Bsbcus501C

In: Business and Management

Submitted By Mcinnesfamily
Words 1529
Pages 7
Case Study
1. What should Hans say to the customer?
Firstly, Hans should apologise to the customer for any misunderstanding and then thank them for bringing it to his attention. Explain that the staff member that served them is a trainee and is still learning the business. Assure the customer that the trainee will continue her training, and will focus on the pricing and features of the different bike models.
Hans could then offer the customer a discount or free item or service on his/her next visit, as an incentive to continue doing business with his store. It may be prudent to inform the customer that his business and feedback are highly valued, and end the conversation with an informal invitation to return; i.e. “I look forward to seeing you soon.” Or “On your next visit, perhaps I could show you our latest product/s.”
2. How might Hans help Sarah improve her performance?
Hans should provide further training, focusing on the areas that she is having trouble with; i.e. bike model features and the prices. Hans could provide a manufacturers catalogue for study purposes, something that Sarah could refer back to when required. If there are several staff working together, Sarah could be shadowed by a more senior staff member that could step in and help if it appeared that she was having trouble.
A performance development plan would also be a viable tool for monitoring her performance outcome and highlight any areas that require improvement. In this plan, Hans can highlight areas he believes could use development and also give Sarah the opportunity to voice any concerns she would like to address. Referring to this plan on a regular basis, could identify key areas that Sarah is struggling with, or highlight where she is making progress.
3. What changes might Hans make to ensure that this does not occur again?
Until Sarah has a firm knowledge of the business, its…...

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