What is the name of the Act that sets out compulsory standards for product and consumer safety

Competition and Consumer Act 2010

A client management system

helps to maintain accurate customer data

When selling products to customers, an employee should

advise them of complementary products

Having excellent product knowledge will help an employee to

match a product to the customer’s needs

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VET Business Exam Style

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Exam Practice Questions

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Questions 9

Answers

1
A employee advised a cust. of the benefits of a printer and mentioned promotion on ink, this is
an emerging product
a competitor’s product
a complementary product
a historical product
2
An employee is unsure about the approach to handling customer complaints. The employee should
use their judgment
search the internet
consult the company’s policy
tell the customer they cannot help them
3
A company is operating in a highly specialised market with specific needs is known as?
a stock market
an emerging market
a niche market
a money market
4
What is the name of the Act that sets out compulsory standards for product and consumer safety
Occupational Health and Safety Act 2004
Competition and Consumer Act 2010
Australian Consumer Law and Fair Trading Act 2012
Victorian Freedom of Information Act 1982
5
Document that outlines the standard required when staff provide service to cust. is known as a
customer service charter
technical manual
quality-assurance policy
client-satisfaction survey
6
A client management system
provides clients with details of the company’s products
manages the various company policies and procedures
gives details of the company’s mission statement
helps to maintain accurate customer data
7
Providing cust. service that best meets needs, rather than for a commission is an example of:
anti-discrimination legislation
ethical practices
occupational health and safety laws
privacy laws
8
When selling products to customers, an employee should
get them in, help them and get them out quickly
never let them go without finalising a sale
advise them of complementary products
sell them only what they have agreed to purchase
9
Having excellent product knowledge will help an employee to
sell older stock
impress the customer with their ability
speed up the stocktake process
match a product to the customer’s needs

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