Management Assessment Australia 2022

MANAGEMENT
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TABLE OF CONTENTS
ASSESSMENT TASK 1.................................................................................................................3
ASSESSMENT TASK 2.................................................................................................................9
ASSESSMENT TASK 3...............................................................................................................13
ASSESSMENT TASK 4...............................................................................................................15
ASSESSMENT TASK 5...............................................................................................................16
Reference list.................................................................................................................................20
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ASSESSMENT TASK 1
1. Purpose of Australian Consumer Law
The main purpose of Australian Consumer Law is to look into and increase the welfare activities
of the Australian citizens thereby flourishing fair-trading as well as competition and safeguarding
consumer rights. Moreover, it also focuses on maintaining safety related to products and goods
and labelling all of the unfair marketing activities.
The Australian Consumer Law highly indulges into marinating consumer rights as well.
According to this law, the Australians can claim for rights to repair, refund, compensation as
well as replacement regarding any damaged product. The law also allows the customer to cancel
a flawed product (Griffiths, 2015).
2. Consumer guarantees under Australian Consumer Law
Some of the consumer guarantees that is applied on products and services under the Australian
Consumer Law:
 Products should be of good quality
 It should be safe and undamaged
 Products must be in a good form and should look acceptable
Apart from that, the products should be matched with the descriptions mentioned in the
packaging or described by salesperson. Furthermore, the products must carry full title as well as
ownership. Under the ACL, it has also been mentioned that products must possess some spare
parts and the owner must avail some repair facilities with a specific period (accc.gov.au, 2019)
On the other hand, services need to be accompanied with proper skill and care or technical
knowledge. Moreover, it should be delivered within a specific time if there is no such agreed end
date.
3. Types of products and services
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Mostly, goods and services are covered by consumer guarantees if it has been sold within trade
and commerce section and has been bought by any customer. Stauss and Seidel (2018)
commented that a consumer is none but an individual who buys:
 any sort of goods and services that costs nearly $40,000 or an amount set by ACL
 any sort of services and goods whose price is more than $40,000 and is usually used for
personal or any household purposes
 any vehicle with the purpose of transporting goods on public roads in spite of its costing
If an individual buys a product through trade and commerce for any re-supplying purpose, or for
transformation or for repairing, then they have not been accepted as consumer under ACL. In
addition, it can be said that hired goods are also covered by and listed under consumer
guarantees.
4. No Refund sign
According to the laws and regulations of Australia, no business can have “No Refund policy”. It
is completely against the law, if any business organisations or its owner denies paying refund
under any situation (Wirtz, 2018). Under the ACL and its rules, if any company display a sign
for no refunds, then it is unlawful.
5. Legal aspects of refund or replacement
Even if it is unlawful for a business organisation to display no refund sign; however, customers
can ask for replacement or refund only for damaged or faulty products but “they are not always
entitled to one”. For example, while purchasing a product, if customers change their mindset
they might not allow the same to return any item. However, it should be added here that there are
some stores that has their own in-store policy based on which they offer refund or replacement
even if minds of customers are changed (business.gov.au, 2019).
6. Discussing the statement
Under the ACL, consumers are provided with the right to purchase an extended warranty offered
by suppliers or manufacturers that provides the consumer with longer time of coverage than that
of the warranty of manufacturers. Suppliers should force the customers and must mention that an
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extended warranty will only cover product’s damages. For example, if an individual is buying a
product that cost $6,000, it will definitely possess a one-year manufacturer warranty, at this pint
of time, the seller might asks that individual to buy an extended warranty so that even of the
product is damaged after one year, he is going to be covered for the cost of repairs
(australia.gov.au, 2019). Hence, it can be said that the individual would be provided with
services with free of charge under ACL.
7. Two benefits of effective complaint handling system
 It will help the business firms to deal with the complaints as fast, consistent and fair as
possible.
 This is also going to aid in improving the customer communication.
Steps to deal with customer complaint effectively are:
 Listening actively to the complaints of customers
 Empathizing and apologizing for the scenario created
 Offering and executing proper solutions
8. Welcoming procedures for clients
 Developing a personalised greeting
 Training the sales staffs properly so that can keep their viewpoint properly
 Maintain a proper yet clean welcoming environment
9. Service Standards and its importance
Service standard is nothing but are those standards, which defines requirements that needs to be
achieved by a service to create its fitness for any purpose. In the words of Ihlen and Fredriksson
(2018), the service might focus on proper definitions, system for measuring service quality and
its level. However, it requires to be motioned here that service standard is not only important for
consumers but for the increasing the importance of service sector.
Examples are:
 Shifting towards the customer level, positioning and tuning in completely
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 Taking proper initiatives
10. Necessity of measuring service standards
It is quite essential for an organisation to measure its service standard even if they are committed
to best customer service practices because it helps in maintaining proper business management.
Moreover, it is quite essential for an organisation to understand their customers and meet their
requirements. Hence, measuring service standard is necessary. Moreover, the challenges and
obligations the management or employees might face in this course can also be understood.
11. Concept of public relations
Public relations are nothing but the strategic management of relationships that exist on between
organisations along with its diversified customers of an organisation through the effective
implementation of communication. This is mainly done to generate mutual understanding,
identify goals and objectives of an organisations thereby serving and offering public interest
(Arcos, 2016).
12. Methods for promoting products
Promoting products are necessary in this 21st century business world in order to reach customers.
Hence, a company and its team can follow the path of advertisement, sales promotion, personal
selling and publicity as a way of promoting products (He et al. 2017). Promoting products
through social media is the trendiest and effective way of promoting products as it helps in
seeking the attraction of large customer base.
13. Impact of customer service on public relations
Proper customer service can create positive impact on public relations.
14. Overcoming verbal communication barriers
 Paying attention to non-verbal messages
 Actively listening to what the customer is saying
 Being aware of language, and content of the message
 Ensuring proper feedback can help in this manner as well (Keates, 2018)
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