[ILM] 101I Customer Relations

Question 1

the 1st step in effective communicating?

Answer 1

1. plan the message
2. plan the message delivery
3. ensure the message is understood

Question 2

what must you know to meet the fundamentals of effective communication?

Answer 2

your message
your audience
what you want to accomplish through communication

Question 3

what is important for your written communication?

Answer 3

your handwriting must be clear and legible

Question 4

what is the first question you ask a customer?

Answer 4

what do you need?

Question 5

it is important to know the size of their building before installation

T or F

Answer 5

True

Question 6

if a new system is required by a customer, where does a company’s receptionist refer the customer?

Answer 6

to a designer

Question 7

who assumes the responsibility for ensuring the job is completed effectively?

Answer 7

the lead refrigeration & air conditioning mechanic on the job