Address Customer Feedback

TASK 1: SATISFY COMPLEX CUSTOMER NEEDS

Customer needs
I will find customer needs by listening customer and by asking him
specific question to have a better idea of the customer needs. I must not
make assumption, and ask the customer questions to not make customer
needs mistakes.
Once I have the customer needs, I will propose product and/or service that
match at best customer needs. It is often impossible to fill customer need
fully, for example for car world if customer want certain specific for the
car he will have to wait 2 months.
When we present a product to customer we will make sure to promote the
benefits of the product to make the customer want to buy it and know
how the product will benefit him.
Customer rarely know specifically what they want and might change mind
on certain requirements, that is why I must continually check with
customer to ensure that I understand their needs.
Role Play
First contact role play
Me: Good morning, welcome to Melbourne Car World. My
name is Sangarunrak, how may I help you?
Customer: I am looking for a car with a Seats fold, low fuel
consumption, sunroof upgrade and windows tinting.
Me: Ok we have too model that fit your needs, the TOTO
Freedom at $42,000 and the IMOK Cruise at $25,000. The
TOTO Freedom is higher class and have better quality and
more equipment. What is your budget?
Customer: I am on a low budget, I can spend maximum $30,000. The
IMOK Cruise looks good for me. The car looks good. Can I
to a test drive ?
Me: Yes sure here are the keys.
* test drive
Customer: I really like the way it drives. How much is the car ?
Me: Come with me to my office I will give you all the details.
The car is $25,000, the sunroof is an extra $2,000 and the
windows tinting $300 for a total of $27,300. We will have
to install the sunroof and the windows tint. Due to these
add-ons the car will only be available in 2 months is that
ok for you ?

Customer: I really love the car, but 2 month is a very long time, I am
not sure.
Me: Would you be happy with a 15% discount for the car for
the 2 month waiting time, it would bring the price down to
$23,205?
Customer: Yes that would definitely change my mind. I am ok to wait
2 month if you can do a good discount like this.
Me: Great, to officially confirm the purchase can you fill in the
consent form and provide your contact details.
Customer: Yes sure. Here is the consent form filled.
Me: Thank you. I will contact you soon to confirm the vehicle
and give you more information as well as the pickup date.
Customer: Thank you very much. Have a good day
Me: You too. Have a good day Sal.
Consent Form
Our pledge to you, our customer (in accordance with the VACC code of
practice):

Melbourne Car World will observe proper standards of conduct, and

act honestly and fairly in their dealings with you, the customer.

Melbourne Car World will not commence repairs without authorisation

from the customer or agent.

Melbourne Car World will advise customers of any necessary variation

to negotiated offers and agreements.

Melbourne Car World will carry out only those tasks for which they are
properly qualified and equipped.

Melbourne Car World will ensure any goods or parts sold are of
merchantable quality and fit the purpose for which they are required.

Melbourne Car World will not knowingly mislead a consumer in

relation to the sale, purchase, service or repair of a motor vehicle or
accessories, nor be party to any improper practice.

Melbourne Car World warrants that all repairs and services provided,
including sub-contracted services, shall be of good quality and
workmanship and all parts supplied free of defects, and such
warranty shall apply for a specific number of kilometers or period of
time.

Melbourne Car World guarantee clear title to any vehicle offered for
sale.

I understand that my personal information given to Melbourne Car World

to facilitate my purchase and provide customer service feedback will be
used in accordance with Melbourne Car World policy and Australian law.

I, Sal Burns, consent that I agree to purchase IMOK Cruise from Melbourne
car World with the following characteristics:
Seats fold
Low fuel consumption
Sunroof upgrade
Windows tinting
I am aware that I will have to wait 2 months before the car is available,
and as a result have been given a 15% discount. Therefore, the total price
for the vehicle including add-ons, reduction included, is $23,205.
05/12/2016
Sal Burns
[Signature]
Second contact role play
Me: Hi Sal how are you today ?
Customer: Very good and you ?
Me: Fantastic, I have received information on you car. You car
will be available for pick up the 07th February 2017 from
9am at our shop.
Customer: That is great.
Me: Yes, also, here are all the document in hard copy related to
your purchase so that you can keep record. Also please
can you fill up the feedback form, it will greatly help me
and the company improve.
Customer Yes of course. Here it is
Me Perfect thank you. That is all for me. Do you have any
questions I may answer ?
Customer: No, I will see you on the 7th of February to pick up my car
then. Bye
Me: Bye Sal

Customer Satisfaction survey

Please answer the following:

Ye
s

Were your needs as a customer met?

Was a vehicle comparison provided?
Did the comparison allow you to make an informed
decision?
Were the vehicles features and benefits explained to
you?
Did the vehicle meet your budget constraints?
Did the salesperson source a vehicle that met your
requirements?
Were at least three additional products or services
identified?
Was the service centre accessible to you?
Did you have enough information to make an informed
decision about aftermarket products?
Did the salesperson communicate with you regularly and
effectively?
Would you use this salesperson again?
What was good/bad about your experience?

X
X
X

No

X
X
X
X
X
X
X
X

The sales person were very attentive on my needs, and listened

me, and provide product that were really related to my needs. Also
he was a ggood negotiator, I was unhappy about the 2-month
delivery and he gave me a discount of 15% for the long wait which
was decisive in making my decision to purchase the car.

Where could the salesperson improve?

The sales person should provide more details about the vehicle,
and better comparison on why or why not the vehicle is better
than others. I think to do this it require more in depth knowledge
of cars and car manufacturer.

TASK 2: MANAGE NETWORKS TO MEET CUSTOMERS NEEDS

Revised policies and procedures
The current policy and procedures for customer consultation indicate how
to interact with customers. It identifies 3 customer type, new customer,
returning customer an customer with child. It indicates the standard
procedure to identify and answer customer needs as well as the process
to finalize sell of products.
New customers

acknowledge customers arrival/call

greet with a genuine smile
maintain eye contact during conversations
introduce yourself in a friendly manner
recognise repeat customers
start a conversation
talk with an energetic tone
give the customer your full attention.

Returning customer
If repeat customer use new customer policies but:
if you know their name, use it
if youve seen them at Melbourne Car World before, welcome them
back
Customer with child
If a customer enters with a child, briefly explain our family-friendly values
and suggest using the childcare centre if preferred. Present the child with
a toy car.
Identify customers needs

use active listening skills

use verbal prompts
use paraphrasing
use eye contact when relevant
give the customer time to talk
ask appropriate questions
take notes to record contact (to be submitted to manager for use in
performance management)
have understanding of new products and their features, prices, etc.
have accessed the most recent marketing report on customer profile
information and customer segment information

At end of consultation/s with customer and after all needs have

been discovered, add up cost of all products and services.
Summarise package offered.
Have customer complete consent form.
Inform customer of rights and responsibilities including relevant
policies such as Melbourne Car World Privacy Policy where
appropriate.
Fulfil customer order as negotiated

Strategic partners

Company

Phone

AdventureSupplies

0378784334

BarsAreUs

O767457890

CarUniverse

0385290643

GorillaBars

0365498764

UniversalRoofRacks

0334567891

InternationalTowingEquipment

0398765430

XYZChildcare

0399967645

OZCarsCustomisers(nonstandardmodifications)

0378653988

Addition to policies and procedures

The policies should be revised to add:
- A link to relevant legislation must be added
- Add information on where to retrieve documents (consent form, service
feedback questionnaire, customers right and responsibilities document)
- Be more detailed on the procedures to meet customers needs, including
typical question to ask
- Create a checklist to ensure that every needed information is
communicated to customers
- More information on strategic partner, for example what they specialize
in.

- Add information on refund policies based on the Australian Consumer

Laws

Written Reflection
a. Encourage staff
To encourage staff to participate in networking and information gathering I
would:
- ensure customer consultation policies are respected.
- be a role model by respecting organisation policies and procedures and
by setting high working standard to myself
- Create reward policies for good performance to give motivation to
employees to perform well and engage in networking and information
gathering
- gather client feedback even if they did not purchase anything to gather
data on the effectiveness and to identify improvement of our policies and
procedures for consumer consultation
- I would ensure that employees are aware and understand current
policies, and that they know were to find them
b. Professional associations / trade information
I have identified two professional associations, adhering to those
associations will help us increase our network, and will give our company
a better and more professional image:
- Motor Trade Association of Australia (http://www.mtaa.com.au/)
- Australian Automobile Association (http://www.aaa.asn.au/)
I have also identified two sources of trade information, those sources can
be useful to gather data on the car industry current prices and
competitors:
- Red Book (http://www.redbook.com.au/), provide information on market
prices and competitors
- Drive (http://www.drive.com.au/), provide review and analysis of cars and
component
c. Car customizers
We should network with more car customizer with the objective to create
new partnership and increase our product and service range.
I have identified two car customizer companies that we could contact:
- Car Mod Australia CMA (https://www.carmodsaustralia.com.au/)
- Beyond and Custom (http://www.beyondcustom.com.au/)
The strategy to direct contact them, present our elf and ask to talk to, or
to have the contact detail, of the manager so that we can discuss
potential partnership, and the benefits that both of us will gain from this
partnership. For us we will have a wider range of product to offer to our
customers, for them it will give them an increase in activity.

d. Value to Car World

The above strategies to encourage staff networking and information
gathering will add value to Car World company because it will ensure
employees keep record of information, and that employee perform better
and are more productive.
The strategy to contact new car customizers will have the benefit for us to
be able to provide a wider range of product to our customers. The
customizer above have good market reputation and are local, therefore
we can expect fast delivery.
The strategy to adhere to professional association and trade information
will ensure that we increase our network and knowledge of the car
market.
e. Document retrieval
To create digital document, it require skill in Microsoft Office, or, if the
company has special front end interface to enter data (such as customer
data), then employees must be trained to use those tools.
Overall document storing should be stored in the file server, or in the
cloud, according to the organisation document storage policies. They must
use appropriate name that reflect the purpose or content of the
document.
To retrieve information employees must be aware of where the
information is stored and of procedure to retrieve information. In a
standard computer infrastructure, files are stored in a file server, therefore
file can be retrieved by knowing the path to the file. However, I believe
car business have special front end interface to search and retrieve data,
in this case employees must be trained to use those special application.
To ensure employees understand the need to properly store document I
should discuss with them the reason why document storing is important. It
is important to store document and data because it might be useful for
someone else. Sharing document with the rest of the company ensure
that the overall company knowledge increase, and the knowledge in the
document will be accessible by other employees.
f. Effective regular communication with customers
Effective regular communication will come from training our staff to follow
policies and procedures to communicate with customers. For the service
to be consistent we must measure the performance of employees. It can
be done by measuring customer satisfaction, number of customer
complaint and the sales that every employees does.
We can also engage with tem by:

- contacting them regularly (not too often, Spam) to give them information
on current promotion and company details
- Engage them on social media and share content often to retain and
communicate with customers.