Unit Code and
Title:
SITXCCS007 Enhance the Customer Service Experience
Student
No:
Student Name:
Assessment Type
Assessment Result
Multiply Choice Questions

Satisfactory

Not Yet Satisfactory
Short Answer Questions

Satisfactory

Not Yet Satisfactory
Assessor’s Declaration:
I hereby certify that the above student has been assessed by me and the assessment was carried out in line
with the Principles of Assessment and Rules of Evidence as per the Hannay Accreditation:

Training and Assessment Strategies,

Policies and Procedures, and

Assessment Task Instructions.
All four assessment tasks must be marked Satisfactory to be deemed Competent for this unit of competency.

Unit Final Result:
Competent

Not Yet Competent

N/A
Trainer/Assessor Name:
Trainer/Assessor Signature:
Date:
Student Declaration:
Assessor Declaration:
I declare that I have been assessed in this module, and I
have been advised of my result. I also am aware of my
appeal rights.
I declare that I have conducted a fair, valid, reliable and
flexible assessment with this candidate, and I have provided
appropriate feedback.
Signature: __________________________
Signature: ____________________________
Date:
Date:
____/_____/_____
____/_____/_____
Trainer / Assessor’s Comments:
Entered onto Student Management Database
Circle Yes No
V2.0 September 2016
Date: ________________
SITXCCS007 Enhance the Customer Service Experience Assessment Booklet
Initials:
Page 1
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V2.0 September 2016
SITXCCS007 Enhance the Customer Service Experience Assessment Booklet
Page 2
Unit Code & Title
SITXCCS007 Enhance the Customer Service Experience
Student’s Name:
Multiply Choice Questions

Satisfactory

Not Yet Satisfactory

N/A
Is re-assessment necessary?

YES

NO

N/A
Assessor’s Declaration:
I hereby certify that the above student has been assessed by me and the
assessment was carried out in line with the Principles of Assessment and Rules
of Evidence as per the Hannay Accreditation:
Assessor’s signature and declaration.

Training and Assessment Strategies;

Policies and Procedures and

Assessment Task Instructions.
Assessor Signature: …………………………………………………………………….
Assessor Name: ……………………………………………………………………….
Date: …………………………………………………………………………………...
Student Declaration:
No part of this assessment has been copied from another person’s work, except
where document or work is listed/referenced.
Student declaration and signature.
No part of this assessment has been written for me by another person.
Student Name: ……………………………………………………………………………...
Student Signature: …………………………………..........................................................
Date: ………………………………………
Trainer/Assessor’s Comments & Feedback:
V2.0 September 2016
SITXCCS007 Enhance the Customer Service Experience Assessment Booklet
Page 3
SITXCCS007 Enhance the Customer Service Experience
A: Multiple Choice Questions
Students Guidelines






There are 28 multiple choice questions to answer
There is only one correct answer
Please circle one answer only
If you need to change your answer, put a cross through it
Answers must be completed in blue or black pen
Please sign and date the cover sheet before you hand your assessment task in
Question 1
How can you ensure you give your customers exactly what they want?
Circle one answer:
a.
By observing their behaviour, anticipating what they want and providing it.
b.
By creating a customer profile and keeping it on your database.
c.
By determining and clarifying their preferences, needs and expectations from the outset.
d.
By resolving their complaints quickly and to their satisfaction.
Question 2
Which products and services should you advise customers on?
Circle one answer:
a.
All the products and services you offer.
b.
Products and services which are most profitable for your business.
c.
Products which are overstocked and need to be sold.
d.
Products and services appropriate to the customer’s needs.
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Question 3
When should you anticipate customers’ preferences, needs and expectations?
Circle one answer:
a.
At the beginning of the service experience.
b.
Throughout the entire service experience.
c.
At the end of the service experience.
d.
In the middle of the service experience.
Question 4
In what timeframe should you provide products and services to customers?
Circle one answer:
a.
Promptly and within your organisation’s designated timeframes.
b.
Usually within one working day.
c.
It depends on the customer. Some are willing to wait longer than others.
d.
As quickly as you possibly can. Your main aim should be a fast turnaround.
Question 5
How can you provide tailored and additional services and products?
Circle one answer:
a.
Use your intuition to predict products and services customers might like.
b.
Use your initiative to offer extras and add-ons that meet customers’ needs.
c.
Use your communication skills to ask colleagues what customers want.
d. Use your customer profile and database to consistently email your clients with options.
Question 6
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When should you check the actioning of a customer’s special requests?
Circle one answer:
a.
During customer delivery.
b.
After customer delivery.
c. Before customer delivery.
d.
It’s not your responsibility to check the actioning of customers’ special requests.
Question 7
Why should you provide professional and personalised service?
Circle one answer:
a.
To ensure your job remains secure.
b.
To get a promotion
c.
To provide a quality service experience for your external customers.
d. To develop better relationships with and provide a quality service experience for your
internal and external customers.
Question 8
What’s the primary reason to liaise and be in close communication with team members and
suppliers?
Circle one answer:
a.
To ensure efficient service delivery.
b. To check that they’re doing their jobs properly so you can report any performance
problems to management.
c.
To learn from their mistakes.
d.
To ensure that everyone knows who you are and what your role is.
Question 9
Who should you share customer information with to ensure quality service delivery?
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Circle one answer:
a.
Your team members and manager.
b.
Your CEO.
c.
Your external customers.
d.
It’s against the law to share customer information.
Question 10
What should you do if you identify a problem with a product or service?
Circle one answer:
a. Immediately speak with the team member responsible for the poor product or service to
prevent it from happening again. Then go speak with the customer to compensate them.
b.
Take immediate action to address the problem before provision to the customer.
c. If you caused the problem, take immediate action to address it. If it’s someone else’s fault,
let them know so they can address it before provision to the customers.
d.
It isn’t necessary to take any action in this situation.
Question 11
What should you do if there’s a delay in product or service provision?
Circle one answer:
a. Apologise to the customer. Give an explanation. Keep them regularly updated on expected
outcomes.
b.
If you are well organised, there should never be delays in products or services.
c. Most customers are used to waiting. If they complain, however, let them know what’s
happening and what the expected outcome is.
d.
Find out who is responsible and ask them to follow through with the customer.
Question 12
If the customer wants a product or service that’s unavailable, what should you do?
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Circle one answer:
a.
Apologise that you can’t give them what they want.
b. To keep them happy, say you can provide it, and then use your creativity and initiative to
figure out how you can.
c.
Use your initiative to advise them of suitable alternative products and services.
d.
Send them to another organisation which can give them what they want.
Question 13
How should you compensate customers for service difficulties?
Circle one answer:
a.
Give them the compensation they ask for. The customer is always right after all!
b. If they’re nice to you, give them their money back. If they’re not, don’t! You don’t want
customers like this to come back anyway.
c. Avoid compensating customers for service difficulties as it eats into profits. If you don’t
return their calls they’ll get frustrated and give up.
d. Be proactive and compensate them according to your individual empowerment and
organisational policy.
Question 14
What should you do about service issues to avoid further customer disappointment?
Circle one answer:
a. Complain to your friends and family about service issues. Most internal feedback just falls
on deaf ears anyway.
b.
Complain to your manager about service issues so they can be fixed.
c.
Provide internal feedback on service issues and suggest improvements.
d. Tell your team mates to get their act together before management notices they are slack
and sacks them.
Question 15
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Page 8
What’s the best way to establish and agree on the nature, possible cause and details of
customers’ complaints?
Circle one answer:
a. Use reflective questions to probe for specifics and clarify any ambiguities to make sure you
completely understand.
b.
Use closed questions to make sure you maintain complete control of the conversation.
c.
Use open questions to allow the customer to speak freely and openly about their concerns.
d.
Use active listening techniques and try not to ask the customer too many questions.
Question 16
You need to assess the impact your conflict resolution has on the customer. What kind of
impact are you looking for?
Circle one answer:
a.
No impact.
b.
Negative impact.
c.
Positive impact.
d.
Negative or no impact.
Question 17
What kind of techniques can assist you most with the management of complaints?
Circle one answer:
a.
Self-defence techniques.
b.
Communication techniques.
c.
Selling techniques.
d.
Techniques to anticipate customer preferences.
Question 18
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How should you handle complaint situations or conflicts in order to resolve them most
effectively?
Circle one answer:
a.
Sensitively, courteously and discreetly at all times.
b.
Loudly, confidently and clearly.
c.
Sensitively, assertively or aggressively, depending on the customer’s attitude.
d.
Sensitively, courteously and publicly to ensure you have witnesses.
Question 19
Whose responsibility is it to find a solution to customer complaints?
Circle one answer:
a.
Your managers.
b.
Your teams.
c.
Your customers.
d.
Yours.
Question 20
When determining and analysing options to resolve complaints/conflicts, what should you take
into account before deciding on the best solution?
Circle one answer:
a.
Organisational promotional services you could offer.
b.
Professional standards required of the services industry.
c.
Organisational procedures, policies and constraints as well as designated response times.
d.
Organisational structure charts and the cost of compensation.
Question 21
How do you ensure complaints/conflicts are resolved to customer satisfaction?
Circle one answer:
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a.
Consult customer satisfaction survey results when planning your resolution strategy.
b.
Consult with the customer throughout the resolution process.
c.
Consult with your team members and manager for their advice and suggestions.
d.
Consult complaint resolution websites for the most common solutions to the problems.
Question 22
How should you view complaints?
Circle one answer:
a.
As an opportunity to demonstrate high-quality customer service.
b.
As a problem to be resolved quickly before it gets any worse.
c.
As a mistake to blame someone for.
d.
As a chance to slip out for a break without anyone noticing.
Question 23
Why should you provide internal feedback about complaints?
Circle one answer:
a.
To let management know they should be on the lookout for inept employees.
b.
To increase the satisfaction of internal customers.
c.
To develop rapport with your external customers.
d.
To avoid future reoccurrence.
Question 24
Why should you reflect on and evaluate complaints and solutions?
Circle one answer:
a.
So you can enhance your response to future issues.
b.
So you can have more meaningful team meetings.
c.
So you can improve your problem-solving skills.
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d. You don’t need to reflect on and evaluate complaints and solutions. You should focus on
serving the customers at hand.
Question 25
How can you promote repeat business?
Circle one answer:
a. Offer special discounts to friends and family. Encourage them to spread the word to other
people they know. Word of mouth is the best form of advertising.
b.
Offer promotional services according to your empowerment and organisational policy.
c.
Advertise and give away free samples of your products and services.
d.
Use special display stands and window displays to promote your products and services.
Question 26
Why should you maintain customer profiles?
Circle one answer:
a.
To organise your customer database better.
b.
To give office staff an important task to focus on during ‘down time’.
c.
To enhance service delivery.
d.
To ensure you comply with the Privacy Act.
Question 27
How can you further develop relationships with repeat customers?
Circle one answer:
a. They are repeat customers because you have already managed to develop a relationship
with them. You really don’t need to do anything further.
b. Provide them with further information about your vast array of products and services.
Keep tempting them to try new and different things.
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Page 12
c.
Offer them discounts on any products or services they purchase.
d. Continue to develop rapport with them, offer promotional services and provide them with
personalised service.
Question 28
How can you tailor products and services to individual customers?
Circle one answer:
a.
Check out their customer profile and offer them products and services based on it.
b.
it.
Check out their customer satisfaction form and offer them products and services based on
c.
Check out their Facebook page and offer them products and services based on it.
d. Check out their personal details in the customer database and offer them products and
services based on their age and address.
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Page 14
Unit Code & Title
SITXCCS007 Enhance the Customer Service Experience
Student’s Name:
Short Answer Questions

Satisfactory

Not Yet Satisfactory

N/A
Is re-assessment necessary?

YES

NO

N/A
Assessor’s Declaration:
I hereby certify that the above student has been assessed by me and the
assessment was carried out in line with the Principles of Assessment and Rules
of Evidence as per the Hannay Accreditation:
Assessor’s signature and declaration.

Training and Assessment Strategies;

Policies and Procedures and

Assessment Task Instructions.
Assessor Signature: …………………………………………………………………….
Assessor Name: ……………………………………………………………………….
Date: …………………………………………………………………………………...
Student Declaration:
No part of this assessment has been copied from another person’s work, except
where document or work is listed/referenced.
Student declaration and signature.
No part of this assessment has been written for me by another person.
Student Name: ……………………………………………………………………………...
Student Signature: …………………………………..........................................................
Date: ………………………………………
Trainer/Assessor’s Comments & Feedback:
V2.0 September 2016
SITXCCS007 Enhance the Customer Service Experience Assessment Booklet
Page 15
SITXCCS007 Enhance the Customer Service Experience
B: Short Answer Questions
Student Guidelines
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There are 58 short answer questions to complete
Students must attempt all questions
Students must only use black or blue ink (no pencils)
When you collect a students work, please make sure it has been signed and dated
Trainer/assessors will inform the students of due completion date
The assessor has the ability to contextualise answers of a student depending on their work
environment.
Please sign and date the cover sheet before you hand your assessment task in
Section 1: Provide a quality service experience
Question 1
List five principles of enhanced customer service experience. What common characteristics represent
quality service to customers?
Question 2
Identify six different customer service needs and expectations that you could determine and anticipate
throughout service delivery.
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Question 3
You work waiting tables in a crowded, busy restaurant. The maître d’ has just informed you that a
regular customer with a sight impairment is on table 4. Explain five ways you would look after this
customer.
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Question 4
You work at reception in a large hotel. A customer is checking in. According to their customer profile,
they’re hearing impaired. Describe four ways you would communicate with this customer.
Question 5
You work as a tour guide. Your booking sheet says that your next group are from Cambodia and speak
very little English. State eight ways you can overcome language barriers when dealing with them.
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Question 6
Your hotel is hosting a large international conference. You work in the hotel buffet. List eight ways to
meet customers’ special dietary needs.
Question 7
How would you respond to the following non-verbal signs from customers?
Question 8
Are the following questions open, closed or reflective?
Please write your answer a long side the question
Do you have a loyalty card? _____________________
What type of holiday are you looking for? ______________________
You mentioned you’re concerned about how you would get around the resort. Do you have any specific
requirements regarding transport? ______________________
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Question 9
Explain five ways to use active listening to develop rapport and facilitate effective two-way
communication.
Question 10
List six types of external customers.
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Question 11
List four types of internal customers.
Question 12
Describe the difference between a product and a service.
Question 13
List five ways to develop your knowledge so you can advise customers about products and services
which meet their needs.
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Question 14
You should promptly provide products and services which meet individual preferences. This may require
you to prioritise. Identify people you might need to give priority to.
Question 15
You should use your initiative to provide tailored and additional services and products through upselling
and offering add-ons. Explain the difference between the two.
Question 16
List six extras and add-ons you could offer customers.
Question 17
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When should you check the actioning of customer special requests?
Question 18
Identify four preferences or requests you could remember in order to give personalised service and a
quality service experience to your customers.
Question 19
Explain how providing professional service and enhancing customer service generally is beneficial to you
personally and to your organisation.
Question 20
State the four types of industry standards you should adhere to.
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Question 21
Identify six attitudes and attributes the service industry expects of you.
Question 22
List reasons to liaise and share customer information with your team and manager.
Question 23
Describe the kind of customer information you should share with team members to ensure efficient,
high-quality service delivery.
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Question 24
Besides team members and managers, identify others you may need to communicate and liaise with.
Section 2: Proactively respond to difficult service situations
Question 25
Identify six problems common in the tourism, travel, hospitality and events sector.
Question 26
What would you do if a supplier rang to tell you a champagne delivery was going to be late and you
need the champagne for a wedding function?
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Question 27
Describe the skills you would use when discussing a service problem with a supplier or team member.
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Question 28
Briefly explain how you can anticipate delays in product provision.
Question 29
State the steps you would take to address a service delay a customer is experiencing.
Question 30
Explain what you would do if you couldn’t provide a product or service the customer wants.
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Question 31
List four ways you could proactively compensate customers for any service difficulties experienced.
Question 32
You work for a tour company. The tour price for a couple is $300. It costs $75 per person to run the tour.
How much profit do you make on a couple who book a tour?
Question 33
A couple wants a refund of the entire cost of the tour in Q32 because it rained. Which compensation will
still allow you to make a profit?
A complete refund
Write your answers a long side the question
75% refund __________________
50% refund __________________
25% refund __________________
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Question 34
What are three things you should consider when providing compensation to the customer?
Question 35
Give four reasons you should provide ongoing internal feedback.
Question 36
Identify four kinds of feedback you should communicate.
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Question 37
You should provide internal feedback to avoid future occurrence of problems and customer
disappointment. Describe how to do this using the ‘feedback sandwich’ technique.
Section 3: Resolve customer complaints
Question 38
What’s the value of staff and customer feedback? Identify five ways staff and customer feedback can
help enhance customer service delivery.
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Question 39
A customer is complaining loudly about your poor service. Explain how you would handle this situation.
Question 40
Give a new colleague three tips on how to use appropriate language when communicating.
Question 41
Describe the tone, pitch and volume you should use when speaking to customers.
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Question 42
From the list provided identify which non-verbal communication is appropriate to use in customer
service to develop rapport and promote good relationships with customers.
Slouching ________________
Smiling ________________
Sighing ________________
Establishing eye contact ________________
Giving customers the body space they need ________________
Pointing with your index finger ________________
Guiding people with an open hand ________________
Crossing your arms ________________
Patting an Indian child on the head ________________
Question 43
Explain why it’s important to apply good questioning techniques when communicating with customers
who are complaining?
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Question 44
List five conflict resolution techniques you can use to establish the facts, prevent escalation and work
towards an agreeable solution.
Question 45
Describe the guidelines you should follow when taking responsibility for finding solutions to complaints.
Question 46
State the eight-step procedure usually used in the complaint-handling process.
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Question 47
Identify four organisational constraints you should take into account when deciding how to resolve
customer complaints.
Question 48
List three questions you can ask yourself to assess the impact a solution will have on a customer.
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Question 49
State four reasons to provide internal feedback on complaints.
Question 50
Identify four areas of the workplace where there is commonly room for improvement.
Question 51
Describe six communication skills to use when suggesting improvements.
Section 4: Develop customer relationships
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Question 52
List three promotional services you could offer to promote repeat business.
Question 53
Identify four types of customer loyalty programs you could use to promote repeat business.
Question 54
List ten ways to establish rapport with customers.
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Question 55
Describe the data contained and maintained in customer profiles which you can use to provide
personalised, tailored products and services to repeat customers.
Question 56
Explain the similarities and differences between manual, computer and linked computer systems used
to track customer profiles and data.
Question 57
Describe three ways you can develop the technical skills necessary to use computers and databases that
manage customer profiles and promotional activities.
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Question 58
List three methods you can use to collect feedback from customers.
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