4 - Communicating with customers

Question 1

What is communication?

Answer 1

The process whereby messages are transmitted from one person to another.

Question 2

What must an open question always begin with?

Answer 2

■ Who ■ What
■ Where ■ When
■ Why ■ How

Question 3

Whatis the effective communication cycle?

Answer 3

Attention - Understanding - Action - Acceptance.

Question 4

When negotiating what should you aim towards?

Answer 4

A win-win outcome - where you and the customer feel like they have benefited.

Question 5

How do you work through a difficult situation when negotiating?

Answer 5

• Maintain your presence
• Demonstrate empathy with the customer
• Use questioning and listening techniques
• Respond to the customer’s concerns
• Check with the other party

Question 6

Which one of the following question types can be fully answered with a “yes” or “no”?

Answer 6

B - Closed

Question 7

The communication technique which encourages the other party to continue with the dialogue is
called:
A passive listening
B action listening
C active listening
D lively listening

Answer 7

C active listening

Question 8

The best outcome for a negotiation is:
A lose/win
B lose/lose
C win/lose
D win/win

Answer 8

D win/win

Question 9

The best type of question to use when seeking to obtain information from a customer is:
a) a closed question
b) an open question
c) a leading question
d) a multiple question

Answer 9

b) an open question

Question 10

4.2 Concessions should be offered:
a) slowly and in a reducing concession pattern
b) as a package
c) Individually
d) only with reference to your manager

Answer 10

a) slowly and in a reducing concession pattern