7.How would you respond to the following non-verbal signs from customers? 8.Are the following questions open, closed or reflective?
9. Explain five ways to use active listening to develop rapport and facilitate effective two-way communication. i. Be attentive – give customer our full attention ii. Be a mirror – repeating or “mirroring” customer’s needs, main points etc iii. Be respectful – always treat every customer with respect iv. Be proactive 10. List six types of external customers. i. Individuals ii. Groups iii. Agents iv. Suppliers and retailers v. Business people vi. Government agencies 11. List four types of internal customers.i.ColleaguesSITXCCS007 Enhance the Customer Service Experience.AT1.Written Questions.V2.1Page 5of 11
ii. Supervisors / managers iii. Team members iv. Staff from other departments 12. Describe the difference between a product and a service.Service is assistance we offer customers. Product is a tangible item. It can be consumable like food or drinks or a non-consumable like aroom or entertainment. 13.You should promptly provide products and service which meet individual preferences. Thismay require you to prioritise. Identify people you might need to give priority to.People who are late or on a strict time schedule. 15. You should use your initiative to provide tailored and additional services and products through upselling and offering add-ons. Explain the difference between the two. Add-ons – are extras we can sell to complement the main product the customer has selected. Upselling – encourages the customer to upgrade the original choice. SITXCCS007 Enhance the Customer Service Experience.AT1.Written Questions.V2.1 Page 6 of 11
STRATHFIELD COLLEGE Strathfield College Pty Ltd CRICOS Code: 02736K National Code: 91223 ABN: 85 168 435 667 16. List six extras and add-ons you could offer customers.
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