Build a good relationship with a business customer

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Reference no: EM133593181

QUESTION 1 Identify four factors that influence a business-to-business relationship.

QUESTION 2 Describe two ways a business might promote a new product range to its business customers.

QUESTION 3 Explain how to build a good relationship with a business customer.

QUESTION 4 Outline what due diligence is expected when extending credit to a new business customer.

QUESTION 5 Outline two situations where a customer might be required to pay a deposit on an order or provide payment in advance.

QUESTION 6
a) Define what an original equipment manufacturer (OEM) is.
b) Explain what happens if an OEM part used in a finished product is found to be faulty or unsafe.
c) Who takes the risk of a faulty part in a finished product? Provide an example.

QUESTION 7
Explain what adjustments to communication you would need to make if you were providing a customer service for a company selling to businesses across Australia, New Zealand. Singapore and Malaysia.

QUESTION 8
List five things which must be included on a Customer invoice or receipt to ensure it is compliant with Australian Consumer Law.

QUESTION 9
Identify the key elements covered in the standard terms and conditions of a business.

QUESTION 10
Explain why you would require a customer to sign the T&Cs before supplying them with any goods or services.

QUESTION 11
a) What does the 'market position' of a business refer to?
b) Give an example of how this might affect customer service in an organisation that positions itself as a high-end quality provider.

TASK INSTRUCTIONS
1. Research courier services between Orange. NSW and Sydney. Identify those services you have researched and select the best service (including guaranteed delivery and security) for couriering documents overnight from Orange, NSW.

Obtain a quote for this service.
Make a note of the company and pricing.
Explain why you selected the service.

2 Write an email to Joseph Cuomo.
Explain the arrangement with the Rural Co-operative.
- Suggest the courier service you have researched, and the price charged. as a suitable service for him for delivery of his taxation records to CBSA.
- Invite him to identify his needs.

Note: You should use the Email Template for this task.

3. Write two to three lines of notes on this communication suitable to be placed on the CRM. See the following example.

TASK INSTRUCTIONS

1. Download the FM006 Continuous Improvement Register sheet from the CBSA website and fill in the details of Joseph Cuomo's feedback.

2. Write an email to Wi Zhang, requesting the changes Joseph Cuomo has requested. Explain why the change is required. Use the TM001 Email Template.

3. In two to four lines, write the note you would place on the CRM under Joseph Cuomo's account.

4. Explain what would be your next step in the process of providing better service to this customer.

TASK INSTRUCTIONS
Complete the report for Gavin Stead using the template provided.

1. Use the information from the CRM to provide the list of contacts that have been made with the customers as requested.

2. Research the trends using the link provided by Gavin Stead. Provide a summary of the information you see as most relevant to the customers.

3. Make a suggestion/recommendation and outline time framed activities for at least one change to improve service.

4. Complete and attach the update Continuous Improvement Register.

Reference no: EM133593181

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