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  • Apuntes
  • Revisión por tema
    Lordford O.
    GH
    Lordford O.

    Great...!!!!well understood.

    Leabaneng S.
    BW
    Leabaneng S.

    what is purpose of retail industry?

    Leabaneng S.
    BW
    Leabaneng S.

    done

    Leabaneng S.
    BW
    Leabaneng S.

    Done with the topic, educative

    MELES  WELDAY G.
    SD
    MELES WELDAY G.

    HELPFUL INFORMATION

    Tshisaphungo N.
    ZA
    Tshisaphungo N.

    You can't control yawning, lets be reasonable here

    Raymond A.
    NG
    Raymond A.

    am so enriched with this knowledge

    Akpo U.
    NG
    Akpo U.

    Please could you expatiate on " On the Job" training given to employees by the management?

    Sarah Monney A.
    GH
    Sarah Monney A.

    infact this topic has really groom me well, and to know how to handle customers in a nice manner? thanks to alison

    Leticia Rose N.
    GU
    Leticia Rose N.

    Communicating with the Customer Given the frequency with which retail employees interact with customers it is essential that they develop exceptional communication skills. The communication skills needed are divided into the following four areas: 1. Listening Skills 2. Positive Verbal Communication Skills 3. Positive Non-Verbal Communication Skills 4. Solving Customer Problems Listening Skills Listening to customers is the first communication skill needed to effectively interact with customers. This skill is perhaps the most important as staff cannot give customers what they want if they are not aware of their needs. To communicate well with customers retail staff should follow the following procedures: Do not interrupt your customer Stay focused and pay attention to everything the customer says Ask questions if you are unclear about anything Repeat critical information Keep a positive attitude Don’t get defensive Positive Verbal Communication Skills Positive Verbal Communication Skills When you speak to customers you must use positive language. Ensure that your phrasing tells customers that you are eager to help. Furthermore, employees must remember that they are representing their organization. Everything you say should portray the organization as one that is dedicated to superior customer service.

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