When dealing with Customer Service, relevant Organizational Policies and Procedures include :

Equal Opportunity, Privacy & Consumer Law

Which example is NOT an indication of good customer service.

Try not to maintain eye contact with the customer

Closed questions are used to ....

Confirm facts and focus on one point or topic.

To be an active listener you should.....

Pay attention, show you're listening & provide feedback

When planning a recreation session you will need to take into consideration the following:

Age, gender, number and special needs of participants

When dealing with customer complaints you need to consider the following:

Listen, acknowledge, act in response, action & follow up

Eg. buying a pair of runnners & the special socks as well

Encouraging you to buy a better model or product

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Galen College VET Sport & Rec -UNIT 1/2 -Provide Quality Service

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VET Sport & Rec - Unit 1/2 - Provide Quality Service

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Questions 10

Answers

1
When dealing with Customer Service, relevant Organizational Policies and Procedures include :
Communication Protocols & Manual Handling
Consumer Law & Equipment supplies
Equal Opportunity, Privacy & Consumer Law
Customer Service & Personal Grooming Tips
2
Which example is NOT an indication of good customer service.
Try not to maintain eye contact with the customer
Using positive body language
Actively listening to the customer
Provide feedback to the customer
3
Closed questions are used to ....
Have no fixed end point.
Ask who, where, what, when & how?
Encourage continuous conversation.
Confirm facts and focus on one point or topic.
4
An open question is one where....
Where you give your address and phone number
Questions about diet and exercise are asked
Where you are asked where you were born.
Questions without a fixed end
5
To be an active listener you should.....
Pay attention, smile and listen every now and then
Show you're listening by crossing arms & look the other way
Pay attention, show you're listening & provide feedback
Provide feedback & make no eye contact
6
When planning a recreation session you will need to take into consideration the following:
Age, gender, number and special needs of participants
What country they were born in
the expectations of the parents
where they buy their sports clothes
7
When dealing with customer complaints you need to consider the following:
Listen, act up, follow up & review
Listen, acknowledge, attempt to resolve & follow up
Listen, acknowledge, give advice & refer to health worker
Listen, acknowledge, act in response, action & follow up
8
What is an Add-on?
Adding on extra costs the more you buy
Encouraging you to donate to third world countries
Eg. buying a pair of runnners & the special socks as well
Having a time limit to buy a product before discount ends
9
What is up selling?
Encouraging you to buy a better model or product
Encouraging to buy with credit card only
Encouraging to buy two of the same product to get discounts
Encouraging you to purchase a product with finance
10
What types of clients may you be dealing with in a sport and recreation setting?
internal & external clients
people from a range of social, cultural & ethnic backgrounds
participants with routine or special needs
all of the above

Galen College VET Sport & Rec -UNIT 1/2 -Provide Quality Service Flashcards | StudBud