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Task 2
Promote Products and Services
Student Declaration
To be filled out and submitted with assessment responses
◻   I declare that this task and any attached document related to the task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s)
◻   I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me
◻   I have correctly referenced all resources and reference texts throughout these assessment tasks.
◻   I have read and understood the assessment requirements for this unit
◻   I understand the rights to re-assessment
◻   I understand the right to appeal the decisions made in the assessment
Unit Title Unit Code
Student name
Student ID number
Student signature
Task Number
——OFFICE USE ONLY—– For Trainer and Assessor to complete:   ◻   Student requested reasonable adjustment for the assessment  
Completed successfully   Did the student satisfactorily:
The student has satisfactorily completed and submitted the following documents:   Task 2.1     Task 2.2     Task 2.3    

Identify and assess promotional activities to ensure compatibility with organisational requirements.   This is evidenced by:    

Plan and schedule promotional activities according to the marketing needs of the organisation.   This is evidenced by:  

Determine overall promotional objectives in consultation with designated individuals and groups.   This is evidenced by:      

Ensure that timelines and costs for promotion of activities are realistic and consistent with budget resources.   This is evidenced by:    

Develop action plans to provide details of products and services being promoted.   This is evidenced by:    

Ensure personnel and resources to support promotional activities are identified and prepared to facilitate the achievement of promotional goals.   This is evidenced by:    

Identify and agree roles and responsibilities for delivery of promotional services and allocate to relevant personnel.   This is evidenced by:    

Establish and conduct relationships with targeted groups in a manner which enhances the positive image of the organisation.   This is evidenced by:    

Use networks to assist in the implementation of promotional activities.   This is evidenced by:    

  Task Outcome:                 Satisfactory  ☐  Not Yet Satisfactory ☐   
Student Name:  
Assessor Name:   Assessor Signature:   Date:
Table of Content
Student Declaration. 2
Task 2 – Plan and implement promotional activities 8
Task 2.1 Develop promotions 12
Task 2.2 Promotion planning meeting role play. 16
Task 2.3 Create a promotional plan. 19
Appendix 1 – Scenario. 23
Appendix 2 – WORK policies and procedures 32

Task summary and instructions  
What is this assessment task about?
You will work as part of a creative group to plan, develop and implement promotional activities in relation to the Case study.   To complete this task, please refer to Appendix 1 – Case study at the end of this assessment document.   This task comprises of a group project and a planning meeting role-play in a simulated work environment.   You are required to:   Develop 3 promotional activities Participate in a planning meeting role play Develop a promotion plan   It has been designed to evaluate your ability to:   consult with relevant stakeholders to plan promotional activities to meet objectives, budget and timelines coordinate promotional activities including: use of networks and relationships   You are required to address the following: Task 2.1 Develop promotions Task 2.2 Promotion planning meeting role play   Task 2.3 Develop a promotion plan    
What do I need to do to complete this task satisfactorily?
You must deliver/participate in:   A promotion planning meeting role play for Task 2.2   You must submit to GOALS   Task 2.1   Task 2.2     Task 2.3      
Resources and equipment

What will the assessor be looking for?
Your assessor will be looking for demonstrated evidence of your ability to:    
Re-submission opportunities
You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.  
Appendix 1 – Case study at the end of this document Appendix 2 ­- Policies and Procedures at the end of this document Templates: 1 – Promotions budget and schedule in Task 2.1 2 – Meeting agenda in Task 2.2 3 – Meeting minutes in Task 2.2 4 – Promotion action plan in Task 2.2 5 – Promotion plan in Task 2.3  

Task 2.1 Develop promotions
You will need to develop 3 promotions to address the case study – Appendix 1.
The promotions you choose will need to demonstrate your understanding of the client needs, the needs of the project and align with budget and timeframes.
To complete this task, you will need to understand and identify:
Task details
Use the templates provided below and complete the following:
To complete this task, you will need to work with your team to:
2a. What research did you conduct?      
3a. Who did you consult and what questions did you ask?      
4a. Who is the target audience?      
4b. Competition insights and other key insights      
4c. Competition insights and other key insights      
4d. Promotion objectives      
4e. What legislation, regulations and policies and procedures need to be considered?        
Template 1 – Promotions budget and schedule
Budget allocation
Budget and Schedule

Submit a written response outlining each promotional idea. (Word count: 300 words per promotion – or half a page).

For this task you will role play a planning meeting which will be observed by your trainer and assessor.
To begin the planning process, you will conduct a promotion planning meeting.
For each promotion you will need to decide and develop an action plan that includes:
Promotion planning meeting
Your trainer and assessor will need to observe one 1 (one) of your planning meetings. You have the option to:
. If you choose this option you will need to organise a time with your trainer and assessor to observe your meeting during either week 2 or 3 class.
If you choose this option you will need to record the meeting and submit the recording by the end of week 2 (see instructions below).

Task details
Use the templates provided below and complete the following:
  Running an online meeting You may want to consider running your meeting using an online web-conferencing tool such as Zoom.    
Template 2 -Meeting agenda
Meeting Purpose
Chairperson: Minute taker: Timekeeper:
Time Allocated (Minutes)
Topic Leader
Objective (Choose one)

Template 3 -Meeting minutes
Meeting Purpose:
Action item
Assigned to
Due date

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Template 4 – Promotion action plan
Promotion Action Plan  
Promotion details:  

For this task you will work with your creative team to develop a promotional plan.
Task details
Use the templates provided below and complete the following:
Template 5 -Promotion Plan
Promotion Plan
Account manager:
Creative team members:
Who is the client?      
Project background      
Marketing objective/s      
Target group       How we will reach out to our target group?      
Key consumer benefit and how it is supported by the business      
Competition insights and other key insights      
Networks we will reach out to      
How we will communicate with the client?      
Promotional activities
Promotion 1: [Insert title] Summary:   Objective:     Message:  
Promotion 2: [Insert title] Summary:   Objective:     Message:  
Promotion 3: [Insert title] Summary:   Objective:     Message:  
Sign off by team members:

CASE STUDY: Part 1 Meet the client
The beginning
David was always outspoken. He was the uncrowned leader of your little group of close-knit friends. In your communications course, he liked to challenge the teachers. He had a vision and he was driven. You liked that about David. What you sometimes liked a little less was his dauntless attitude – jumping in and thinking later. It got David into trouble sometimes, but he always bounced back. ‘We are the future.’ David said to you one day over lunch. ‘We do it our way.’
A new world
There were six of you in the group – you, David, Julien, Laura, Beck and Marcel. You were all in your final semester at the college and reckoning day was fast approaching when you all would have to go out into the new world and find a way to make a living. It was a strange time to do this. Nothing was the same. Nothing was guaranteed in this brave new digital world.
All of you had spent countless hours discussing this next step. Marcel was keen on moving into the corporate world where intranets and policies and procedures hummed in the background. Laura was drawn to PR and fashion. Julien leaned towards politics and spin doctoring. Beck was pure advertising while you were a filmmaker. David didn’t really ever talk about his particular niche. He was just a leader. And you had ideas … lots of them.
The young guns
‘Let’s start our own agency.’ David said under his breath in a lecture one day. ‘Yeah? With what?’ You said slightly annoyed. Sometimes David interrupted your serenity. ‘With nothing.’ He answered. ‘It’s called bootstrapping and it’s how a lot of business’ get going. With virtually nothing.’ After the lecture your group convened as usual in the café across the street. ‘About our agency?’ you began, ‘maybe we can do it.’ David explained his vision for the beginnings that included a start-up sum of money from each of you, a creative space somewhere and some equipment. ‘My dad has a storage space filled with office stuff like desks and chairs. There’s even this amazing old board table and an IBM Selectric typewriter.’ He said with a laugh. ‘That’ll come in handy for our secretary to use.’ Laura rolled her eyes. ‘I don’t know about this.’ Marcel said. ‘I kind of know what I want to do it.’ David nodded. ‘Well that’s up to you Marcel. There’s always the nervous one in the group I guess.’
‘OK. I’m in’ Said Marcel smiling. ‘No-one calls me careful.’ 
Welcome to The Boardroom
For the next few weeks, you planned the venture. David’s dad was fine with supplying the office fit out. He was happy to clear the storage. It was premises that were proving challenging. You found a shared creative space called WORK in the inner west that had it all and it was cheap, clean and filled with like-minded individuals. So pretty soon you were there, moving in. ‘Hey …’ Laura said carrying in the old typewriter. ‘What do we call ourselves?’
You all sat down around the boardroom table thinking and drinking coffee. ‘What about The Boardroom?’ You offered. ‘Very corporate.’ Said David. ‘Very staid.’ Said Laura. ‘Very dignified.’ You said. ‘… and strong.’ Fake it till you make it. You all agreed.
The world of WORK
A week after you moved in, the owner of WORK, Nicholas Miles, pulled you up as you were getting your morning coffee from the funky little café on the 1st floor. ‘How you finding it?’
‘Nice atmosphere. We like it.’ You answered.
“Good because I want to be your first client.’ Nicholas said in his pleasant English voice.
‘That’s great.’ You said feeling a mix of anticipation and fear. A real client … this was going to be interesting.
‘Got some time on Friday? Say around 10.00?’
“We’ll be there … here.’ You said with a laugh. You went off to tell the team the good news.
The WORK vision statement WORK is a leading business incubator where small businesses come to help them to develop their competitive edge. Mission statement WORK provides a creative and supportive environment that enables small business to cross-pollinate and support each other to grow. This is achieved through providing an environment that facilitates: ProductivitySocial and community connectionsNetworkingCo-design and collaborationFlexibilityLeadership   Marketing objective Increase occupation of desks by 25% by the end of the year.  
The WORK client meeting
Friday morning. It’s 9.45 and you are all gathered around the big old boardroom table you use as a meeting place and for strategy sessions of which you haven’t had too many yet. You’re all a bit nervous, as this is your first client meeting. The fact that you know Nicholas and you rent space from him eases the discomfort.
At precisely 10.00 am in strides Nicholas. ‘OK. Let’s get into it.’ He says without skipping a beat. ‘Here’s the story.’
Nicholas goes on to give your team an overview of the business and how it operates.
‘This is a creative space predominantly. It’s flexible as there aren’t any leases as such. Small businesses work here together – just like we are doing. In that way we cross-pollinate and help each other while growing our businesses. It’s a social space too with free coffee, kitchen facilities and beer in the fridge for after work … not during.’ He smiles. ‘We are located in the inner-city fringe so that the big city isn’t that far away but it’s still far enough to maintain a creative, suburban element – lots of shops, restaurants and cafes around here and plenty of parking. The costs of renting space here is around the number of desks. We charge $80 per desk per week. If you have more than 5 desks we will negotiate, as this is affordable. A business incubator. There are meeting spaces and a space for everyone to congregate and talk. It’s safe and has a safety management system in place. Each tenant has keys to open and close as they need to and there is a facilities manager on hand for any issues. I’m also available but not every day. At the moment our tenants comprise of interactive and graphic designers, programmers and game producers, digital marketers such as yourselves, human resources and marketing consultants and one fashion designer and her partner.’ Nicholas explained.
‘So, you want us to develop a campaign to market this space?’ Julien asks.
‘Yes. I’m interested in social media and the way that can be harnessed best for a space like WORK. It’s a real community here and a nice place to do business. I’m also interested in what Google and other ad platforms can offer.’ Nicholas said.
‘OK. What about the budget?’ Julien asked.
“How about 6 months free rent! The barter system works here.’ Nicholas said smiling.
‘OK Nicholas sounds good. We will develop a creative brief and meet with you later this week.’
Part 2 Articulate client needs
The first team meeting
“Let’s get coffee and get into this.” Said David who was fast becoming the leader of the collective – either that or he was the most motivated. “This has to be good as this is our first client.”
“How do you suggest that we start?” Asked Julien.
“I took notes from the meeting with Nicholas. Let’s have a good look at his requirements and from there we can begin to develop a creative brief.” David said. “We will also need to produce a budget to cost out our services, which would include social media services we may offer such as producing and posting and other engagements as well as costing out personnel involved. Nicholas mentioned 6 months free rent. That works out at roughly $1,000 per month for our services. That works for us until we get other clients.” They all agreed with David. 
 “We need to do this properly.” Laura said. “I used to sit in on my dad’s meetings when I was a bit younger and he always had proper documentation.”
“Isn’t there an app for that?” Marcel said half-jokingly.
“There’s apps for everything but I guess we don’t really need to get too technical right now.” Laura replied. “We just need two simple documents – a meeting agenda and meeting minutes.”
“I know what an agenda is, but what are minutes. Is that something to do with the time it takes?” Said Beck handing out the coffee order.
“Minutes are basically a record of what happens in a meeting. Who said what … who does what … like that.”
“But that kills our creative structure.”
“Uh huh!” David said shaking his head. ‘Dude it gives us a strategic context and documents everything which is something we need to start doing right from the get-go. Can you get a meeting agenda and minutes example from your dad? We’ll start out by developing these into our own.” He said to the team.
From creative brief to research brief
The team at The Boardroom Collective are powering along. All the team had a positive input into the creative brief developed to market WORK. Nicholas is happy and intrigued with the information brought together within the brief. “You guys are the real deal.” He says getting a coffee from the hole in the wall café downstairs. “I’m interested how you will promote us.’
“We’re interested too.” Says Marcel. “We’re not there yet. We need to get some more information first.” He goes on to explain that knowledge really is power, and that the knowledge can only be gained by research.
An hour later, the Boardroom Collective is sitting around the big table discussing what form the research should take.
“What do you think Beck? You were always the research queen!”
“Charming as always …” Beck answers smiling. “… Let’s set up a research plan first. Remember that lecturer we had – he used to say Previous Planning Prevents Poor Performance?”
Develop a research brief
Beck finds a sample of a research proposal from college. It’s a simple tool that has boundaries and structure around the research and covers fundamental research questions such as why, who, how and what. It was like a map and was a good place to start.
Present the research findings
The research proposal paved a clear path to what information was needed and where to find it.
CASE STUDY: Part 4 Promoting WORK
From research to promotion
“Well, so far so good.” Said David. “Proud of us all for the research presentation.”
“Hey thanks Dad.” Marcel said only half-jokingly. David was growing into a strong leader and motivating the team to keep going and growing. 
“The research was valuable.” Said Beck. “We can now see how these types of facilities work and also how they promote.”
“Did Nick actually give us the go-ahead to work on the promotions?” Asked Julien looking up.
“Yes.” Answered David. “But there’s a process we have to follow … remember?”
“I might have missed that lecture.”
“Always the rebel Julien.” Said David smiling. “This is the plan … we will begin by (1) developing some creative concepts for Nicholas first and from the research findings, it’s clear that we will need a mix of new and old school promotions. Basically, we are selling rental office space. Next, (2) we will create a promotional plan for the activities and then (3) we will pitch our creative and the plan to Nicholas and his partners and get their feedback. Easy right? Let’s go team!
  Create promotion concepts  
  Create promotion plan
  Pitch & feedback


WORK customer service policy
WORK can only succeed with the patronage of customers, and in particular, repeat customers. As a result, taking care of our customers is our highest priority. At WORK the customer always comes first!
Procedures outline how to perform customer contact duties to achieve the standard of customer service required by our customers.
WORK ensures its commitment to customer service excellence through quarterly monitoring of customer service performance. Results are used for continuous improvement.
Customer Complaints
Demanding customers force us to be our best and resolving complaints satisfactorily can even increase customer loyalty IF they are handled properly.
When faced with a customer complaint:
Telephone Courtesy
It is everyone’s responsibility to answer the phone. Always try to answer the phone promptly, within three rings. Always answer in a friendly, polite manner: If you are certain of the answer to the customer’s question, you should respond clearly and politely. If you are uncertain, ask the caller if you may put them on hold for a moment. If there a staff member close who can provide you with the correct information, then return to the call and provide the customer with the necessary information. If there are no staff members close by that can help promptly, then ask the caller for their name and put the caller through to a manager, making sure that you brief the manager on the callers’ name and the nature of their enquiry. Always thank the person for calling.
Dress Code
All employees of WORK are expected to represent the business, and dress accordingly. Clothing which is faded, tattered or contains holes is not acceptable. All sales and customer service staff members are required to wear business attire. Clothes should be ironed and neat in appearance. Closed toed footwear with rubber soles is required.
WORK procedures for serving customers
WORK complaints policy and procedures
The purpose of this policy is to ensure the management of complaints is carried out consistently, fairly and transparently and in accordance with organisational requirements.
The scope of this policy covers the management of customer complaints by employees and contractors of WORK.
Specific procedures for the implementation of this policy are available below and on the company intranet.
Responsibility for the implementation of this policy rests with employees and management of WORK with responsibility for managing customer complaints.
Relevant legislation etc.
Privacy Act 1998 (Cwlth) Equal Opportunity Act 2010 (Vic) Competition and Consumer Act 2010 (Cwlth) Work Health and Safety Act 2011 Australian Privacy Principles (APPs) IP Australia Australian Competition and Consumer Commission
To manage complaints
Privacy Policy
WORK is committed to protecting your privacy. It is bound by the national privacy principles contained in the Privacy Act 1988 and all other applicable legislation governing privacy.
Where appropriate, WORK will handle personal information in accordance with relevant legislation. Our respect for our customers’ privacy is paramount. We have policies and procedures to ensure that all personal information is handled in accordance with national privacy principles.
This privacy policy sets out our policies on the management of personal information – that is, how we collect personal information, the purposes for which we use this information, and to whom this information is disclosed.
1. What is personal information?
Personal information is information or opinions that could identify you. Examples of personal information include your name, address, telephone number and email address, or documents that include such information, like a resume.
2. How does WORK collect and use your personal information?
WORK collects personal information when you send a job application to us, for example, or when you email us. These uses are discussed below.
3. What happens if you don’t provide personal information?
Generally, you have no obligation to provide any personal information to us. However, if you choose to withhold personal information, we are unlikely to be able to respond to your application or query.
4. To whom do we disclose personal information?
We engage third party service providers (including related companies of WORK which may be located outside Australia) to perform functions for WORK. Such functions include mailing, delivery of purchases, credit card payment authorisation, trend analysis, external audits, market research, promotions and the provision of statistical sales information to industry bodies.
For our service providers to perform these functions, in some circumstances it may be necessary for us to disclose your personal information to those suppliers. Where disclosures take place, we work with these third parties to ensure that all personal information we provide to them is kept secure, is only used to perform the task for which we have engaged them and is handled by them in accordance with the national privacy principles.
5. How do we protect personal information?
At all times, we take great care to ensure your personal information is protected from unauthorised access, use, disclosure or alteration. We endeavour to ensure that our employees are aware of, and comply with, their obligations in relation to the handling of personal information. Only properly authorised employees are permitted to see or use personal information held by WORK and, even then, only to the extent that is relevant to their roles and responsibilities.
Your personal information will not be sold to any other organisation for that organisations’ unrelated independent use. Further, we will not share your personal information with any organisations, other than those engaged by us to assist us in the provision of our products and services (as described above).
6. What about information you provide in job applications?
If you submit a job application to WORK, we will use the information provided by you to assess your application. In certain circumstances, WORK may disclose the information contained in your application to contracted service providers for purposes such as screening, aptitude testing, medical testing and human resources management activities.
As part of the application process, in certain circumstances, you may be required to complete a pre-employment health questionnaire. You may also be asked to undergo a pre-employment medical assessment. In that case, you will be asked to give specific consent to WORK to disclose your questionnaire to its service providers for the purposes of arranging the medical assessment and for the relevant service providers to disclose the results of the assessment to WORK.
If you refuse to provide any of the information requested by WORK, or to consent to the disclosure of the results of your medical assessment to WORK, we may be unable to consider your application.
7. What about information you provide in satisfaction surveys
We value input into customer service. If you submit information or feedback to WORK, we will use the data exclusively to improve customer service. For example, we will not divulge information to third parties except for this purpose. We will not use customer service information to market services to you or parties identified in surveys. Customer information associated with survey and feedback data for verification purposed will be treated in accordance with all relevant legislation such as privacy legislation.  Customer information will be securely stored to prevent unauthorised access.
8. Is the personal information we hold accurate?
We endeavour to maintain your personal information as accurately as reasonably possible. However, we rely on the accuracy of personal information as provided to us both directly and indirectly. We encourage you to contact us if the personal information we hold about you is incorrect or to notify us of a change in your personal information.
9. How can you access or correct the personal information we hold about you?
Wherever possible and appropriate, we will let you see the personal information we hold about you and correct if it is wrong. If we do not allow you access to any part of the personal information, we hold about you, we will tell you why.
10. WORK internet policy
WORK generally only collects personal information from its website when it is provided voluntarily by you. For example, when you send us an electronic message with a query about WORK or its products, we will generally use your information to respond to your query, to provide and market our services to you or as otherwise allowed or required by law.
For the same purposes, WORK may share your information with other members of the WORK strategic partners (including companies who are located outside Australia) and their respective service providers, agents and contractors. If we do this, we require these parties to protect your information in the same way we do.
When you visit this website or download information from it, our internet service provider (ISP) makes a record of your visit and records the following information:
Our ISP also collects information such as the pages our users access, the documents they download, links from other sites they follow to reach our website, and the type of browser they use. However, this information is anonymous and is only used to statistical and website development purposes.
We use a variety of physical and electronic security measures, including restricting physical access to our offices, firewalls and secure databases to keep personal information secure from unauthorised use, loss or disclosure. However, you should keep in mind that the internet is not a secure environment. If you use the internet to send us any information, including your email address, it is sent at your own risk.
You have a right of access to personal information we hold about you in certain circumstances. If we deny your request for access, we will tell you why.
11. Use of cookies
A cookie is a small message given to your web browser by our web server. The browser stores the message in a text file, and the message is then sent back to the server each time the browser requests a page from the server.
WORK makes limited use of cookies on this website. Cookies are used to measure usage sessions accurately, to gain a clear picture of which areas of the website attract traffic and to improve the functionality of our website.
When cookies are used on this website, they are used to store information relating to your visit such as a unique identifier, or a value to indicate whether you have seen a web page. We use session (not permanent) cookies. They are used to distinguish your internet browser from the thousands of other browsers. This website will not store personal information such as email addresses or other details in a cookie.
Most internet browsers are set up to accept cookies. If you do not wish to receive cookies, you may be able to change the settings of your browser to refuse all cookies or to notify you each time a cookie is sent to your computer, giving you the choice whether to accept it or not.
Communications policy
The purpose of this policy is to provide guidance to employees with respect to both:
All employees and officers of the company should follow the following communication guidelines.[1]                                                                                                                                             
This policy applies to all officers, employees and contractors of the company.
WORK recordkeeping and storage policy
Records should be stored securely, being careful to protect privacy, business and personal confidentiality, and maintaining records as required by applicable laws.
References / recommended resources
, viewed April 2015, <>.
, viewed April 2015, <>.
[1] Adapted from P. Barton, 2014, Maximizing internal communication: strategies to turn heads, win hearts, engage employees and get results, BookBaby, Portland, Oregon.

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