EBS Chapter 5 Communicating with Customers

Internal Communication refers to __________________________ of information _______________ the workplace among supervisors, subordinates and colleagues.

• interchange ; outside

• exchange ; within

• exchange ; outside

• interchange ; within

External Communication takes place between staff and people __________________ the workplace such as customers, suppliers and the general public.

• inside

• outside

• within

• around

Select examples of external communication.

• Salesperson speaks to colleagues.

• Salesperson distributes brochures to the public.

• Staff send emails or communicate to customers on the phone and suppliers

• Manager puts up advertisements to promote the products and services

Select examples of internal communication.

• Restaurant manager giving orders to wait staff.

• Manager passing information to supervisors.

• Wait staff reporting to restaurant captain.

• Cashier submitting letter to supervisor.

Effective communication is important because it will prevent _______________________ which lead to _________________________ .

• shoplifting ; jail

• getting sick ; seeing doctor

• misunderstanding ; miscommunications

• miscommunications ; misunderstanding

Effective communication can benefit the business by ____________________________________ .

• forming better working relationships with colleagues, employees and supervisors

• Form stronger relationships with customers and suppliers

• Improve the company’s image

• none of the above

What are the different types of communication skills?

• Non-Verbal

• Verbal

• Written

• None of the above

Identify some examples of communication skills.

• facial expressions

• closing eyes

• attentive listening

• none of the above

Which are the Good habits when answering a telephone call?

• Greet and identify yourself

• Ask for the caller’s name

• Answer within 3 rings

• Be courteous and use a positive tone of voice

Why personal grooming is important for customer service personnel?

• It projects the image of the company we represent.

• In order to get attention.

• People respond to you according to how we look.

• So that boss will notice you.