BSBPRO301 Recommend products and services

Case study

Uma works for a company that sells and fits carpet. She answers customer's questions in the showroom and on the telephone. The industry is very competitive and every month there are new offers advertised by all the carpet companies that operate in the area. The promotions and advertising officer at Uma's company comes up with special offers anddesigns, advertisements to promote them in local newspapers, on billboards and on the company website.

One day, Uma receives a call from a customer which wants to know the price per metre of Berber carpet including fitting. Uma tells the customer the price. The customer then asks whether this includes the 20% discount he has seen advertised in the Weekly News. Uma is unaware of the discount and can't answer immediately. She asks the customer to hold while she checks with her manager, but he says he is in a hurry and hangs up before she can give him any further details.

#1 Questions for Case Study:

a) If you are handling customer inquiries, what are the consequences of not being aware of special offers?

b) How could Uma have found out about the special offer?

c) What do you think is the best way of remembering promotions and special offers?

d) How do you think that knowing where to find information can improve the quality of work performance?

Other Questions:

2.in a school workplace to answer the following questions:

a) List a range of sources that you could use to research an organisation's competitors.

b) Who are the organisation's major competitors?

c) What competing products or services do they sell?

d) List the sources of information about industry trends and market forces.

e) Give examples of past trends that relate to the organisation you work in or have chosen.

3.

a) Briefly outline how each of the following organisational documentation influences your decisions on how you interact with colleagues and customers.

Privacy

Discrimination in the workplace

Work health and safety (WHS)

b) Explain why it is important to comply with legislative requirements when recommending products and services?