Australian consumer law assessment answer

Australian consumer law assessment answer

ASSESSMENT TASK 1

Ans 1: The Australian Consumer Law which is also known as ACL fixes up customer rights which are called as customer guarantees. These rights involve replacement, repair or refund. It also includes compensation for any kind of damage and loss and it can also cancel a defective service.

Ans 2: As per the Australian Consumer Law whenever a customer purchases a service or o product it comes with automatic guarantee. These guarantees apply when the customers purchase anything and it is not right. The customer guarantees which apply for both products and services under the Australian Consumer Law are:

• Repair, replace, and refund: this can be used in a case when the products are not up to the mark.
• Cancelling a service: The services can be cancelled any time, if not required.
• Compensation for damages & loss: If defective product is received then compensation can be requested.
• Warranties: Automatic customer guarantees can be applied to numerous products and services irrespective of any other warranties provided.

Ans 3: The types of products and services which are covered by the consumer guarantee are household products including furniture and electrical appliances which frequently come with a guarantee.

Ans 4: The signs which show no refunds are opposite to the law. Since it states that the customer will not get a refund in any case even if the delivered goods or services have some problems. These problems include a defect or absence of due care. This is opposite to a company refunds and returns policy.

Ans 5: Usually, a shop does not have to give a repayment or replacement if a purchaser changes the mind about an item. As per the law Australian Consumer Law, the purchaser is only permitted to a repayment or replacement for a main difficulty with a product which is covered by customer guarantees.

Ans 6: A trader must not tell a customer that they are required to pay for any privileges which are equal to a customer guarantee. This simply means that whenever selling a protracted guarantee, a dealer or producer should make the customer clear about what it provides over and above the customer guarantees.

Ans 7: The following information is found in a company’s complaints policy and procedure

• Treating complaint as a clear expression of dissatisfaction
• Dealing with complaint promptly and politely
• Respond to the complaint s in a right manner
• Learning from complaints and taking necessary action

Ans 8: The benefits of an effective complaint handling system for companies and customers and the typical steps which can be used to efficiently deal with a consumer complaint are:

Resolving problems which are raised by an individual since they are dissatisfied

It gives information which can lead to improvements in the delivery of service.

Ans 9: To greet a customer and to establish a reliable welcome process for sales staff to follow when a possible consumer arrives at the sales room following should be done (Stauss & Seidel, 2019):

• Showing the customer that they are recognized by the sales staff
• Asking the customer whether they have been in before
• Asking the customer about the weather
• Praise the customer suitably
• Using a conversation

Ans 10:  The concept of service standards and their significance is:

• Speeding
• Accuracy
• Transparency
• Accessibility
• Empowerment
• Friendliness
• Efficiency

The examples of services standards are:

• Listening to consumer requests and taking immediate action to help them
• Keeping consumers informed about the delays in facility

Ans 11: A company is committed to provide best practice in customer services which may choose to measure its service standard. It helps to:

• Fulfilling the consumers during their regular communications
• It will also assist in seeing developments in generating an easy experience over time.

Ans 12: Public relations are the planned organization of relations among a company and its varied publics, over the usage of communication, to attain mutual understanding, understanding company goals, and aid in the public interest (Ferguson, 2018). Like marketing, public relations look for to encouraging companies, services, products, and brands. It helps to generate goodwill amongst consumers, target audiences and the media by raising the company’s profile.

Ans 13: There are various ways through which a company can promote its products which includes (S. Phabmixay, Rodríguez-Escudero & Rodríguez-Pinto, 2019):

• Posting to Google
• Offering an Up gradation
• Offering consumers with an high-class preview
• Social Media Competitions
• Facebook Advertisements
• Email Marketing
• In-Store Advertisings
• Hosting an event

Ans 14: Consumer service can influence on the public relations image of a company. Any point which touches the customers can have potential to give dissatisfaction or build image of the company (Huang & Zhang, 2020). It the customers are not provided with required services then the company’s image can be spoiled by the customers.

Ans 15: The verbal communication barriers with customers can be handled efficiently by:

1. Showing emotions
2. Drawing a picture to convey an idea
3. Asking for assistance
4. Double-checking the consumer's understanding
5. Being patient
6. Maintaining sense of humour

Ans 16: The barriers which come in communicating with customers who are hearing impaired can be removed by (Kasiri, Cheng, Sambasivan & Sidin, 2017):

• Speaking straight to the consumer normally
• Identifying the intervenor when you talk with the customer who is deaf or blind

Ans 17: The barriers which come in communicating with customers who sight impaired can be removed by:

• Gaining individual's attention by talking first or by a kind touch on the arm
• Introducing yourself
• Talking to the person openly always
• Using verbal replies, avoiding sing language

Ans 18: The four key ways of providing excellent customer service are:

• Present near to the customers
• Closing the Loop
• The process of finding answers should be easy
• Consistency and Compassion

Ans 19: An unhappy consumer is not good for business. Mostly, consumers do not like it when the organisations make them feel in significant and make them wait. An unhappy customer can spoil the image of the company (Gillis, Johansen & Vivek, 2018). They can develop negative emotions in others also.

Ans 20: To understand the behaviour of the consumer is very significant. With the help of this the expectations of the consumers can be better understood. It will make understood about the products which the customer needs to buy (Agnihotri, Dingus, Hu & Krush, 2016). This information is very important for the customers so as to release those products on the market.

Methods that can be used to analyse consumer behaviour are:

1. Segmenting audience
2. Identifying the key benefit for each group

Ans 21: Three research methods which a business might use to discover about customer requirements are:

Interview stakeholders

• Mapping the customer procedure
• Mapping the purchaser journey

Ans 22: It is very necessary to monitor and keeping records of complaints since it can assist the company to improve the customer service approach. Numerous customers call a business's customer service line to file a complaint, with the purpose of being reimbursed or getting a resolution to the issue. It is very significant to handle the consumer complaints efficiently since it can build or spoil a company image. If a purchaser files a complaint about the manner in which he was treated or have an experience of a damaged product then it is necessary to take the customer complaints seriously.

Ans 23: Customer relationship management (CRM) is a technique for handling the company’s relations and communications with consumers. The aim is to improve business relations. A customer relationship management system assists businesses in staying linked to consumers, rationalize procedures, and progress success.

Ans 24:  Two policies that a company can utilise to collect feedback from its consumers are:

• Providing Proactive Live Chat Support
• Providing devoted customer feedback forms on the website
• Getting Feedback on Live Chat Session

Ans 25: Organisation can use social media to monitor and manage customer service relationships as:

• Post User-Generated Content
• Making something additional in promotions
• Being Receptive
• Being easier to discover

The ways in which social media can improve the customer service are:

• Having devoted customer service stations
• Blogging the Service
• Learning From Repetitive issues
• Keeping an eye on competitors
• Asking for feedback

Ans 26: Two plans which can be utilised to observe, manage and present ways to progress customer service relations are:

• Surveys: Conducting regular surveys to discover about  what the consumers think about the business
• Focus Groups: Inviting past, current and even future consumers to contribute in the focus groups to get actual feedback about the level of the service levels

References

Agnihotri, R., Dingus, R., Hu, M. Y., & Krush, M. T. (2016). Social media: Influencing customer satisfaction in B2B sales. Industrial Marketing Management, 53, 172-180.

Ferguson, M. A. (2018). Building theory in public relations: Interorganizational relationships as a public relations paradigm. Journal of Public Relations Research, 30(4), 164-178.

Gillis, W., Johansen, D., & Vivek, S. D. (2018). Differentiating Customer Engagement and Customer Participation in Service Marketing: An Abstract. In Academy of Marketing Science Annual Conference (pp. 483-484). Springer, Cham.

Huang, X., & Zhang, D. (2020). Service product design and consumer refund policies. Marketing Science, 39(2), 366-381.

Kasiri, L. A., Cheng, K. T. G., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91-97.

S. Phabmixay, C., Rodríguez-Escudero, A. I., & Rodríguez-Pinto, J. (2019). Benefits from the standardisation of the complaint management system. Total Quality Management & Business Excellence, 1-21.

Stauss, B., & Seidel, W. (2019). Implementing Active Complaint Management. In Effective Complaint Management (pp. 469-484). Springer, Cham.

As per the Australian Consumer Law whenever a customer purchases a service or o product it comes with automatic guarantee.

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