Lesson 1 Flashcards
Why are first impressions important?
- We ‘size up’ new people within 30 seconds to two minutes of encountering them.
- If you represent a company, whether it’s your own or you work for someone else, first impressions will affect sales, marketing, hiring and other endeavours.
- Long gone are the days when companies had the luxury of taking their time to win customers over. Consumers use social media and search engines to build up an impression of who you are – accurate or not.
What are the 7 essential components to a first impression?
- posture and body language
- tone of voice
- eye contact
- reading other people’s cues
- being yourself
- smiling
- accurate information
What are the 2 ways of communication?
- verbal
- non-verbal
What should your posture and body language be like?
standing or sitting up straight, and looking straight at the person you are talking to, with a relaxed stance, can communicate confidence and attentiveness
What should your tone of voice be like?
your tone of voice should be in tune with what you want to say – consider volume, pace, pitch and inflection
What should your eye contact be like?
is the most important form of non-verbal communication because it has the most impact on how another person feels about you and what you say. It can add credibility and sincerity, show attentiveness and respect, and give you visual cues
What is essential to any successful communication?
The ability to recognise and pay attention to other people’s vocal variety and body language to show that you have empathy.
What are the 7 universal micro-expressions you must recognise?
- joy
- surprise
- sadness
- fear
- anger
- contempt
- disgust
What are 5 tips for communicating with someone?
- Smiling when you are first introduced to someone new shows respect, that you are acknowledging their presence and indicates you are pleased to meet them.
- Taking an interest in what the other person is saying to you shows you are listening.
- Maintaining your attention at all times will make the other person feel safe and provide a good foundation to build trust.
- Being polite and appearing interested will avoid hurting someone’s feelings.
- Be yourself! Have confidence, relax and be authentic.
What are 8 things not to do/avoid when communicating?
- crossing your arms or legs
- putting your hands in your pockets
- turning your body away from the person
- speaking too much or not at all
- shouting or whispering
- saying specific words that may hurt or offend
- not being yourself
- appearing uninterested
What is product knowledge used for?
to inform everyone who is involved in your business about your product or service.
Why is knowing about your product/service essential?
- you can explain why it stands out from the crowd
- it helps customers understand the benefits of your product over those of competitors
- it gives customers confidence in you and your product
- it strengthens the mission and vision of your business
- it helps you customise your product according to user requirements
How does providing accurate information for customers benefit the business?
- reduce the risk of errors
- improve decision making
- increase customer satisfaction
- reduce costs
- increase revenue
- improve customer loyalty and grow repeat business
What are the risks of mis-selling a product or giving false or misleading information?
- lead to customer annoyance, disappointment or inconvenience
- destroy any trust built up between you and all those involved with your business
- damage company reputation – word can easily be spread via customer’s friends, family or social media
- be punishable by law, because it may be an offence
