS.
It is good function to have 7 seats.

Pattarakhun: Good choice Sal Burn. Did you know our dealership is having a sale or special event
today?

Sal Burn: Oh really? I did not know that. So how?

Pattarakhun: We offer discounts of 15% on listed car prices. Under supplier contract, discounts
cannot be applied to modifications and additions What do you think?

Sal Burn: Perfect condition thought. I am really glad to hear that! What I have to next?

Pattarakhun: Let to the office and we will discuss.

About customer right and responsibility

Pattarakhun: This is customer right and responsibility information. As a customer of Melbourne Car
World, you must expect to:

• Be treated with respect and dignity, irrespective of culture, language, age, disability
and/or lifestyle.
• Be consulted about your needs preferences and be able to refuse or accept
assistance.
• Be provided with a clear explanation of the services you will receive.
• Be advised of any changes to services or supports.
• Be able to involve an advocate or interpreter at any time.
• Be free to complain or express grievances about any aspect of Melbourne Car World
services or operation, and to appeal decisions about service provision and expect to
be treated fairly, promptly and without retribution.
Consent Form

Car Dealer Bill of Sale

Is consideration of $_______________cash, the receipt where of is here by acknowledge for
the sale and delivery:
Name of Buyer
Address

Car Name
Make Model Year
ID Car Number
I do vouch to be the rightful and lawful dealer of the said vehicle and encumbrances and I
declare that I have the full right, power and lawful authority to sell this vehicle.
Car Dealer:_______________________________Buyer:___________________________________
The____________________________Car will be sold to Buyer: ' As Is' / Brand New
For used Car:
Condition of Car:__________________________________________
Car Dealer's Initials:_______________________________________

I certify under the penalty of perjury that all the above statements are true and correct, car
Dealer's
Signature:_____________________________________Date:______________________
Seller's Full Name Buyer's Full Name

Address Address

Signature Signature
Customer Feedback Form

Melbourne Car World

Customer Satisfaction Survey
Thank you for your recent purchase of a new vehicle from Melbourne Car World where we
want your buying experience to be Fantastic! Please help us reach our goal of 100%
Melbourne Car World sales experiences by answering some questions about your recent
purchase.
Please tell us about you:
Gender:  Male Age Group:  18-21 Income Level:  < $50K
 Female  22-30  $50K-$100K
 31-45  $101K-$150K
 46-60  > $150K
 >60
Please rate your SALEPERSON on the following:
Fantastic Very Unhappy
1. The manner in which you were greeted 5 4 3 2 1
2. Sincerity and honesty in dealing with you 5 4 3 2 1
3. Consideration of your time 5 4 3 2 1
4. Ability to listen, understand and answer 5 4 3 2 1
your questions
5. Knowledge of the product features and 5 4 3 2 1
benefits
6. Fulfilled all commitments made to you 5 4 3 2 1
Please rate your SALE TEAM on the following:
Fantastic Very Unhappy
7. The vehicle price and/or payments were 5 4 3 2 1
discussed in a through manner
8. Explanation of warranty coerages 5 4 3 2 1
9. The professional manner in which you 5 4 3 2 1
were treated
10. Fulfilled all commitments made to you 5 4 3 2 1
More about the buying experience:
Fantastic Very Unhappy
11. If you have contacted this store by 5 4 3 2 1
phone, how satisfied are you with the way
your call was handled?
 Melbourne Car World customer consultation policy and procedures
Purpose
Purpose of this policies are designed to influence and determine all major decisions and
actions, and all activities take place within the boundaries set by them.

Scope
Scope these policies are for the management of customer contact by employees and
contractors of Melbourne Car World.

Resources:
• Are consistent with the values of the organization and employment legislation.
• Demonstrate that the organization is being operated in an efficient.
• Ensure uniformity and consistency in decision- making and operational procedures.
• Save time when a new problem can be handled quickly and effectively through an existing
policy.
• Foster stability and continuity.
• Maintain the direction of the organization even during periods of change.
• Provide the framework for business planning.
• Assist in assessing performance and establishing accountability.
• Clarify functions and responsibilities.

Responsibility
Responsibility these policies are made for employees and management of the company to
follow.

Relevant legislation, etc.

• Privacy Act 1988 (Cwlth)

• Equal Opportunity Act 2010 (Vic)
• Competition and Consumer Act 2010 (Cwlth)
• Occupational Health and Safety Act 2004 (Vic).
• The International Customer Service Standard (ICSS:2010-14).
• AS ISO 10002-2006 Customer satisfaction – guidelines for complaints handling in
organizations (ISO10002:2004, MOD)
• Victorian Automobile Chamber of Commerce (VACC) Code of practice
Activity 2
Personal Reflection
After submitting the Melbourne Car World assessment that I have learned about the
knowledge and skills required to contribute to quality customer standards and implement
customer service systems. I have an opportunity pretend to be a manager of the West
Dealership of Melbourne Car World therefore I have to organization’s customer service
system. The company was some problem about customers feedback data that some
customers complain to staff. The problem of some salesperson was not knowledge of
product also do not pay attention as they should to do also, they did not good service
enough to customer need.
A list of two Australian car customer for possible contact, negotiation and inclusion
in preferred partners list:
- Australian Automobile Association = It contributes safer roads and safer vehicle
to us.
- AVIS = Provides all kind of car support with rental car
Valuable to Melbourne Car World
A more professional team members can have a better customer service. Not only
offer in shop service but also keep in touch with customers. Let them think you do care
about them, not just selling the product to them. As they might introduce us to their friends.
And let them know some related associations so they can understand more about where to
get different supports.
Two digital methods to create, store and retrieve documents and/or customer
information:
- Creating our own computer system to record each customer’s needs and
background.
- Buying hard disk drive and save all the product information in it.
Ways to establish effective regular communication with customers may include:
- Be focused when talking to customers and listen to them.
- Bringing customers to consulting rooms when talking to them.
- Trying to collect as mush as contacting details from the customer, such as phone
number, email, social media. And then what is the preferable way for contacting.