Communication and record keeping Flashcards
1
Q
Give examples of verbal communication used in the industry.
A
Giving instructions to others
Talking to clients
Taking orders
2
Q
Give examples of written communication used in the industry.
A
Confirmation of booking
Promotion media
Taking orders
Letters
3
Q
Give examples of telephone communication used in the industry.
A
Taking messages
Giving responses
Taking bookings
4
Q
Give examples of ICT communication used in the industry.
A
Staff rotas Bookings Accounts Invoices Stock control
5
Q
What qualities will help staff to communicate clearly?
A
Be friendly
Have good verbal communication skills
Have good writing skills
Be able to use ICT efficiently
6
Q
Why may customers phone an establishment?
A
Make a booking Find out about available facilities Make a complaint Make general enquiries Arrange an appointment
7
Q
How should staff act when communicating with customers?
A
Be clear Be courteous Establish the reason for contact Pay attention Always be professional
