BSBOPS203 Deliver a Service to Customers - Knowledge Questionnaire - Assignment Help

Assignment Help on Written Questionnaire

Task 1 – Knowledge Questionnaire

Task summary and instructions
What is this assessment task about?	This assessment is a written questionnaire with a mix of objective and subjective questions. The questionnaire is designed to meet the knowledge required to meet the unit requirements safely and effectively. The questions focus on the knowledge evidence required for this unit of competency: · key provisions of customer service legislation and consumer law · requirements for responding to the needs of customers from a diverse background · workplace organisational policies and procedures relating to customer service and the customer service process. Your assessor will be looking for demonstrated evidence of your ability to answer the questions satisfactorily, follow instructions, conduct online research and review real or simulated business documentation as instructed.
What do I need to do to complete this task satisfactorily?	· submit your answers to the questions within the set timeframe, · answer all questions as instructed, · answer all questions using your own words and reference any sources appropriately, · all questions must be answered satisfactorily. It is advisable to: · review the questions carefully, · answer the questions using online research and the learning material provided for the unit and by reviewing real or simulated relevant business documentation (such as policies and procedures), · further research the topics addressed in each question.
Specifications	You must submit to GOALS the · assessment coversheet, · answers to all questions, · references.
Resources and equipment	• computer with Internet access, • access to Microsoft Office suites or similar software, • learning material.
Re-submission opportunities	You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you with written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the task.

Answer all the questions below:

Question 1

Identify the national law that applies to consumer protection and briefly describe the five key areas in which it provides these protections. (20-30 words/each)

	Question	Answer
A	National Law for the consumer protection
B	Five key areas in which it provides the consumer protections

Question 2

Explain the requirements for responding to the needs of customers from a diverse background. (40 – 50 words)

Question 3

Visit the Terms and Conditions Policy of JOB HI FI: https://www.jbhifi.com.au/pages/consumer-guarantees (note: scroll down the page to browse by topic).

Identify 4 organisational policies and procedures relating to customer service and the customer service process and briefly explain them (30-50 words each).