Assessment 3 BSBCUS501C




Assessment 3 BSBCUS501C

1. Define customer behaviour research

This is about research how customers react and behave to certain changes. Many factors will improve the customer’s satisfaction and many things will have negative impacts. Researching how customers behave to certain things is important for businesses because the business can then try to maximise the customer satisfaction.

2. Identify 8 factors that influence customer behaviour

  • Culture
  • Social
  • Economy
  • Personality
  • Different needs
  • Attitudes
  • Customer Service
  • Price
  • 3. Customer behaviour is influenced by perception. Define “perception” in this context.

    Merchants aim to increase their sales by determining what drives their customers’ purchase decisions. Consumer perception is about trying to explain consumer behavior by analyzing motivations for buying — or not buying — particular items.

    4. Identify three broad categories of customer needs.

    Social Needs

    Physical Needs

    Emotional Needs

    • In relation to your own work role, identify the channels that you may use to seek customer feedback in order to research their needs.

  • Questionnaires
  • Feedback forms
  • Direct questions
  • 6. When analysing whether you are meeting customer needs, what customer related metrics could you use?

  • Customer satisfaction
  • Number of sales
  • Number of repeat customers
  • Number of complaints
  • 7. What is CRM and what does it involve?

    Customer relationship management (CRM) is an approach to managing a company’s interactions with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.

    8. What are the 2 main goals of CRM?

    Better Customer service – CRM systems give businesses the ability to personalize and customize relationships with their customers regardless of which employee deals directly with them at any given time.

    More Customers and RevenueCRM systems help the organization effective identify potential customers. As it keeps track of current customer profiles, the company can generate new strategies to determine which demographics it should target to obtain a wider customer base.

    9. What does the law require, in terms of product quality?

    Products must be of acceptable quality, that is:

  • safe, lasting, with no faults
  • look acceptable
  • do all the things someone would normally expect them to do.
  • Acceptable quality takes into account what would normally be expected for the type of product and cost.

    10. How would you ensure that clear Customer Service Standards (CSS) are communicated to all stakeholders?


    Assessment 3 BSBCUS501C
    Last updated: Feb 2024

    Page 1

    w would you ensure that clear Customer Service Standards (CSS) are communicated to all stakeholders?

    The Customer service standards must be communicated to all stakeholders through:

  • website
  • conferences
  • in-store
  • in contracts and receipts
  • meetings to discuss with employees and managers
  • 11. When designing Customer Service Standards, identify the key areas that you would include.

  • Values
  • Customer needs
  • Factors which influence customer satisfaction
  • Reasons why customer choose this business
  • 12. What is a customer complaints resolution process?

    All compliments and complaints should be recorded in the Complaints and Compliments Register. The nature of the stakeholders relationship with Synapse, it’s representative and or clients can be defined as a part of the complaints process.

    13. Why is it essential to have a clear and transparent process for customers to complain?

    Many benefit are:

  • Customers can trust the company more
  • Customers feel better that their complaints are being read and considered
  • Company can improve to get better customer service and customer satisfaction
  • 14. Identify the ways that you can effectively use customer complaint information.

  • Use the complaints information to find weaknesses in the company and improve them to get improvement
  • Show these complaints to employees so that they can improve and work on their weaknesses.
  • 15. In order to continuously improve customer service delivery, you need to establish a feedback loop. What type of process is a feedback loop?

    A feedback loop is a cycle in wish customers continue providing feedback about the company. this is good because the company can monitor the feedback and make sure that the company is always finding new ways to improve.

    16. In order to monitor the quality of customer service delivery, you need KPIs. Identify the 3 main steps that are involved in developing the KPIs.

    Step 1. Define company goals

    Step 2. What are the measures to determine if you have met your goals?

    Step 3. What activities should you undertake to reach the goals?

    17. Define “performance standard”

    A performance standard is a management-approved expression of the performance threshold(s), requirement(s), or expectation(s) that must be met to be appraised at a particular level of performance. A Fully Successful (or equivalent) standard must be established for each critical element and included in the employee performance plan.

    18. Define “key performance indicator”

    KPIS are a set of quantifiable measures that a company or industry uses to gauge or compare performance in terms of meeting their strategic and operational goals. KPIs vary between companies and…


    Assessment 3 BSBCUS501C
    Last updated: Feb 2024

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