chapter 7 providing quality service

Question 1

the types of clients you may provide customer service to in the sport and rec industry are:

Answer 1

internal clients (instore face to face)
external clients( not in store on phone)
regular or new 
people with cultural backgrounds 
those with disabilities 
overweight or obese clients

Question 2

what is consumer law

Answer 2

consumer law protects consumers from false or misrepresented information and gives them warranty protection. if a product is faulty or information about the product was false or misleading the consumer has the right to refund, repair or replace the item.

Question 3

penalties and breaches for consumer law are:

Answer 3

• a fine up to three times the value of the grain from the breach
• a ten million dollar fine
• if the value gained form the breach is unknown the company may lose 10% of their annual turn over in the year before the breach occurred

Question 4

providing quality service it is important to make sure

Answer 4

that you always organise, confirm and record appointments for clients to their satisfaction

Question 5

three ways that you can provide clients with quality and professional service is

Answer 5

by knowing your clients, be flexible and provide choices and track their progress

Question 6

how can client bookings be recorded

Answer 6

client bookings can be recorded by using an appointment book, an online book, an online data base or electric calendar

Question 7

two ways you could confirm a client booking

Answer 7

is by repeating the details to them or vice vera

Question 8

information that should be provided to a client on an appointment card is

Answer 8

the date and time of the appointment, a contact number and the name and number of the professional

Question 9

why is it important to recognise and confirm clients, needs, preferences and expectations are

Answer 9

so that it shows a client that you are interested in them as well as gaining feedback

Question 10

describe preferences needs and expectations

Answer 10

preferences- relate to what person likes over another

needs- are something that is necessary

expectation- relate to what a person

Question 11

two ways you could manage a clients expectations are

Answer 11

• building a rapport (building a relationship with your client)
• creating goals together

Question 12

two ways you can confirm client satisfaction are

Answer 12

through surveys and questionaries and suggestion boxes

Question 13

why can feedback be beneficial to an organisation

Answer 13

so that it shows what the organisation can focus on to improve

Question 14

you can promote repeat business to clients by

Answer 14

discounts 
loyalty cards
programes 
create a game ( spinning wheels or scratch card)
rewards programme 
free giveaways

Question 15

how can you provide good quality service to and internal client

Answer 15

you can demonstrate positive body language, having good body posture, welcoming facial expressions, communication skills

Question 16

what are some key elements you should consider when associating with and external customer

Answer 16

you should remember when communicating with a client Over the phone is by having a strong and clear communication skills

Question 17

what are opened questions

Answer 17

questions without a fixed end such as who what when where why or how

Question 18

what are closed ended questions

Answer 18

questions with a fixed end such as yes or no

Question 19

two statements you could use to enhance a customer buy to add ons are

Answer 19

saying that if you buy this you can get this cheaper or say this is on sale and upset the product

Question 20

why are add ons beneficial

Answer 20

by being able to sell more in a single sale

Question 21

why is upselling beneficial

Answer 21

upsetting is beneficial to an organisation by showing the customer your knowledge about the product and that it is trustworthy with will convince the customer that what they are buying is worth it