Assessment Task 2 Manage networks to meet customer needsSubmissio.docx

Assessment Task 2: Manage networks to meet customer needs
Submission details
Student’s Name
ID No.
Assessor’s Name
Phone No.
Assessment Date/s
Time/s
The assessment task is due on the date specified by your
assessor. Any variations to this arrangement must be approved
in writing by your assessor.
Submit this document with any required evidence attached. See
specifications below for details.
Performance objective
Candidates will demonstrate knowledge and skills required to
manage networks to ensure customer needs are met.
Assessment description
Using the workplace scenario information provided, you will
develop policies and procedures for customer interactions
including referrals. You will also provide a written reflection on
the process you undertook to complete this
assessment.Procedure
1. Review the simulated business information for Melbourne
Car World in the Assessment Task Appendices.
1. Review the scenario information below:Scenario
You are Pat Marks, Manager of the West Dealership. The
General Manager for Sales has asked you to review the
customer consultation practices of staff as part of the

organisation’s commitment to continuous improvement.
Issues with customer consultation include:
1. insufficient customer contact policy:
0. insufficient information regarding relevant legislation and
voluntary codes of practice adhered to by the organisation
1. insufficient detail in consultation procedures to ensure
inexperienced sales staff:
0. analyse needs of customers and match them appropriately to
products and services
0. refer to other documentation such as related policies and
procedures
0. use list of strategic partners appropriately
0. refer customers directly to preferred partners for non-
standard modifications
0. explain family friendly policy
0. present small children with toy car.
Your manager would like you to review, revise and make
necessary additions to existing policies and procedures to
ensure customer contact is undertaken in accordance with
organisational requirements.
In addition, reflecting on the budget performance for the 2nd
quarter of the 2012 financial year, you note that there is an
issue with the discount amounts being given to promote sales.
In your revision of the customer contact procedures, you should
include steps to reduce risk due to staff not adhering to
delegation limits.
Also you will need to ensure your employees undertake
networking and research to keep abreast of industry
developments and contribute to the search for industry strategic
partners. Undertake research of professional associations and
information sources for Melbourne Car World.
1. Revise existing policies and procedures for customer contact.
1. Produce a 1–2 page written reflection including:
0. a description of steps you might take as manager to
encourage staff to participate in networking and information
gathering

0. a list of at least two professional associations and two
sources of trade information (research online, for example)
0. a list of two Australian car customisers for possible contact,
negotiation, and inclusion in preferred partners list (research
online, for example)
0. a short explanation of why the above could be valuable to
Melbourne Car World
0. describe the learning and research process you undertook to
gather information for and complete assessment task
0. describe future learning opportunities you will undertake to
improve customer service knowledge and skills.
1. Submit required documentation as per specifications
below.Specifications
You must:
1. submit revised policies and procedures
1. submit a 1–2 page written reflection.
Your assessor will be looking for:
1. information management skills to summarise information
verbally and nonverbally
1. literacy and numeracy skills to:
0. read a variety of texts to prepare general information and
papers
0. summarise information obtained from a variety of verbal and
non-verbal sources
0. write formal and informal text
1. numeracy skills to analyse budget and make appropriate
amendments to referral procedures
1. selfmanagement skills to:
0. seek learning and development opportunities
1. knowledge of key provisions of relevant legislation from all
levels of government that may affect aspects of business
operations, such as:
0. antidiscrimination legislation
0. ethical principles
0. codes of practice
0. privacy laws

0. environmental issues
0. occupational health and safety
1. knowledge of organisational procedures and standards for
customer service relationships.
Appendix 1 – About Melbourne Car World
Melbourne Car World is a growing business. It was founded in
2007 by CEO Florence Mehra and partner Sven Berg as a single
Melbourne car dealership in the city’s north. Since then, the
business has expanded to include two additional dealerships:
East and West.
Melbourne Car World places a great deal of emphasis on
customer service. It is presently undertaking a review of its
customer service policies and procedures to ensure continuous
improvement in line with industry best practice models and
voluntary codes of practice.
In line with company values and to exploit market trends
towards larger working families, Melbourne Car World, after
completing a tendering process as per company policy, has
partnered with XYZ Childcare to run children’s play and
learning centres in all dealerships for staff and customers.
Melbourne Car World holds a valid motor car trader’s license
from the Victorian Business Licensing Authority # 9876543,
issued 1 April 2007.
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BSBCUS402B Address customer needs
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Appendix 2 – Organisational chartMelbourne Car World
Appendix 3– Business plan (excerpt)
From Melbourne Car World business plan, financial year
2012/13Mission
Melbourne Car World provides customers with top automotive
value and the most responsive and effective customer service
available anywhere.Vision
Within five years, Melbourne Car World will have established
itself as the number one dealership in the Melbourne area.
Melbourne Car World will have expanded to a number of key
locations, including in the Melbourne CBD. Melbourne Car
World will have established itself as the number one choice for
families.Values
· Customer-focus.
· Actively encourage excellence, innovation and continuous
improvement.
· Work collaboratively and consultatively with integrity,
professionalism and teamwork.
· Family- friendly.Strategic directions
The strategic context in which Melbourne Car World will
achieve its mission and vision is through:
· engaging with customers with excellent customer service to
increase sales volume
· reducing expenditure and achieving financial control over
expenses
· supporting innovative thinking, customer service, management
and leadership skills through training
· creating a high-performing organisation.Appendix 4 – Budget
summary
Melbourne Car World 2012/13 Budget by activities to be
undertaken
Income:

Sale of automotive products
$6,566,000
Sales of all products and services for the period
Other income
$567,000
Interest
COGS
$3,150,413
Cost of goods sold
Total Income
$3,982,587
Gross profit
Expenses:
Wages, salaries and on costs
$1,567,890
Wages, salaries, superannuation, work cover insurance, payroll
tax
Consultancy fees
$50,000
Development of website, expert advice on continuous
improvement
Communication expenses
$42,000
Telephone, ISP costs, IT support
Staff travel, transport and accommodation
$55,500
Cost of staff travel and associated costs for sales, etc.
Premises expenses
$250,000
Rent, electricity, maintenance, cleaning
Promotions
$620,000
Sponsorship of extreme sports events, tickets for customers, etc.

Depreciation and amortisation
$177,569
Computers and capital equipment that is depreciated
Office supplies
$65,068
Printing and stationery, postage, amenities
Professional fees (consultants, legal and audit), insurances,
taxes and charges, subscriptions and memberships
$102,187
Audit fees, external accounting costs, bank charges, insurance
except workers comp
Total Expenses
$2,930,214
Surplus
$1,052,373
Net income before taxAppendix 5 – Budget variance
Sales West Cost Centre: FY2012, Quarter 2
Budget
Actual
% Variance
Fixed staff
$150,000.00
$150,000.00
0.00%
Contract staff (Childcare centre)
$40,000.00
$40,000.00
0.00%
Training
$5,000.00
$6,000.00
20.00%
Computers
$3,000.00

$3,000.00
0.00%
Software
$1,000.00
$1,000.00
0.00%
Photocopier
$2,000.00
$2,000.00
0.00%
Travel
$2,000.00
$2,000.00
0.00%
Mobile phones
$3,000.00
$3,500.00
16.67%
Phone charges
$3,000.00
$3,400.00
13.33%
Promotions
$50,000.00
$60,000.00
20.00%
Discounts
$55,000.00
$88,000.00
60.00%
Refunds
$65,000.00
$60,000.00
-7.69%

Total
$379,000.00
$418,900.00
10.53%
Appendix 6 – Melbourne Car World Customer Service Policy
Melbourne Car World can only succeed with customer support
and purchases, and in particular, repeat customers. As a result,
taking care of our customers is our highest priority. At
Melbourne Car World the customer always comes first!
Melbourne Car World adheres to:
· The International Customer Service Standard (ICSS:2010-14).
· AS ISO 10002-2006 Customer satisfaction - Guidelines for
complaints handling in organisations (ISO 10002:2004, MOD)
· Victorian Automobile Chamber of Commerce (VACC) Code of
practice.
Customer Complaints
Demanding customers force us to be our best and resolving
complaints satisfactorily can even increase customer loyalty IF
they are handled properly.
When faced with a customer complaint:
· listen to the full complaint without interrupting or getting
defensive
· follow the Melbourne Car World complaints policy.
Telephone Courtesy
It is everyone’s responsibility to answer the phone. Always try
to answer the phone promptly, within three rings. Always
answer in a friendly, polite manner: ‘good
morning/afternoon/evening, welcome to Melbourne Car World,
how may I help you?’
If you are certain of the answer to the customer’s question, you
should respond clearly and politely. If you are uncertain, ask
the caller if you may put them on hold for a moment. If there is
a staff member close who can provide you with the correct
information, then return to the call and provide the customer

with the necessary information. If there are no staff members
close by that can help promptly, then ask the caller for their
name and put the caller through to a manager, making sure that
you brief the manager on the callers’ name and the nature of
their enquiry. Always thank the person for calling.
Dress Code
All employees of Melbourne Car World are expected to
represent the business, and dress accordingly. All customer
service staff members are required to wear business attire.
Shirts and skirts or trousers should be ironed and neat in
appearance, shirt tucked in and a belt worn with the trousers.
Closed toed footwear with rubber soles is required.
Updated/authorised
02/2012 – Cameron White CFO
Appendix 7 – Policy and Procedures for customer consultation
Melbourne Car World Customer Consultation Policy and
Procedures
Purpose
The purpose of this policy is to ensure the management of
customer contact is carried out consistently, fairly and
transparently and in accordance with organisational
requirements.
Scope
The scope of this policy covers the management of customer
contact by employees and contractors of Melbourne Car World.
Resources
Specific procedures for the implementation of this policy are
available below.
Responsibility
Responsibility for the implementation of this policy rests with
employees and management of Melbourne Car World with
responsibility for managing customer contact.
Relevant legislation etc.
Privacy Act 1998 (Cwlth)

Updated/
authorised
To serve customers
All customers should be acknowledged within the first five
seconds of entering the dealership. All calls must be answered
within three rings. When you are busy with another customer,
this acknowledgement can be one of the following:
· a wave and smile
· saying you’ll be with them soon/placing them on
hold.Procedure
1. When free, engage the customer in the following ways as
appropriate:
· smile
· make eye contact
· if you know their name, use it
· if you’ve seen them at Melbourne Car World before, welcome
them back
· if you’ve not seen them before, introduce yourself by name
· if the customer doesn’t ask for help, start a conversation with
them
· talk in an energetic manner
· give them your full attention.
2. When greeting the customer, ensure you (as relevant):
· acknowledge customer’s 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.
3. Identify customer needs and match them to products and
services.
4. 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.
5. Have customer complete consent form.
6. Fulfil customer order as negotiated.
7. Ask customer to participate in customer service feedback
questionnaire. Assist customer to complete.
8. Submit all documentation and records to manager for storage
in accordance with Record-Keeping Policy and Privacy
Policy.To manage complaints
1. Greet the customer courteously and give them your name.
2. Never argue with the customer.
3. Apologise for any product fault or poor service. Be
sympathetic. Thank the customer for bringing the complaint to
your attention.
4. Listen fully to what the customer is saying. Try to gather all
the facts about the complaint and jot them down. Ask questions
and summarise what they are saying.
5. When you have all the details about the complaint, ask the
customer how they would like it to be resolved. Always suggest
replacements or credit notes over refunds and discuss product
options to suit customer’s needs.
6. Refunds and discounts must be within your authority to offer.
Request authorisation from the manager of dealership for
amounts above your delegated authority.
7. At end of complaint summarise complaint and how you
commit to resolving the complaint. Gain customer agreement.
Submit notes on complaint to manager:
· nature of complaint
· resolution of complaint.Appendix 8 – Consent form for offer
of vehicle or service
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 act 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 not 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 understand and agree to:
· the total cost of the sales/service package negotiated
· my obligation to pay or arrange financing for the negotiated
price at required date
· all conditions associated with this purchase explained to me
by the sales representative.
Signature: Date:

Appendix 9 – Customer segment profiles
Business
Friends and Fun
· Income above $90,000.
· Prefer to be addressed by last name and title.
· Luxury and comfort important.
· Looking for a deal on large fleets
· Prepared to spend big if looked after right.
· Often conservative, pro family
· Income $30 000–$50 000.
· Prefer to be addressed by first name.
· Friends, dating is number one concern.
· Luxury nice but unimportant.
· Prestige important.
· Highly price sensitive.
· Progressive, green politics.
Family and fun
Adventure family
· Prefer to be asked for form of address.
· Safety is number one priority.
· Family fun activities are a close second.
· Prestige not as important as other things.
· Needs lots of assistance to understand features and benefits.
· Must-have priorities, but wants to save money to spend on
family activities.
· Wants respect for self and life choices.

· Wants understanding of family needs.
· Sometimes arrives at dealership with kids.
· Family camping and off-road activities are top priorities.
· Safety is relatively important.
· Knows what they want.
· Needs respect.
· Sometimes requires non-standard modifications.Appendix 10 –
Product comparison information
Vehicles
TOTO Freedom
($42,000)
RCV
Rover
($38,000)
IMOK
Cruise
($25,000)
Ascot
Ranger
($55,000)
Features
Airbags
Y
Y
Y
Y

ESC
Y
N
N
Y
# Passengers
7
7
4
7
Cargo
1200 L
1500 L
400 L
1200 L
Seats fold to increase capacity
Y
N
Y
N
4WD
N
N
N
Y
Leather seats
N
N
N
Y
Fuel
8.0 L/
100 km
7.5 L/
100 km

6.5 L/
100 km
10 L/
100 km
Towing
1 tonne
1 tonne
N
4 tonne
Bluetooth hands- free
Y
Y
Y
Y
MP3/iPod connectivity
Y
Y
Y
Y
Modifications and additions
Towbar
Y
($200)
Y
($200)
N
Y
($200)
Sunroof
Y
($2,000)
Y
($2,000)
Y
($2,000)
Y

($3,000)
Reverse camera
Y
($1,000)
Y
($1,000)
N
Y
($2,000)
Roof racks
Y
($300)
Y
($300)
N
Y
($350)
Window tinting
Y
($400)
Y
($400)
Y ($300)
Y
($500)
Backseat DVD player
Y
($400)
Y
($400)
N
Y
($500)
Extended 4yr warranty
Y
($1,000)

Y
($1,000)
Y
($1,000)
Y
($2000)Appendix 11 – Customer satisfaction survey
Please answer the following:
Yes
No
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 ‘sales person’ 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 ‘sales person’ communicate with your regularly and
effectively?
Would you use this sales person again?
What was good/bad about your experience?
Where could the ‘sales person’ improve?
Signature: Date: Appendix
12 – Melbourne Car World Privacy Policy
Melbourne Car World is committed to protecting your privacy.
It is bound by the national privacy principles contained in the
Privacy Act 1988 and all other applicable legislation governing
privacy.
Where appropriate, Melbourne Car World will handle personal
information in accordance with relevant legislation. Our respect
for our customers’ privacy is paramount. We have policies and
procedures to ensure that all personal information is handled in
accordance with national privacy principles.
This privacy policy sets out our policies on the management of
personal information – that is, how we collect personal
information, the purposes for which we use this information,
and to whom this information is disclosed.
1. What is personal information?
Personal information is information or opinions that could
identify you. Examples of personal information include: your
name, address, telephone number and email address, or
documents that include this information, like a resume.
2. How does Melbourne Car World collect and use your

personal information?
Melbourne Car World collects personal information during
customer transactions, when you send a job application, when
you email us or interact with our website. These uses are
discussed below.
3. What happens if you don’t provide personal information?
Generally, you have no obligation to provide any personal
information to us. However, if you choose to withhold personal
information, we are unlikely to be able to respond to your
application or query.
4. To whom do we disclose personal information?
We engage third party service providers (including related
companies of Melbourne Car World which may be located
outside Australia) to perform functions for Melbourne Car
World. Such functions include mailing, delivery of purchases,
credit card payment authorisation, trend analysis, external
audits, market research, promotions and the provision of
statistical sales information to industry bodies.
For our service providers to perform these functions, in some
circumstances it may be necessary for us to disclose your
personal information to those suppliers. Where disclosures take
place, we work with these third parties to ensure that all
personal information we provide to them is kept secure, is only
used to perform the task for which we have engaged them and is
handled by them in accordance with the national privacy
principles.
5. How do we protect personal information?
At all times, we take great care to ensure your personal
information is protected from unauthorised access, use,
disclosure or alteration. We endeavour to ensure that our
employees are aware of, and comply with, their obligations in
relation to the handling of personal information. Only properly
authorised employees are permitted to see or use personal
information held by Melbourne Car World and, even then, only
to the extent that is relevant to their roles and responsibilities.
Your personal information will not be sold to any other

organisation for that organisations’ unrelated independent use.
Further, we will not share your personal information with any
organisations, other than those engaged by us to assist us in the
provision of our products and services (as described above).
6. What about information you provide in job applications?
If you submit a job application to Melbourne Car World, we
will use the information provided by you to assess your
application. In certain circumstances, Melbourne Car World
may disclose the information contained in your application to
contracted service providers for purposes such as screening,
aptitude testing, medical testing and human resources
management activities.
As part of the application process, in certain circumstances, you
may be required to complete a pre-employment health
questionnaire. You may also be asked to undergo a pre-
employment medical assessment.
If you refuse to provide any of the information requested by
Melbourne Car World, or to consent to the disclosure of the
results of your medical assessment to Melbourne Car World, we
may be unable to consider your application.
7. Is the personal information we hold accurate?
We endeavour to maintain your personal information as
accurately and reasonably possible. However, we rely on the
accuracy of personal information as provided to us both directly
and indirectly. We encourage you to contact us if the personal
information we hold about you is incorrect or to notify us of a
change in your personal information.
8. How can you access or correct the personal information we
hold about you?
Wherever possible and appropriate, we will let you see the
personal information we hold about you and correct if it is
wrong. If we do not allow you access to any part of the personal
information we hold about you, we will give you reasons,
consistent with the Privacy Act, as to why we cannot allow your
access.
9. Melbourne Car World internet policy

Melbourne Car World generally only collects personal
information from its website when it is provided voluntarily by
you. For example, when you send us a message with a query
about Melbourne Car World or its services, we will generally
use your information to respond to your query, to provide and
market our services to you or as otherwise allowed or required
by law.
For the same purposes, Melbourne Car World may share your
information with other members of the Melbourne Car World
strategic partners (including companies who are located outside
Australia) and their respective service providers, agents and
contractors. If we do this, we require these parties to protect
your information in the same way we do.
When you visit this website or download information from it,
our internet service provider (ISP) makes a record of your visit
and records the following information:
· your internet address
· your domain name, if applicable
· date and time of your visit to the website.
Our ISP also collects information such as the pages our users
access, the documents they download, links from other sites
they follow to reach our website, and the type of browser they
use. However, this information is anonymous and is only used
to statistical and website development purposes.
We use a variety of physical and electronic security measures,
including restricting physical access to our offices, firewalls
and secure databases to keep personal information secure from
unauthorised use, loss or disclosure. However, you should keep
in mind that the internet is not a secure environment. If you use
the internet to send us any information, including your email
address, it is sent at your own risk.
You have a right of access to personal information we hold
about you in certain circumstances. If we deny your request for
access we will tell you why.
10. Use of cookies
A cookie is a small message given to your web browser by our

web server. The browser stores the message in a text file, and
the message is then sent back to the server each time the
browser requests a page from the server.
Melbourne Car World makes limited use of cookies on their
website. Cookies are used to measure usage sessions accurately,
to gain a clear picture of which areas of the website attract
traffic and to improve the functionality of our website.
When cookies are used on this website, they are used to store
information relating to your visit such as a unique identifier, or
a value to indicate whether you have seen a web page. We use
session (not permanent) cookies. They are used to distinguish
your internet browser from the thousands of other browsers.
This website will not store personal information such as email
addresses or other details in a cookie.
Most internet browsers are set up to accept cookies. If you do
not wish to receive cookies, you may be able to change the
settings of your browser to refuse all cookies or to notify you
each time a cookie is sent to your computer, giving you the
choice whether to accept it or not.
11. Customer service satisfaction data
In accordance with company policy all volunteered customer
service data will be treated in the strictest of confidence. No
data will be given to third parties except to advance the cause of
improved customer service. No information will be used to
market additional products or services or be given to third
parties for this purpose. All customer data will be stored
securely as per company records keeping policy.
Appendix 13 – Procurement and referrals policy and procedures
Purpose
The purpose of this policy is to ensure the acquisition of
resources is carried out consistently, fairly and transparently
and in accordance with organisational requirements.

Scope
The scope of this policy covers the purchasing and acquisition
of resources by employees and contractors of Melbourne Car
World (Melbourne Car World). Procurement includes costs
related to marketing and promotion. Referrals include all
referrals to external businesses and strategic partners for
satisfying customer requirements.
Resources
available below and on the company intranet.
Responsibility
responsibility for purchasing resources.
· Privacy Act 1998 (Cwlth)
· Equal Opportunity Act 2010 (Vic)
· Australian Securities and Investments Commission Act 2001
(Cwlth)
· Corporations Act 2001 (Cwlth)
· A New Tax System (Goods and Services Tax Administration)
Act 1999 (Cwlth)
· A New Tax System (Goods and Services Tax) Act 1999
(Cwlth)
· Income Tax Assessment Act 1997 (Cwlth)
· Fair Work Act 2009 (Cwlth)
· Occupational Health and Safety Act 2004 (Vic)
Updated/
authorised
10/2011 – Cameron White, CFOPrinciples governing
procurement process
1. Probity and ethical behaviour
The principle of probity and ethical behaviour governs the
conduct of all procurement activities. Employees who have
authority to procure goods and services must comply with the

standards of probity, professional conduct and ethical
behaviour. Employees or directors must not seek to benefit from
supplier practices that may be dishonest or unethical.
2. Value for money
Value for money is the core principle underpinning
procurement. Contracted organisations must be cost effective
and efficient in the use of resources whilst upholding the
highest standards of probity and integrity. In general, a
competitive process carried out in an open, objective and
transparent manner can achieve best value for money in
procurement.
3. Non-discrimination
This procurement policy is non-discriminatory. All potential
contracted suppliers should have the same opportunities to
compete for business and must be treated equitably based on
their suitability for the intended purpose.
4. Risk management
Risk management involves the systematic identification,
analysis, treatment and, where possible, the implementation of
appropriate risk mitigation strategies. It is integral to efficiency
and effectiveness to proactively identify, evaluate, and manage
risks arising out of procurement related activities. The risks
associated with procurement activity must be managed in
accordance with the organisation’s risk management policy.
5. Responsible financial management
The principle of responsible financial management must be
applied to all procurement activities. Factors that must be
considered include:
· the availability of funds within an existing approved budget
· staff approving the expenditure of funds strictly within their
delegations
· measures to contain costs of the procurement without
compromising any procurement principles.
6. Procurement planning
In order to achieve value for money, each procurement process
must be well planned and conducted in accordance with the

principles contained in this document and comply with all of the
organisation’s policies and relevant legal and regulatory
requirements.
When planning appropriate procurement processes consideration
should be given to adopting an approach which:
· encourages competition
· ensures that rules do not operate to limit competition by
discriminating against particular suppliers
· recognises any industry regulation and licensing requirements
· secures and maintains contractual and related documentation
for the procurement which best protects the organisation
· complies with the organisation’s delegations policy.
7. Buy Australian made/support for Australian industry
Employees who are involved in procurement activities must
make a conscious effort to maximise opportunities for
Australian manufacturers and suppliers to provide products
where there is practicable and economic value. In making a
value for money judgment between locally made and overseas
sourced goods, employees are to take into account:
· whole of life costs associated with the good or service
· that the initial purchase price may not be a reliable indicator
of value
· the quality of locally made products
· the record of performance and delivery of local suppliers
· the flexibility, convenience and capacity of local suppliers for
follow on orders
· the scope for improvements to the goods and ‘add-ons’ from
local industry.
8. Pre-registered list of Strategic Partners, etc
Melbourne Car World shall maintain a pre-registered list of
strategic partners, contractors, following a request for
expressions of interest and an evaluation of the submissions.
Strategic partners, such as select travel and tour operators allow
Melbourne Car World to offer a wide range of travel options to
our customers that represent great value. Strategic partners can
request to be evaluated for inclusion on the existing pre-register

list at any time.
This list is reviewed at regular intervals with admission of
interested parties on a rolling basis. Care should be taken to
ensure that such lists are used in an open and non-
discriminatory manner. Melbourne Car World encourages new
partners to provide information on their experience, expertise,
capabilities, and areas of interest, fees, and current availability.
It is in the interest of the organisation that the pool of potential
suppliers is actively maintained and updated. Employees should
provide reports of their experiences in working with each
contractor/consultant to assist future decisions concerning
commissioning suitable strategic partners, contractors and
consultants.
9. Avoid conflict of interest
Employees and directors are required to be free of interests or
relationships in all aspects of the procurement process.
Employees and directors are not permitted to personally gain
from any aspect of a procurement process.
Employees and directors shall ensure that to the best of their
knowledge, information and belief, that at the date of engaging
a contractor no conflict of interest exists or is likely to arise in
the performance of the contractor’s obligations under their
contract.
Should employees or directors become aware of potential
conflicts of interest during the contract period, they must advise
the CEO and directors immediately.
Prior to any situation arising with potential for a conflict of
interest, complete disclosure shall be made to the CEO and
directors to allow sufficient time for a review.
10. Report collusive tendering
Employees should be aware of anti-competitive practices such
as collusive tendering. Any evidence of suspected collusion in
tendering should be brought to the attention of the CEO and
directors.
11. Competitive process
It is a basic principle of procurement that a competitive process

should be used unless there are justifiably exceptional
circumstances. The type of competitive process can vary
depending on the size and characteristics of the contract to be
awarded.
For purchases of low value product and services (less than
$75,000), less formal procedures may be appropriate. Purchases
might be procured on the basis of quotes from one or more
competitive suppliers.
For purchases of higher value products and services ($75,000 or
more) under a formal arrangement, contracts may be awarded
based on responses to specifications by at least two suppliers or
service providers. Where there are justifiably exceptional
circumstances, the CEO must first gain written approval from
the chair before procurement of goods or services on the basis
of only one quote where the value meets or exceeds $75,000.
12. Direct invitation (selective or restricted tendering)
A process of direct sourcing to tender may be used. This may
involve:
· An invitation to organisations deemed appropriately qualified
for a particular product or service (this may be appropriate for
specialised requirements in markets where there is a limited
number of suppliers or service providers).
· An invitation to tender to organisations on Melbourne Car
World’s pre-registered list of strategic partners, consultants and
contractors established on an open and objective basis. Where
direct invitations are issued, organisations from which tenders
are sought should be a good representative of all potential
bidders in the market concerned. The number invited to tender
should be sufficient to ensure adequate competition, and be no
less than two where the value of the product or service is
$75,000 or more, and should not be restricted for reasons of
administrative convenience. Where there are justifiably
exceptional circumstances, the CEO must first gain written
approval from the chair before procurement of goods or services
on the basis of only one quote where the value meets or exceeds
$75,000. Selection from the list can be made in accordance with

specified criteria. Selection may be based on factors such as
overall suitability for the particular project by reference to
experience, competence, and capability. The selection process
should have particular regard to the need for equal treatment
and reasonable distribution of opportunities.
13. Evaluation and contract award
For projects being awarded, consideration will be given not
only to the most economically advantageous tender, but also to
the track record of the tender respondent and the degree of
confidence that the panel has in the quality if the bid. It will be
the normal practice to have the evaluation of tenders carried out
by a team with the requisite competency.
14. Results of tendering process
All tender respondents should be informed in writing of the
result of a tendering process immediately after a contract has
been awarded.
Summary of procurement policy delegations
Purchase Amount
Required Number of Quotes
Comment
CEO and one director
Authority to sign contracts for products and services over
$75,000.
Two or more competitive quotes for contracts over $75,000.
Detailed services contract required.
CEO
Authority to sign contracts for products and services up to
$75,000.
Two or more competitive quotes.
Detailed services contract required for contracts over $20,000.
General Managers delegated authority only through CEO
Authority to sign contracts for products and services under
$30,000.
One or more competitive quotes preferred.

Provided they are within the approved budget and consistent
with business/operational and strategic planning.
Detailed services contract required for contracts over $30,000.
Sales agents at dealerships
Individual delegations for discounts, promotions, etc
N/A
Must receive approval of offers from dealership manager before
concluding business with customer
Expenditure Payment Approval Form
For Completion by Person Verifying Payment
Date:
Invoice date:
Payee name:
Job/project number:
Project title:
Description of payment:

Payment amount: $
ex GST inc GST
Signature of
person verifying payment
Signature of
delegated manager
For Completion by Finance:
Account number
Account name
Amount
Total Payable:
$

Approved:
Date:
Director:
CEO:
CFO:
Pre-registered list of Strategic Partners
Company
Phone
Adventure supplies
03 7878 4334
Bars are us
O7 6745 7890
Car Universe
03 8529 0643
Gorilla bars
03 6549 8764
Universal roof racks
03 3456 7891
International towing equipment
03 9876 5430
XYZ Childcare

03 9996 7645
OZ cars customisers (non-standard modifications)
03 7865 3988
Chief Executive Officer
Flo Mehra
Chief Financial Officer
Cameron White
Sales and Customer Service General Manager
Phil Andersson
Manager West
Pat Marks
Operations General Manager
Les Mackie
Manager North
Kim Phelps
Manager East
Saul Van Buren
Board of Directors

Assessment Task 1: Satisfy complex customer needs
Submission details
Student’s Name

ID No.
Assessor’s Name
Phone No.
Assessment Date/s
Time/s
The assessment task is due on the date specified by your
assessor. Any variations to this arrangement must be approved
in writing by your assessor.
Submit this document with any required evidence attached. See
specifications below for details.
Performance objective
Candidates will demonstrate knowledge and skills required to
assist customer to clearly describe their needs, satisfy complex
customer needs and establish effective regular communication
with customers.
Assessment description
Using the workplace scenario information provided, you will
perform a role-play in which you will meet with a customer on
at least two occasions to determine customer needs and deliver
a service. You will need to adhere to all organisational
requirements, including policies and procedures to deliver the
service to your customer.Procedure
1. Review the simulated business documentation, including
policies and procedures for Melbourne Car World in the
Assessment Task Appendices.
1. Review the scenario information below:Scenario
You are a sales and customer service representative in the West
Dealership of Melbourne Car World.
Consider the following information:
1. Your delegation limit is $5,000 for negotiating price
reductions.

1. Your manager, Pat Marks, has asked you to participate in a
sales promotion to offer discounts of as much as 15% on listed
car prices, subject to delegation policy. Under supplier contract,
discounts cannot be applied to modifications and additions.
1. Due to problems with suppliers and unanticipated demand,
there is a 1 month waiting period for modifications: safety
options, sunroofs, spoilers, window tinting, etc. Some additions
such as roof racks, floor mats, etc. have a 2 month waiting
period. If required, customers may take possession of
automobiles without required additions in 1 month, with
additions to be fitted later.
1. For people who arrive with young kids, there is play area
supervised by childcare professional. Small toy car given as
gift.
A new customer has booked an appointment with you at the
dealership, Sal Burns.
1. Plan to make customer contact:
0. study scenario information and requirements for each
customer contact below
0. plan or create notes to help you complete complex role-plays
0. study customer segment profiles (available in Assessment
Task Appendices)
0. study company products (available in Assessment Task
Appendices)
0. study policies and procedures (available in Assessment Task
Appendices)
0. prepare all documentation needed to provide customer or
assist customer in decision-making.
Note: Candidates are not required to memorise product features
or long policies or procedures, but should be able to locate
information for customers when required.
1. Conduct customer role-play/s. Assessor will determine who
will role-play manager and customer. Assessor may play these
roles themselves.
Ensure you follow organisational procedures in the Assessment
Task Appendices and the tasks/activities referred to below to

deliver customer service over two separate customer contacts.
1. Submit documentation as per specifications.Customer contact
1
Tasks/Activities
1. Follow procedures to greet customer and explore customer
needs: take notes. Notes should contain enough information to
justify choice of product, modifications and/or additions.
1. Match products to customer.
1. Explain at least two potential options for meeting customer
needs.
1. Help customer to evaluate products and reach a decision.
1. Anticipate and work through potential difficulties in
delivering products to meet customer needs.
1. Negotiate priorities and determine order of actions to take to
fulfil customer and organisational requirements:
0. explain process to customer
0. summarise offer and price
0. briefly seek and obtain manager’s approval of offer (before
finalising offer with consent form)
0. follow procedures to communicate rights and responsibilities
to customer and answer any questions
0. have customer sign consent form
0. agree on next consultation: date and time; tasks and
activities.Customer contact 2
Tasks/Activities: Partial delivery of automobile
1. Summarise actions taken so far to meet customer
requirements.
1. Follow organisational procedures to gather feedback on
service from customer.
1. Agree on final consultation to complete delivery: date and
time.
1. Follow organisational procedures to submit records of
customer contact for storage.Specifications
You must:
1. perform a role-play to deliver a service to a customer over
two contacts

1. submit notes on customer needs
1. submit consent form
1. submit feedback from customer.
Your assessor will be looking for:
1. communication skills to relate to people from diverse
backgrounds and people with diverse abilities
1. information management skills to summarise information
verbally and nonverbally
1. literacy and numeracy skills to:
0. interpret product and service features
0. read a variety of texts to prepare general information and
papers
0. summarise information obtained from a variety of verbal and
non-verbal sources
0. write formal and informal text
1. problemsolving skills to develop solutions unique to a
customer
1. selfmanagement skills to:
0. comply with policies and procedures
1. organisational procedures and standards for customer service
relationships
1. detailed product and service knowledge which may:
0. be of significant breadth so as to propose alternative products
and services or
0. of significant depth so as to propose variations within a
limited product and service range.
Role-play scenario: Customer profile

Customer
Sal Burns
23 Wallace St
Coburg Vic 3058
MC: 1234 5678 9101 2131
CSC/CVV #: 123
Profile/appearance
Needs
1. 33 years old.
1. Professional.
1. Sometimes does business on the road.
1. Family top priority.
1. Loves family outings.
1. Sometimes takes long drives with family to Queensland for
holidays.
1. Has two young kids with her.
1. Vehicle that:
0. has lots of space for luggage
0. fits two adults, two kids and maybe more
0. has roof racks
0. is safe
0. costs under $40,000
0. is reliable/backed by solid warranty
0. is available within a month.
1. Needs understanding and respect for needs of family.
1. Doesn’t need to be sold on flashy features that are just not
practical.
1. Absolutely hates it when businesses make no provision for
needs of parents with small children.
Wants
Issues
1. Potentially would like:
0. backseat DVD
0. entertainment options
0. hands-free
0. tow bar, but only likely to use for towing very light loads and

small trailers (no boats or campers)
0. reverse camera (for avoiding kids potentially in driveway)
0. fuel economy
0. immediate delivery.
1. Very upset that has to wait for all features, needs
explanation.
1. Very upset and concerned that privacy will be violated and
will receive all kinds of unwanted marketing from companies
she’s never heard of.
Appendix 8 – Consent form for offer of vehicle or service
code of practice):

you, the customer.
required.
offered for sale.
Signature: Date:

Appendix 1 – About Melbourne Car World
Melbourne Car World is a growing business. It was founded in
2007 by CEO Florence Mehra and partner Sven Berg as a single
Melbourne car dealership in the city’s north. Since then, the
business has expanded to include two additional dealerships:
East and West.
Melbourne Car World places a great deal of emphasis on
customer service. It is presently undertaking a review of its
customer service policies and procedures to ensure continuous
improvement in line with industry best practice models and
voluntary codes of practice.
In line with company values and to exploit market trends
towards larger working families, Melbourne Car World, after
completing a tendering process as per company policy, has
partnered with XYZ Childcare to run children’s play and
learning centres in all dealerships for staff and customers.
Melbourne Car World holds a valid motor car trader’s license
from the Victorian Business Licensing Authority # 9876543,
issued 1 April 2007.
Error! No text of specified style in document. Student
Workbook
BSBCUS402B Address customer needs
Error! No text of specified style in document. 2nd edition
version: 1
Page 114 of 127 © 2012 Innovation and Business Industry
Skills Council Ltd
Appendix 2 – Organisational chartMelbourne Car World

Appendix 3– Business plan (excerpt)
From Melbourne Car World business plan, financial year
2012/13Mission
Melbourne Car World provides customers with top automotive
value and the most responsive and effective customer service
available anywhere.Vision
Within five years, Melbourne Car World will have established
itself as the number one dealership in the Melbourne area.
Melbourne Car World will have expanded to a number of key
locations, including in the Melbourne CBD. Melbourne Car
World will have established itself as the number one choice for
families.Values
· Customer-focus.
· Actively encourage excellence, innovation and continuous
improvement.
· Work collaboratively and consultatively with integrity,
professionalism and teamwork.
· Family- friendly.Strategic directions
The strategic context in which Melbourne Car World will
achieve its mission and vision is through:
· engaging with customers with excellent customer service to
increase sales volume
· reducing expenditure and achieving financial control over
expenses
· supporting innovative thinking, customer service, management
and leadership skills through training
· creating a high-performing organisation.Appendix 4 – Budget
summary
Melbourne Car World 2012/13 Budget by activities to be
undertaken
Income:
Sale of automotive products
$6,566,000

Sales of all products and services for the period
Other income
$567,000
Interest
COGS
$3,150,413
Cost of goods sold
Total Income
$3,982,587
Gross profit
Expenses:
Wages, salaries and on costs
$1,567,890
Wages, salaries, superannuation, work cover insurance, payroll
tax
Consultancy fees
$50,000
Development of website, expert advice on continuous
improvement
Communication expenses
$42,000
Telephone, ISP costs, IT support
Staff travel, transport and accommodation
$55,500
Cost of staff travel and associated costs for sales, etc.
Premises expenses
$250,000
Rent, electricity, maintenance, cleaning
Promotions
$620,000
Sponsorship of extreme sports events, tickets for customers, etc.
Depreciation and amortisation
$177,569
Computers and capital equipment that is depreciated

Office supplies
$65,068
Printing and stationery, postage, amenities
Professional fees (consultants, legal and audit), insurances,
taxes and charges, subscriptions and memberships
$102,187
Audit fees, external accounting costs, bank charges, insurance
except workers comp
Total Expenses
$2,930,214
Surplus
$1,052,373
Net income before taxAppendix 5 – Budget variance
Sales West Cost Centre: FY2012, Quarter 2
Budget
Actual
% Variance
Fixed staff
$150,000.00
$150,000.00
0.00%
Contract staff (Childcare centre)
$40,000.00
$40,000.00
0.00%
Training
$5,000.00
$6,000.00
20.00%
Computers
$3,000.00
$3,000.00
0.00%
Software

$1,000.00
$1,000.00
0.00%
Photocopier
$2,000.00
$2,000.00
0.00%
Travel
$2,000.00
$2,000.00
0.00%
Mobile phones
$3,000.00
$3,500.00
16.67%
Phone charges
$3,000.00
$3,400.00
13.33%
Promotions
$50,000.00
$60,000.00
20.00%
Discounts
$55,000.00
$88,000.00
60.00%
Refunds
$65,000.00
$60,000.00
-7.69%
Total

$379,000.00
$418,900.00
10.53%
Appendix 6 – Melbourne Car World Customer Service Policy
Melbourne Car World can only succeed with customer support
and purchases, and in particular, repeat customers. As a result,
taking care of our customers is our highest priority. At
Melbourne Car World the customer always comes first!
Melbourne Car World adheres to:
· The International Customer Service Standard (ICSS:2010-14).
· AS ISO 10002-2006 Customer satisfaction - Guidelines for
complaints handling in organisations (ISO 10002:2004, MOD)
· Victorian Automobile Chamber of Commerce (VACC) Code of
practice.
Customer Complaints
Demanding customers force us to be our best and resolving
complaints satisfactorily can even increase customer loyalty IF
they are handled properly.
When faced with a customer complaint:
· listen to the full complaint without interrupting or getting
defensive
· follow the Melbourne Car World complaints policy.
Telephone Courtesy
It is everyone’s responsibility to answer the phone. Always try
to answer the phone promptly, within three rings. Always
answer in a friendly, polite manner: ‘good
morning/afternoon/evening, welcome to Melbourne Car World,
how may I help you?’
If you are certain of the answer to the customer’s question, you
should respond clearly and politely. If you are uncertain, ask
the caller if you may put them on hold for a moment. If there is
a staff member close who can provide you with the correct
information, then return to the call and provide the customer
with the necessary information. If there are no staff members
close by that can help promptly, then ask the caller for their
name and put the caller through to a manager, making sure that

you brief the manager on the callers’ name and the nature of
their enquiry. Always thank the person for calling.
Dress Code
All employees of Melbourne Car World are expected to
represent the business, and dress accordingly. All customer
service staff members are required to wear business attire.
Shirts and skirts or trousers should be ironed and neat in
appearance, shirt tucked in and a belt worn with the trousers.
Closed toed footwear with rubber soles is required.
Updated/authorised
Appendix 7 – Policy and Procedures for customer consultation
Melbourne Car World Customer Consultation Policy and
Procedures
Purpose
The purpose of this policy is to ensure the management of
customer contact is carried out consistently, fairly and
transparently and in accordance with organisational
requirements.
Scope
The scope of this policy covers the management of customer
contact by employees and contractors of Melbourne Car World.
Resources
available below.
Responsibility
responsibility for managing customer contact.
Privacy Act 1998 (Cwlth)
Updated/
authorised

To serve customers
All customers should be acknowledged within the first five
seconds of entering the dealership. All calls must be answered
within three rings. When you are busy with another customer,
this acknowledgement can be one of the following:
· a wave and smile
· saying you’ll be with them soon/placing them on
hold.Procedure
1. When free, engage the customer in the following ways as
appropriate:
· smile
· make eye contact
· if you know their name, use it
· if you’ve seen them at Melbourne Car World before, welcome
them back
· if you’ve not seen them before, introduce yourself by name
· if the customer doesn’t ask for help, start a conversation with
them
· talk in an energetic manner
· give them your full attention.
2. When greeting the customer, ensure you (as relevant):
· acknowledge customer’s 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.
3. Identify customer needs and match them to products and
services.
4. 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.
5. Have customer complete consent form.
6. Fulfil customer order as negotiated.

7. Ask customer to participate in customer service feedback
questionnaire. Assist customer to complete.
8. Submit all documentation and records to manager for storage
in accordance with Record-Keeping Policy and Privacy
Policy.To manage complaints
1. Greet the customer courteously and give them your name.
2. Never argue with the customer.
3. Apologise for any product fault or poor service. Be
sympathetic. Thank the customer for bringing the complaint to
your attention.
4. Listen fully to what the customer is saying. Try to gather all
the facts about the complaint and jot them down. Ask questions
and summarise what they are saying.
5. When you have all the details about the complaint, ask the
customer how they would like it to be resolved. Always suggest
replacements or credit notes over refunds and discuss product
options to suit customer’s needs.
6. Refunds and discounts must be within your authority to offer.
Request authorisation from the manager of dealership for
amounts above your delegated authority.
7. At end of complaint summarise complaint and how you
commit to resolving the complaint. Gain customer agreement.
Submit notes on complaint to manager:
· nature of complaint
· resolution of complaint.Appendix 8 – Consent form for offer
of vehicle or service
code of practice):
you, the customer.

required.
offered for sale.
Signature: Date:

Appendix 9 – Customer segment profiles
Business
Friends and Fun
· Prefer to be addressed by last name and title.
· Looking for a deal on large fleets
· Prepared to spend big if looked after right.
· Often conservative, pro family
· Income $30 000–$50 000.
· Friends, dating is number one concern.
· Highly price sensitive.
· Progressive, green politics.
Family and fun
Adventure family
· Prefer to be asked for form of address.
· Safety is number one priority.
· Family fun activities are a close second.
· Prestige not as important as other things.
· Needs lots of assistance to understand features and benefits.
· Must-have priorities, but wants to save money to spend on
family activities.
· Wants respect for self and life choices.
· Wants understanding of family needs.

· Family camping and off-road activities are top priorities.
· Safety is relatively important.
· Knows what they want.
· Needs respect.
· Sometimes requires non-standard modifications.Appendix 10 –
Product comparison information
Vehicles
TOTO Freedom
($42,000)
RCV
Rover
($38,000)
IMOK
Cruise
($25,000)
Ascot
Ranger
($55,000)
Features
Airbags
Y
Y
Y
Y
ESC
Y

N
N
Y
# Passengers
7
7
4
7
Cargo
1200 L
1500 L
400 L
1200 L
Seats fold to increase capacity
Y
N
Y
N
4WD
N
N
N
Y
Leather seats
N
N
N
Y
Fuel
8.0 L/
100 km
7.5 L/
100 km
6.5 L/
100 km
10 L/

100 km
Towing
1 tonne
1 tonne
N
4 tonne
Bluetooth hands- free
Y
Y
Y
Y
MP3/iPod connectivity
Y
Y
Y
Y
Modifications and additions
Towbar
Y
($200)
Y
($200)
N
Y
($200)
Sunroof
Y
($2,000)
Y
($2,000)
Y
($2,000)
Y
($3,000)
Reverse camera
Y

($1,000)
Y
($1,000)
N
Y
($2,000)
Roof racks
Y
($300)
Y
($300)
N
Y
($350)
Window tinting
Y
($400)
Y
($400)
Y ($300)
Y
($500)
Backseat DVD player
Y
($400)
Y
($400)
N
Y
($500)
Extended 4yr warranty
Y
($1,000)
Y
($1,000)
Y

($1,000)
Y
($2000)Appendix 11 – Customer satisfaction survey
Please answer the following:
Yes
No
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 ‘sales person’ 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 ‘sales person’ communicate with your regularly and

effectively?
Would you use this sales person again?
What was good/bad about your experience?
Where could the ‘sales person’ improve?
Signature: Date: Appendix
12 – Melbourne Car World Privacy Policy
Melbourne Car World is committed to protecting your privacy.
It is bound by the national privacy principles contained in the
Privacy Act 1988 and all other applicable legislation governing
privacy.
Where appropriate, Melbourne Car World will handle personal
information in accordance with relevant legislation. Our respect
for our customers’ privacy is paramount. We have policies and
procedures to ensure that all personal information is handled in
accordance with national privacy principles.
This privacy policy sets out our policies on the management of
personal information – that is, how we collect personal
information, the purposes for which we use this information,
and to whom this information is disclosed.
1. What is personal information?
Personal information is information or opinions that could
identify you. Examples of personal information include: your
name, address, telephone number and email address, or
documents that include this information, like a resume.
2. How does Melbourne Car World collect and use your
personal information?
Melbourne Car World collects personal information during
customer transactions, when you send a job application, when

you email us or interact with our website. These uses are
discussed below.
3. What happens if you don’t provide personal information?
Generally, you have no obligation to provide any personal
information to us. However, if you choose to withhold personal
information, we are unlikely to be able to respond to your
application or query.
4. To whom do we disclose personal information?
We engage third party service providers (including related
companies of Melbourne Car World which may be located
outside Australia) to perform functions for Melbourne Car
World. Such functions include mailing, delivery of purchases,
credit card payment authorisation, trend analysis, external
audits, market research, promotions and the provision of
statistical sales information to industry bodies.
For our service providers to perform these functions, in some
circumstances it may be necessary for us to disclose your
personal information to those suppliers. Where disclosures take
place, we work with these third parties to ensure that all
personal information we provide to them is kept secure, is only
used to perform the task for which we have engaged them and is
handled by them in accordance with the national privacy
principles.
5. How do we protect personal information?
At all times, we take great care to ensure your personal
information is protected from unauthorised access, use,
disclosure or alteration. We endeavour to ensure that our
employees are aware of, and comply with, their obligations in
relation to the handling of personal information. Only properly
authorised employees are permitted to see or use personal
information held by Melbourne Car World and, even then, only
to the extent that is relevant to their roles and responsibilities.
Your personal information will not be sold to any other
organisation for that organisations’ unrelated independent use.
Further, we will not share your personal information with any
organisations, other than those engaged by us to assist us in the

provision of our products and services (as described above).
6. What about information you provide in job applications?
If you submit a job application to Melbourne Car World, we
will use the information provided by you to assess your
application. In certain circumstances, Melbourne Car World
may disclose the information contained in your application to
contracted service providers for purposes such as screening,
aptitude testing, medical testing and human resources
management activities.
As part of the application process, in certain circumstances, you
may be required to complete a pre-employment health
questionnaire. You may also be asked to undergo a pre-
employment medical assessment.
If you refuse to provide any of the information requested by
Melbourne Car World, or to consent to the disclosure of the
results of your medical assessment to Melbourne Car World, we
may be unable to consider your application.
7. Is the personal information we hold accurate?
We endeavour to maintain your personal information as
accurately and reasonably possible. However, we rely on the
accuracy of personal information as provided to us both directly
and indirectly. We encourage you to contact us if the personal
information we hold about you is incorrect or to notify us of a
change in your personal information.
8. How can you access or correct the personal information we
hold about you?
Wherever possible and appropriate, we will let you see the
personal information we hold about you and correct if it is
wrong. If we do not allow you access to any part of the personal
information we hold about you, we will give you reasons,
consistent with the Privacy Act, as to why we cannot allow your
access.
9. Melbourne Car World internet policy
Melbourne Car World generally only collects personal
information from its website when it is provided voluntarily by
you. For example, when you send us a message with a query

about Melbourne Car World or its services, we will generally
use your information to respond to your query, to provide and
market our services to you or as otherwise allowed or required
by law.
For the same purposes, Melbourne Car World may share your
information with other members of the Melbourne Car World
strategic partners (including companies who are located outside
Australia) and their respective service providers, agents and
contractors. If we do this, we require these parties to protect
your information in the same way we do.
When you visit this website or download information from it,
our internet service provider (ISP) makes a record of your visit
and records the following information:
· your internet address
· your domain name, if applicable
· date and time of your visit to the website.
Our ISP also collects information such as the pages our users
access, the documents they download, links from other sites
they follow to reach our website, and the type of browser they
use. However, this information is anonymous and is only used
to statistical and website development purposes.
We use a variety of physical and electronic security measures,
including restricting physical access to our offices, firewalls
and secure databases to keep personal information secure from
unauthorised use, loss or disclosure. However, you should keep
in mind that the internet is not a secure environment. If you use
the internet to send us any information, including your email
address, it is sent at your own risk.
You have a right of access to personal information we hold
about you in certain circumstances. If we deny your request for
access we will tell you why.
10. Use of cookies
A cookie is a small message given to your web browser by our
web server. The browser stores the message in a text file, and
the message is then sent back to the server each time the
browser requests a page from the server.

Melbourne Car World makes limited use of cookies on their
website. Cookies are used to measure usage sessions accurately,
to gain a clear picture of which areas of the website attract
traffic and to improve the functionality of our website.
When cookies are used on this website, they are used to store
information relating to your visit such as a unique identifier, or
a value to indicate whether you have seen a web page. We use
session (not permanent) cookies. They are used to distinguish
your internet browser from the thousands of other browsers.
This website will not store personal information such as email
addresses or other details in a cookie.
Most internet browsers are set up to accept cookies. If you do
not wish to receive cookies, you may be able to change the
settings of your browser to refuse all cookies or to notify you
each time a cookie is sent to your computer, giving you the
choice whether to accept it or not.
11. Customer service satisfaction data
In accordance with company policy all volunteered customer
service data will be treated in the strictest of confidence. No
data will be given to third parties except to advance the cause of
improved customer service. No information will be used to
market additional products or services or be given to third
parties for this purpose. All customer data will be stored
securely as per company records keeping policy.
Appendix 13 – Procurement and referrals policy and procedures
Purpose
The purpose of this policy is to ensure the acquisition of
resources is carried out consistently, fairly and transparently
and in accordance with organisational requirements.
Scope
The scope of this policy covers the purchasing and acquisition
of resources by employees and contractors of Melbourne Car

World (Melbourne Car World). Procurement includes costs
related to marketing and promotion. Referrals include all
referrals to external businesses and strategic partners for
satisfying customer requirements.
Resources
available below and on the company intranet.
Responsibility
responsibility for purchasing resources.
· Privacy Act 1998 (Cwlth)
· Equal Opportunity Act 2010 (Vic)
· Australian Securities and Investments Commission Act 2001
(Cwlth)
· Corporations Act 2001 (Cwlth)
· A New Tax System (Goods and Services Tax Administration)
Act 1999 (Cwlth)
· A New Tax System (Goods and Services Tax) Act 1999
(Cwlth)
· Income Tax Assessment Act 1997 (Cwlth)
· Fair Work Act 2009 (Cwlth)
· Occupational Health and Safety Act 2004 (Vic)
Updated/
authorised
10/2011 – Cameron White, CFO
Chief Executive Officer
Flo Mehra
Chief Financial Officer
Cameron White

Sales and Customer Service General Manager
Phil Andersson
Manager West
Pat Marks
Operations General Manager
Les Mackie
Manager North
Kim Phelps
Manager East
Saul Van Buren
Board of Directors

Assessment Task 2 Manage networks to meet customer needsSubmissio.docx

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