Customer Service Representative Job Certificate (J02BSB20118)

Assessor: Paulette Perry McLean

Customer Service Representative Job Certificate (J02BSB20118) 

UNITS TO BE ASSESSED INCLUDE:

  • BSBCOR0382C     Display human relation skills
  • BPOCUS0012A     Deliver service to the customer
  • BPOCUS0032A     Process customer complaints/disputes
  • BSBBAD0412D    Promote products and services
  • BSBCOR0122A    Communicate in the workplace
  • BSBICT0012A      Communicate electronically
  • BSBCOR0252C    Exercise initiative in a business environment
  • BSBBAD0372D    Manage time
  • BSBWOR0022A   Manage personal stress in the workplace

This assessment will be  2  hours:

·        Written –   1 hour and 20 minutes

·        Practical –  40 minutes


This assessment consists of TWO (2) Sections:

SECTION A– Multiple Choice Items         [Total marks = 40]

SECTION B –Practical Task`                     [Total marks = 85]

 

GENERAL INSTRUCTIONS:

·       You are required to answer ALL questions in the timeframe stipulated above.

·       Pass mark of 50% MUST be attained to be deemed competent

·       Click NEXT BUTTON to do all questions, and then SUBMIT ALL AND FINISH when you are done.

·       To go back to any question, select the number of the question to the left under QUIZ NAVIGATION BLOCK