The company selected is Tesla

Develop a script for a role play using the scenario below. The role play will be based on the product or service that you chose to research in Part One where you are engaging with the customer to help them purchase a product or service that would best suit their identified customer needs. You must ensure that in the role play you are addressing this key requirement and applying all of the performance criteria in the Assessor Observation Guide below. Be prepared to answer the Mandatory Questions and any or all of the random questions listed in the Assessor Observation Guide below.

Scenario

Your customer is from a culturally diverse background, different from your own. Ensure you include advice and suggestions on the product and/or service in your solution for your customers identified needs that involves knowledge that you have acquired from your network contacts and/or research findings e.g. complementary products or services. You will need a colleague acting as the customer in your role play. The role play should last for no longer than 10 minutes.

NYS Assessor Observation Report (Assessor to complete only) You are to observe a role play and offer feedback based on the determined criteria in the table below. A mark of Satisfactory (S) means that the criteria have been met. A mark of Not Yet Satisfactory (NYS) means that additional learning or evidence is required. Note: It is compulsory for the trainer to provide feedback in the comments section. How do you ensure your customers have informed consent to make their purchasing decision? Participant's name: Additional Questions: The assessor may choose a random selection of the following questions to ask the participant in order to clarify understanding of observed behaviour during the role play. Assessor Note: Please circle those questions asked during the observation and make relevant notes in the feedback section below. Assessor's name: 1. How would you manage a hostile customer that knows it all? Performance Criteria Comments Satisfactory/Not Yet Satisfactory 2. At what point should you seek assistance from a colleague or a supervisor when handling customer complaints? 3. Where should the customer complaint information and transaction history be stored within the organisation? 4. What should you be aware of in regards to your own body language when communication with a disgruntled customer? Greeted the customer in a professional manner S D NYS D Used effective communication skills to identify the customer needs e.g. listening and questioning skills (S) O (NYS) Is the participant Satisfactory (S) or Not Yet Satisfactory (NYS)? Feedback: NYS Used empathy to understand the customer's perspective Identified solutions to the problem by working with the customer Provided clear communication about the customer's rights and responsibilities according to their organisational and legislative guidelines Demonstrated knowledge of effective customer service Demonstrated cultural awareness and sensitivity Assessors Signature: Date: Demonstrated appropriate techniques for handling complaints or disgruntled customers S NYS Instigated a follow up process with the customer upon completion of the transaction to ensure their future needs were met Trainer Notes: Mandatory Question:. Note: all students must answer these questions verbally as part of the role play Which organisations within your chosen profession would you network with in order to continue in meeting your customer needs? What information could your networks provide you with to provide effective and ongoing quality customer service