Working with collegues and customers

Question 1

who is a Customer?

Answer 1

is a user/beneficiary of a product or service

Question 2

why is a customer important

Answer 2

Customers are important because they drive revenues (income) ; without them, businesses cannot continue to exist.

Question 3

internal customer?

Answer 3

this is someone who works within an establishment,delivering services to clients eg.store clerk

Question 4

external customer?

Answer 4

someone not employed to the organization but requires the product or service

Question 5

what’s the difference between internal and external customer?

Answer 5

An internal customer is someone who works for the organization while an external customer is not employed to the organization, but requires service

Question 6

List 3 special Customers Needs?

disabilities

Answer 6

1. Visually impaired
2. Mobility challenges
3. Speech impediment (stamma)

Question 7

list 3 points to dealing with Visually impaired

Answer 7

1. don’t attempt to lead without asking permission
2. Tell the customer when your leaving
3. Allow customer to hold armif granted permission

Question 8

list 3 points to dealing with Mobility challenges

Answer 8

1. Offer assistance if they have a problem opening the door
2. Don’t assume customer want to be pushed
3. Don’t Lean on wheelchair or any other device use to assist person

Question 9

list 3 points to dealing with Speech impediment (stamma)

Answer 9

1. Ask them to repeat if you don’t understand
2. Be patient with them
3. Try to ask only short answer questions

Question 10

communication process

Answer 10

SPEAKER-SENDS a message and listens for feedback

LISTENER-listen to message and sends feedback

Question 11

List 4 barriers to communication

Answer 11

1 BACKGROUND NOISE
2 PERSONAL FEELINGS AND beliefs about the customer
3 PROBLEM WITH THE MESSAGE
4 CULTURAL LANGUAGE OR SOCIAL DIFFERENCES

Question 12

What’s verbal communication?

Answer 12

In this process thoughts ,emotions or information are expressed between individuals by the use of speech
eg interviews, telephone calls

Question 13

what’s Non-verbal communication?

Answer 13

is the transmission of messages or signals without using a single word or language to pass messages to other people
EG. ELECTRONIC MAIL
MEMO
BROCHURES

Question 14

list 8 EXAMPLES of Body language

Answer 14

POOR POSTURE
COVERING MOUTH
HEAD NOD
FINGER TAPPING
ARMS CROSSED
SMILE
FOWN
LACK OF EYE CONTACT

Question 15

posture

Answer 15

poor posture in an interview represent unprofessional casual behavior

Question 16

lack of eye contact

Answer 16

person is not confident
you like a person or do not
do not want the person to know too much
could feel uncomfortable
shyness

Question 17

tapping foot

Answer 17

impatience

confidence or fear by

Question 18

smile

Answer 18

friendliness
interests people
reducing some hormones wether stress etc
positive

Question 19

frown

Answer 19

convey displeasure
sadness
disapproval
confusion
deep concentration

Question 20

crossed arms

Answer 20

humiliated
criticized
be defensive

Question 21

List the 4 question techniques

Answer 21

1 CLOSED ENDED QUESTIONS
2 OPEN ENDED QUESTIONS
3 REFLECTIVE QUESTIONS
4 PROBING QUESTIONS

Question 22

CLOSED ENDED QUESTIONS

Answer 22

refers to any question for which a researche rprovides options
eg. yes or no

Question 23

OPEN ENDED QUESTIONS

Answer 23

these questions gives client opportunity to provide maximum information
usually begin with search words

Question 24

REFLECTING QUESTIONS

Answer 24

used to indicate to a client that you have understood his or her message to clarify the situation.
eg. you prefer to be seated in the dining room near the kitchen?

Question 25

PROBING QUESTIONS

Answer 25

open questions that use information already establish to drill below the surface to the heart of the matter
eg,what eventually happened?
what would you do differently now?

Question 26

Telephone?

Answer 26

A system of transmitting voices over a distance using wire radio by commuting acoustic vibrations to electronic signals

Question 27

Idententify 3 points to note when answering the telephone.

Answer 27

ANSWER ALL CALLS PROMPTLY

GREET CUSTOMER WITH A CHEERFUL VOICE

IDENTIFY YOUR ORGANISATION THEN SELF

ANSWER QUESTIONS HONESTLY

Question 28

HOW to transfer call?

Answer 28

ask if place can hold first
Press an unlit access button to place the call on exclusive hold.
Dial the number to which you want to transfer the call.
Either wait for the first ring, or stay on the line to announce the call.
Press the transfer button.