short answer Flashcards
FIRST MULTIPLE CHOICE A Jessica scene (insecure body an 4-year old son).
- two ways you can apply customer service professional identity
- how these methods can meet Jessicas expectations
- build a rapport, making her feel comfortable and connected to gym environment
- create goals to help her achieve what she wants to improve within herself
FIRST MULTIPLE CHOICE B Jessica scene.
- what is “professional and personalised”
- how can benefit Jessica
- its abouting catering for an individual. making them feel important, comfortable and valued in their environment.
- could help Jessica as would make her feel comfortable at gym and that they care for her child
FIRST MULTIPLE CHOICE C Jessica scene.
- two ways the gym could confirm client satisfactaton
- how these methods can benefit future interaction with prospective clients
- surveys, questionnaires or suggestion boxes
- beneficial because can improve way organisation and employees provide products and services (learn from mistakes)
FIRST MULTIPLE CHOICE D Jessica scene.
- two identifications that show a liked is dissatisfied or unhappy with service
- don’t seem to be listening to you or uninterested in what saying
- not responding to emails or text messages
SECOND MULTIPLE CHOICE A theo scene.
( owns small sports store/ bad)
- which Australia law is he breaking by not refunding damaged goods
- two penalties for this
- the customer law
- fine up to three times the value of the gain from the breach
- 10 million dollar fine
SECOND MULTIPLE CHOICE B Theo scene.
- two different promotional services he could use to maximise sales and improve business
- discount and loyalty cards and programs
SECOND MULTIPLE CHOICE C theo scene.
- how Theo and employees can use the method of upselling to increase sales
SECOND MULTIPLE CHOICE D theo scene.
-3 different forms of communication Theo must utilise when trying to promote business
- verbal
- texting
- phone calls
SECOND MULTIPLE CHOICE E Theo scene
- what is professional presentation
- how could help assist improving customer service of his business
- is the way you present yourself to your customer
- if have clean attire and hair etc. shows you care for your job therefore will improve customer service of the businesses
THIRD MULITPLE CHOICE A Gemma scene
- two social media networks she could use to create a platform to achieve her project
- facebook and blogs
THIRD MULITPLE CHOICE B gemma scene
- three reasons why Facebook good one
- can find new peopel that are like minded and can become “friends”
- can post statuses showing her knowledge she acquired over seas with top companies and athletes and bumb ideas back and forth about nutrition, excessive and training routines
- can message people privately who contacted her about her excertise, training and nutrition rotuines
THIRD MULITPLE CHOICE C gemma scene
- explain what privacy and copyright issues are and a potential third issue Gemma may face
- privacy relates to the protection of peoples personal information as well as persons communication through the internet (email, skype)
- copy right registration protects the use of material created by someone else without appropriate permission
- security another issue might faced with. which is keeping your password private at all times so that no one an easily crack your password and gain access to personal information
FOURTH MULTIPLE CHOICE netball.
rules being violated and there penalty applied
- contact. player who contacted the other player must be “out of play” by standing next to the other player, cannot move until ball has bee thrown
FOURTH MULTIPLE CHOICE AFL
two rules being violated
- high tackle. Free kick for the team that got high tackled
three ethical responsibilities you would have as an offical
- physical and verbal abuse which is an contact with the goal to injure or harm
