chapter 7- provide quality service

Question 1

what are internal clients

Answer 1

internal clients are the clients that are right in front of you. They are provided with customer service through verbal communication, body language and presentation

Question 2

what is verbal communication when dealing with internal clients

Answer 2

You are friendly and professional, speaking clearly, appropriate language.

Question 3

what is good body language when dealing with internal clients

Answer 3

you need to have eye contact, be smiling, have good posture, palms face up

Question 4

what is good presentation when dealing with internal clients

Answer 4

correct uniform, neat hair, well groomed, hygiene

Question 5

what are external clients

Answer 5

external clients are clients that on the phone calling the organisation for info on either a product or
service.

Question 6

why are they just as important as internal clients

Answer 6

They are just as important as internal customers as they have not yet made a
commitment to buy the product or service from you

Question 7

how do you give good customer service over the phone

/externally

Answer 7

Greet customers in a friendly and professional manner
Identify the organisation they have called
Use your name and ask how they are
Be prepared and timely with your responses
When putting on hold, clearly explain why and a rough time estimate

Question 8

what are Participants with routine or special

requests

Answer 8

A senior member of staff or manager should always approve any special requests
made by participants, these could relate to delivery, pricing, returns, refunds etc.

all policies and procedures are followed so that no matter
which sales assistant is serving you, the processes and the experience should always be the same for the customer

Question 9

what are regular and new customers

Answer 9

regular and new customers should always be treated the same and always assume that the
customer has never been to the organisation before and should greet and deal with
them as if it is the first time the customer has been there

Question 10

what are People from a range of social, cultural and

ethnic backgrounds

Answer 10

when dealing with people from a range of social, cultural and ethnic backgrounds maintain a friendly and respectful approach and listen to your instincts as something hat is acceptable in our society may not be the same in theirs

Question 11

dealing with clients with a disability

Answer 11

disabilities vary between participants so check wth them or the parent/ Guardian if the program is suitable and enjoyable for them

Question 12

mental impairment

Answer 12

When running a sport and recreation session for clients it is important to consider the complexity of the task/game

Question 13

physical impairment

Answer 13

Variations to activities will depend on the nature of the disability. Eg, hearing impaired will require some form of sign language to interpret.

Question 14

how do you deal with those with challenging behaviours

Answer 14

The type of challenging behavior will determine the appropriate action to take. Eg, a person could be bored and need ‘jobs’ to do like setting up and packing up to prevent boredom or you could use disciplinary measures such as a time out for 5 minutes

Question 15

how to help those overweight or obese

Answer 15

make sure they have been medically cleared to participate and Build confidence and enjoyment
Start slowly and aim to get them moving
Minimise situations that may make them feel self conscious

Question 16

Unaccompanied children or adolescents

Answer 16

It is important that you have completed all legal
documentation and also have parental consent to
make medical decisions on their behalf if they
cannot be contacted
Duty of care is most important in this situation.
ty

Question 17

what is CONSUMER LAW

Answer 17

CONSUMER LAW protects consumers from from false or misleading information.eg. a refund

Question 18

what is the equal OPPORTUNITY act

Answer 18

This is about fair treatment and access and protects

people from discrimination.

Question 19

what is the WORK HEALTH AND SAFETY act

Answer 19

This is about taking reasonable measures to

ensure the safety of employees and clients. Could result in negligence

Question 20

Communication protocols

Answer 20

communication flows both internally and externally and is clear examples are email, and face to face use appropriate voice basic gestures

Question 21

promotion

Answer 21

finding a way for customers to your organisation and use/buy services

Question 22

what are adds on

Answer 22

adds on: woe a sales assistant encourages a customer to purchase additional items that could be use in conjunction to enhance a product eg. thick running socks

Question 23

what is upselling

Answer 23

upselling is when the sales assistant encourages the costumer to by a more advanced or better product. It is often more expensive.

Question 24

why is personal presentation important

Answer 24

sets the the tone for the organisation and demonstrates to the customers your enthusiasm for your job. It includes attire, shoes and accessories, hair and grooming

Question 25

what is the privacy act

Answer 25

the privacy act protects inderviduas private basic information. It covers how how it is collected (in a form) . how it is use

Question 26

what is record keeping procedures

Answer 26

always be kept up to date can be used to monitor and and review workplace systems can be done through hard copy filing systems

Question 27

costumer service procedures

Answer 27

guidlines to follow while serving customs eg. add ons and upselling. you should be polite and welcoming, listen attetenivly.

Question 28

how do you address clients need and expectations

Answer 28

build rapport, use clients need, prefrenaces and expectations, create goals together, open communication. you should also always be polite and fair, if a question gets asked you respond accurate info, give them the right advice, be honest with pricing and be fair

Question 29

what is building rapport

Answer 29

building rapport is about building relationships, clients will feel commutable and connected. It is important as it builds up trust,

Question 30

what is regular and open communication

Answer 30

talk to your client regualy about their expectations. let them know if their are unrealistic - respect

Question 31

what is creating goals together

Answer 31

work together to set reachable gaols for them to achieve

Question 32

how do you match clients requirements

Answer 32

Once you are clear on a client’s preferences, needs and expectations, you need to provide quality service and meet these needs. You can do this by : what programs service and facilities would be most appropriate based on what the client likes, needs and wants to achieve.
the location and accessibility of the location and the cost.

Question 33

how do you provide quality service

Answer 33

when dealing with customers you’ll need to book apointments and confirm them. be clear about the time, date, and purpose you’ll also give them information on what t bring. all client appointments should be kept accrutaly and clearly as the appointment gets closer you should confirm via a text message or phone call.

Question 34

what is Personalised and Professional Service

Answer 34

Personalised service is about catering for the individual, making the client feel important and valued.Know your clients
Be flexible and provide choices
Track their progress
Follow up clients

Question 35

What is Knowing your clients

Answer 35

introduce yourself ask get to know you questions, so next time you can ask things like hows the dog, kids, ect.

Question 36

what is Being flexible and provide choices

Answer 36

provide choices like pushups or dips and they could also try both and see what works.

Question 37

how do you track a clients progress

Answer 37

you can track a client progress by making them a program eg at the gym and see If they increase certain weights. next time you see them you’ll be like I saw that you got a pb and they will feel like you vested intrest at them

Question 38

how do follow up with a client

Answer 38

contact a client to see how they felt after a session it shows that you are interested in them while gaining feedback

Question 39

how do you Anticipate Client Preferences, Needs and Expectations

Answer 39

you can Anticipate Client Preferences, Needs and Expectations by listening actively, asking questions and obersving them

Question 40

what is oberserving a client

Answer 40

What are they doing or saying that could indicate they need something? For
example, if they are looking bored or disinterested you could modify the exercise or offer something different

Question 41

how do you listen actively to a client

Answer 41

Pay attention by looking directly at the person, show that you
are listening by smiling and nodding (positive body language), respond appropriately to what they are saying or perhaps as questions and be honest

Question 42

how should you ask questions

Answer 42

Effective questioning is the key to good communication. Discuss the difference between open ended and closed ended questions

Question 43

How to confirm client satisfaction

Answer 43

seek feedback.To ensure that you are providing a quality service experience for your clients you should confirm their satisfaction in a timely manner and implement appropriate adjustments to service as required. you can do this by Surveys and questionnaires
Suggestion Boxes
Client Retention
Reach out directly

Question 44

what are they different types of promotion

Answer 44

Discounts
Loyalty cards and programs
Create a game (eg. Monopoly Money at McDonald’s)
Free giveaways
Reward programs

Question 45

why is it important to maintain records

Answer 45

The client may want the exact same service again
To ensure that the client does not purchase a service that they have already accessed previously
To follow up business (eg, if a client wants the service again in 3 months)

Question 46

how can you tell a costumer is angry/upsest.

Answer 46

• Negative body language signalling disinterest,such as arms crossed and a lack of eye contact.
• Becoming disrespectful and dismissive
• They don’t seem to be listening to you or are interested in what you are saying.
• Showing frustration or anger as they leave the store, such as slamming a door or making a negative comment as they leave such as “I’m never coming back here again”.
• They are quieteven when issues occur/re-occur
• They choose not to provide feedback or they give you below-average feedback
• They are not responding to you via email and phone •Clients unsubscribe from your email promotions and/or send back promotional mail

Question 47

How can you deal with customer complaints

Answer 47

LISTEN- actively listento the customer’s complaint. Be attentive, ensure eye contact and use positive body language
ACKNOWLEDGE- note the details of the complaint.
ACT IN RESPONSE- Thank the customer for bring the issue to your attention and apologise for the way that the situation has made them feel.
ACTION-attempt to resolve the complaint to the satisfaction of the customer.
FOLLOW UP-complete any referral requests and required documentation and discuss any unresolved concerns with client and prepare plan of action if appropriate.If needed, a follow-up phone call to the customer should be made to ensure that they are happy with how the complaint was dealt with by the organisation