Unit 4 Customers and Communication

Assessment: Coursework

Customers are vital to the success of any business. It is essential that businesses consider the importance of the customer experience and ensure that they communicate effectively with them, whether internal or external. Repeat business is crucial for future revenue and financial certainty. Businesses depend on customer satisfaction and customer loyalty. To build this you need to know who your customers are and what influences their behaviours.

In this unit you will learn the purpose, methods and importance of communication in business and the appropriateness of different forms of communication for different situations. You will develop the skills that will help you create a rapport with customers and have the opportunity to practise and develop your business communication skills. You will also learn about the legal constraints, ethical and security issues that affect how businesses store, share and use information.

Sample coursework activity

Assignment for learners

Unit 4: Customers and Communication

Scenario: Darlington Building Society

Task 5

This task should take between 2 and 4 hours.

Learning Outcome 4: Be able to convey messages for business purposes

You are required to:

Produce and present a presentation to potential new customers. The presentation should include details of what is available at the Darlington Building Society.

Pass

P8: structure and deliver a verbal business communication so that its content and type of communication is appropriate for its audience and purpose

Merit

M4: review own use of verbal and written skills when communicating business messages and recommend improvements

Distinction

D2: justify how to adapt the structure, method of delivery and any other considerations to convey a business message for differing audience requirements

Evidence

Your presentation will be assessed by your tutor. Your presentation will be recorded as evidence. You will be given a witness statement and feedback based on the presentation, accompanying notes and any handouts you have produced.

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