Communication Methods

Question 1

What methods do businesses use to communicate with customers?

Answer 1

Businesses use different methods depending on the situation, including face-to-face, telephone, and written communication.

Question 2

What is the first step in business investigation skills?

Answer 2

Gather information by conducting a survey or recording on-site observations of the communication in a business.

Question 3

What questions might you ask during the information gathering phase?

Answer 3

You may ask: How do staff greet customers? What do they say? How do you interpret the data collected?

Question 4

What is the second step in business investigation skills?

Answer 4

Analyse and report on findings to reason why businesses behave a certain way.

Question 5

What should you do after analysing the findings?

Answer 5

Make suggestions and recommendations to the business on how they can improve communication.

Question 6

What is an example of a recommendation for improving communication?

Answer 6

They could keep in touch with customers through email blasts.

Question 7

What communication skills are used in face-to-face communication?

Answer 7

Skills include verbal, non-verbal, and written communication.

Question 8

What types of communication methods are mentioned?

Answer 8

Face-to-face, telephone, and written communication.

Question 10

What is face-to-face communication?

Answer 10

Face-to-face communication involves direct interaction between individuals, often enhancing personal relationships and reducing miscommunication.

Question 11

What are some examples of face-to-face communication?

Answer 11

Examples include a tour guide introducing an attraction to tourists, a customer service officer promoting a product, and a front desk officer checking in a hotel guest.

Question 12

What is written communication?

Answer 12

Written communication involves any message that uses the written word, including printed materials and online content.

Question 13

What are some situations where written communication takes place?

Answer 13

Situations include waitstaff taking orders, email or text message updates about promotions, and invitations for sales events on websites or flyers.

Question 15

What is the primary purpose of telephone communication in customer service?

Answer 15

To make enquiries, requests, and provide immediate assistance to customers.

Question 16

Why is verbal skill important in telephone communication?

Answer 16

Because customers cannot see staff’s non-verbal signals, excellent verbal skills are needed to convey a positive attitude and respond appropriately.

Question 17

What are the advantages of telephone communication?

Answer 17

It allows for quick message delivery and immediate responses, facilitating quick problem resolution.

Question 18

What is a situation where telephone communication is commonly used?

Answer 18

A front desk officer addressing a complaint from a hotel guest.

Question 19

Give another example of telephone communication in customer service.

Answer 19

A customer service staff answering travellers’ enquiries at the airport.

Question 20

Provide an example of telephone communication in a sales context.

Answer 20

A sales assistant confirming a product’s stock is available for a customer to collect.

Question 22

What is the primary purpose of telephone communication in customer service?

Answer 22

To make enquiries, requests, and provide immediate assistance to customers.

Question 23

Why is verbal skill important in telephone communication?

Answer 23

Because customers cannot see staff’s non-verbal signals, excellent verbal skills are needed to convey a positive attitude and respond appropriately.

Question 24

What are the advantages of telephone communication?

Answer 24

It allows for quick message delivery and immediate responses, facilitating quick problem resolution.

Question 25

What is a situation where telephone communication is commonly used?

Answer 25

A front desk officer addressing a complaint from a hotel guest.

Question 26

Give another example of telephone communication in customer service.

Answer 26

A customer service staff answering travellers' enquiries at the airport.

Question 27

Provide an example of telephone communication in a sales context.

Answer 27

A sales assistant confirming a product's stock is available for a customer to collect.

Question 29

What is a purpose of making a telephone call?

Answer 29

To speak clearly and convey the purpose of the call.

Question 30

How should you greet a caller?

Answer 30

Greet the caller and identify yourself, giving the name of your company and department. ## Footnote Example: "Good morning, First Class Hotel. This is Jamie from Customer Service. How may I assist you?"

Question 31

What should you ask for to personalize the conversation?

Answer 31

Ask for the caller's name.

Question 32

What should you do if you need to put the caller on hold?

Answer 32

Get back to the caller every now and then to reassure them they are still being attended to. ## Footnote Example: "Ms Maria, please hold the line. We will get back to you soon."

Question 33

What should you do if you are unable to help a caller?

Answer 33

Transfer the call to a colleague who can help or offer to take a message.

Question 34

What is the final step after a call?

Answer 34

Thank the caller at the end of the call. ## Footnote Example: "Thank you."

Question 36

What is a purpose of making a telephone call?

Answer 36

To speak clearly and convey the purpose of the call.

Question 37

How should you greet a caller?

Answer 37

Greet the caller and identify yourself, giving the name of your company and department. ## Footnote Example: "Good morning, First Class Hotel. This is Jamie from Customer Service. How may I assist you?"

Question 38

What should you ask for to personalize the conversation?

Answer 38

Ask for the caller's name.

Question 39

What should you do if you need to put the caller on hold?

Answer 39

Get back to the caller every now and then to reassure them they are still being attended to. ## Footnote Example: "Ms Maria, please hold the line. We will get back to you soon."

Question 40

What should you do if you are unable to help a caller?

Answer 40

Transfer the call to a colleague who can help or offer to take a message.

Question 41

What is the final step after a call?

Answer 41

Thank the caller at the end of the call. ## Footnote Example: "Thank you."

Question 43

What should you do when taking a telephone message?

Answer 43

You should take down the caller's message.

Question 44

What should you do if the person the caller wants to speak to is not available?

Answer 44

Record the message and take down the caller's particulars.

Question 45

What practices should be followed when taking telephone messages?

Answer 45

1. Repeat the written information to the caller to check for accuracy. 2. Pass on the message to the intended recipient as soon as possible. 3. Have writing materials such as pen and paper next to the phone.

Question 46

What information should be recorded when taking a message?

Answer 46

Record the time, date, contact number, and the message details.

Question 47

What questions can you ask to get more information if the message is unclear?

Answer 47

1. May I know the reason for your call? 2. When would you like Mr/Ms _ to return your call? 3. How can we contact you?

Question 48

What should you consider regarding follow-up actions?

Answer 48

Determine what follow-up actions need to be taken, what information is needed, and if there are any deadlines.

Question 49

What is a good telephone message characterized by?

Answer 49

A good telephone message is short and straightforward, ensuring it can be quickly and easily understood.