BSBCUS402; Topic One Learning Checkpoint

BSBCUS402; Topic One Learning Checkpoint

by Barney Sinclair

Open Ended

Suggest some ways how staff should acknowledge the customer, including things they should NOT do.

​​1. Acknowledging the customer:

• Always acknowledge the customer at the first available opportunity.

• Don’t give the customer any reason to think they are not your number one priority.

• Make eye contact with the customer if meeting them face to face.

Open Ended

Suggest some ways how staff should talk with the customer, including things they should NOT do.

​2. Talking with the customer:

• Move close enough to the customer to engage in a comfortable conversation.

• Speak politely and clearly to the customer; avoid jargon or language they may not understand.

• Answer the customer’s questions as clearly and directly as possible.

• Allow the customer adequate time to explain their needs.

• Listen carefully to what the customer is telling you.

Open Ended

Suggest some ways how staff should recommend products and services, including things they should NOT do. 

​3. Recommending products and services:

• Don’t make unrealistic promises to the customer.

• Try to establish some kind of connection with the customer to build the relationship

Open Ended

Suggest some ways how staff should communicate on the phone, including things they should NOT do.

​4. Communicating on the phone:

• Answer the phone as quickly as possible.

  Greet the customer.

• Introduce yourself and the organisation.

• Speak clearly and slowly.

• Allow the customer to explain their needs.

• Ask questions where necessary.

• Make a record of the call.

• Follow up as needed.

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