Question 1 Explain the purpose of the Australian Consumer Law and how it protects consumers’ rights.
Question 2 Outline the consumer guarantees that apply for both products and services under the Australian Consumer Law.
Question 3 Outline services covered by the consumer guarantee.
Question 4 Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided.
Question 5 Discuss whether consumers are legally entitled to a refund or replacement if they change their mind.
Question 6 Explain service standards and their importance.
Question 7 Explain the importance of measuring service standards.
Question 8 Explain public relations.
Question 9 Explain how customer service impacts on public relations for a company.
Question 10 Explain product promotion.
Question 11 Outline four keyways of providing excellent customer service.
Question 12 Explain at least two ways that you could overcome verbal communication barriers with customers.
Question 13 Explain how you can overcome barriers to communication with customers with hearing impairments.
Question 14 Discuss why an unhappy customer is not good for business.
Question 15 Discuss the importance of understanding customer complaint behaviour.
Question 16 Explain three key customer research methods.
Question 17 Explain at least two benefits of an effective complaint handling system for businesses and consumers.
Question 18 Explain the standard steps for dealing with a customer complaint.
Question 19 Outline four key communication skills that should be utilised when dealing with customer complaints.
Question 20 Explain the importance of recording and monitoring complaints.