WorksheetsEBS Chapter 5 Communicating with Customers
Total questions: 10
Worksheet time: 19mins
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.
