BSBCUS301 Deliver and monitor a service to customers Assessment Workbook Table of Contents Table of Contents 1 Assessments 2 Assessment Task 1A 2 Assessment Task 1B 3 Assessment Task 1C 4 Assessment Task 1D 5 Assessment Task 2A 6 Assessment Task 2B 7 Assessment Task 2C 8 Assessment Task 2D 9 Assessment Task 2E 10 Assessment Task 3A 11 Assessment Task 3B 12 Assessment Task 3C 13 Assessment Task 3D 14 Skills and Knowledge Assessment 15 Practical Assessment 16 Major Assessment 17 Assessments Assessment Task 1A Estimated Time 20 Minutes Objective To provide you with an opportunity to use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations Assessment Question 1: What are three keys steps to have a successful customer/supplier interaction? Question 2: What are three examples of customer needs and expectations? Question 3: What are five examples of interpersonal skills? Question 4: Based on the above list, pick out three and expand on your understanding of the examples. Question 5: Assume that you work at a café as a barista, what should you do if you don’t understand a complicated coffee order? Assessment Task 1B Estimated Time 30 Minutes Objective To provide you with an opportunity to assess customer needs for urgency to determine priorities for service delivery according to organisational and legislative requirements Assessment Question 1: Why is it important to work out if the customer request is urgent? Question 2: Imagine that you run a successful café or bar (or both!) it is Saturday evening – your busiest time! What three factors might alter the delivery of food and drinks to your clients? What should you tell your staff to say to your customers? Question 3: Based on your experience, what are some signs that will help you assess a customers’ other needs for urgency and determine priorities in a retail environment? Question 4: What are four organisational and legislative requirements that may affect their ability to deliver on client needs? Assessment Task 1C Estimated Time 20 Minutes Objective To provide you with an opportunity to use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options Assessment Question 1: Why is reflective questioning effective in meeting customer needs? Question 2: What are four examples of poor listening skills? Question 3: What are four examples of good listening skills? Question 4: Describe the key elements of effective communication when interacting with customers. (write at least three) Assessment Task 1D Estimated Time 20 Minutes Objective To provide you with an opportunity to identify limitations in addressing customer needs and seek appropriate assistance from designated individuals Assessment Question 1: Based on your experience, describe at least two limitations that a café (or another industry that you are familiar with) will have.