Edexcel BTEC Level 2 Diploma in Business Unit 11 Developing Customer Relations Assignment 1
Unit 11: Developing Customer Relations
This is the last assignment for unit 11. This is a practical assignment which allows you
to demonstrate your knowledge and skills in delivering customer services. For this
assignment you will be running a stall at the PTA Winter Fair. Before you actually
carry out the task there is some preparation work which needs to be completed.
This part of the assignment will cover the following criteria:
P3 Demonstrate presentation, communication and interpersonal skills in
different customer service situations.
M2 Display confident presentation, communication and interpersonal skills
when demonstrating customer service in a range of customer service
situations.
D1 Anticipate and meet the needs of at least three different customers
in a range of situations.
Name:
Date Issued:
Date of Submission:
Miss Steel
1
Edexcel BTEC Level 2 Diploma in Business Unit 11 Developing Customer Relations Assignment 1
TASKS
Task 1: Preparation – Dress Code
Date of Submission:
Before the event it is important that everyone is fully prepared to deliver
excellent customer service. To ensure that this is the case you are going to
prepare a guidance handout which you can look at leading up to the event.
You have already investigated the importance of presentation when delivering
customer service. Now as a group you must decide on a dress code which
everyone must follow on the day.
This section should include the following:
 What is the dress code for the event and the reasons behind your
choices? For example: All customer services assistant must trousers/knee length skirt.
No
jeans are allowed, the reason for this is because jeans are seen as informal and do to project a
professional image…..
Task 2: Preparation - Communication Skills
Date of Submission:
You have already investigated the importance of good communication skills
when delivering customer service. Now as a group you are going to create a
code of conduct which will provide guidelines regarding how you should speak
to your customers.
This section should include the following:
 Guidelines on how to communicate with the customers. These guidelines
should include the following:
a) Language
b) Pace
c) Listening
d) Body Language
e) Tone of Voice
f) Appropriateness to customer
Miss Steel
2
Edexcel BTEC Level 2 Diploma in Business Unit 11 Developing Customer Relations Assignment 1
Task 3: Interpersonal Skills
Date of Submission:
You have already investigated the importance of good interpersonal skills when
delivering customer service. Now as a group you are going to create a code of
conduct which will provide guidelines regarding your interpersonal skills.
This section should include the following:
 Guideline on how all the customer service assistants behave. These
guidelines should include the following:
a) Attitude
b) Behaviour
c) First impressions
d) Courtesy
e) Confidence
f) Respect for customers
Task 4: Becoming a Customer Service Assistant (P3, M2, D1)
This is a very important part of the unit, therefore you will be assessed at the
event by your teacher and by your peers. It is important that you try your
hardest to be active during the event making sure you fulfil your role.
The level of your performance will determine whether you receive a Pass,
Merit or Distinction for this task.
Task 5: Personal Reflection
Date of Submission:
An important part of your assignment is to provide a log of your practical work
providing evidence that you have delivered consistent and reliable customer
service in different situations.
To complete this reflection you must answer the following:
 How did you prepare for the delivery of the customer service?
 Did you have any problems when preparing for the event?
 How did you feel before the event?
 How did you feel you performed at the event?
 What went well?
 What went badly?
 How will you improve your performance for future practical tasks?
Miss Steel
3