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business
consumer behaviour
Customer Service Skills For Success 8th Edition Robert Lucas - Solutions
What characteristics or traits do you feel that many employees in small companies lack that causes service problems? Explain.
From a service perspective, do you think it is better to work for a small company or a large one? Why?
To what degree do you feel service providers in small companies differ from their large organization counterparts? Explain.
What are two key elements that can make your customer interactions more successful?
What are the 10 elements of the interpersonal communication model?
Which of the model elements is the most crucial in the two-way communication process?
For what does the PLAN acronym stand?
How can you plan for positive customer interactions?
What strategies can you use to let customers know they are important?
Why is it important to paraphrase when communicating?
What can happen if you ask “why” questions?
What can be done to positively address customer expectations?
How can you continue to nurture customer relationships?
Why should you avoid tentative or vague language when communicating with a customer?
What are global terms and why should you avoid them?
What type of question is like verbal “finger-pointing,” and why should you avoid using questions like these when dealing with an upset customer?
What is the goal of assertive communication?
Why might breakdowns occur when dealing with someone from a different culture?
What are some typical assertive behaviors that you might try to exhibit when communicating?
Have you or anyone you know ever worked for a small company? If so, what were your experiences from a service standpoint?
What situations can you think of that would require excellent communication skills in a small company?
What has been your experience as a customer when dealing with employees of small businesses related to their communication skills? Explain.
According to Julius Fast, what were some of the components of communication that might send unspoken messages?
What are some factors that may cause people to send or receive nonverbal cues differently?
What are the five forms of body language discussed in the text and why are they important in customer service?
What are the eight vocal cues that can send unintentional nonverbal messages to your customers?
How do appearance and grooming affect the level of customer service that you provide?
What are the four spatial distances and how might they impact your ability to effectively serve your customers?
How do environmental cues send messages to others?
What are some of the miscellaneous communication cues discussed in the text and what role do they have in customer service?
How can an awareness of the varying cultures in a service environment help or hinder your service delivery?
What are examples of negative nonverbal behaviors and how might they affect service delivery?
What are four strategies for improving your nonverbal behavior with customers?
What are the actions that you can use to exhibit customer-focused behavior?
Why do employees from small businesses need to be aware of the impact of their nonverbal messages? Explain.
What personal example can you think of where an employee of a small organization sent you, or someone you observed, an inappropriate nonverbal message?What was the result?
If you worked for a small business, what type of situations might require a sound knowledge of nonverbal cues when dealing with customers? Explain.
Why is effective listening so important for service providers?
What are the four phases of the active listening process?
How would you describe the process of hearing?
What occurs during the attending phase of the listening process?
What happens in your brain during the comprehending/assigning meaning phase of listening?
Why should you be sure to select the appropriate response during the responding phase of listening?
Name the five characteristics possessed by most effective listeners and describe their relationship to customer service.
What are six personal obstacles that might cause a listening breakdown?
How do thought speed and faulty assumptions affect your listening skill level?
What can you do to reduce the external obstacles you just read about?
In order to actively listen, what is the first thing you must do?
What are seven active listening strategies that can send a message of“I care”?
What can you do to ensure that your verbal and nonverbal messages are in congruence?
Have you ever experienced a situation as a customer where you felt an employee of a small business was not listening to you? What did you do as a result?
What is the impact on a small business if its employees fail to listen to their customers?Explain.
Why might small business employees not listen to their customers?
If you were a small business employee, what would you do to enhance your own listening skills?
If you owned or worked for a small business, what strategies would you use to more effectively develop communication with and retain customers?
What is meant by primary behavior pattern?
What are the four behavioral style categories?
What are five characteristics that a customer with a primary style of rational might demonstrate?
What are five characteristics that a customer with a primary style of inquisitive might demonstrate?
What are five characteristics that a customer with a primary style of decisive might demonstrate?
What are five characteristics that a customer with a primary style of expressive might demonstrate?
What nonverbal cues might someone with a primary style of rational exhibit?
What nonverbal cues might someone with a primary style of inquisitive exhibit?
What nonverbal cues might someone with a primary style of decisive exhibit?
What nonverbal cues might someone with a primary style of expressive exhibit?
What verbal cues might someone with a primary style of rational exhibit?
What verbal cues might someone with a primary style of inquisitive exhibit?
What verbal cues might someone with a primary style of decisive exhibit?
What verbal cues might someone with a primary style of expressive exhibit?
What are some strategies for handling a situation in which you cannot say yes or provide a product or service to a customer with a primary style of rational?
What are some strategies for handling a situation in which you cannot say yes or provide a product or service to a customer with a primary style of inquisitive?
What are some strategies for handling a situation in which you cannot say yes or provide a product or service to a customer with a primary style of decisive?
What are some strategies for handling a situation in which you cannot say yes or provide a product or service to a customer with a primary style of expressive?
How might you make your customers feel special?
What is the difference between a perception and a stereotype?
What are six factors that influence perceptions?
What is discrimination and why should it be avoided?
How might behavioral styles play an important role in dealing with fellow employees in a small company? Explain.
If you worked for a small business, what strategies for using what you read in this chapter might help strengthen your service to customers? Explain.
What specific challenges could you have in dealing with a customer who has a different style preference than your own? Explain.
What is a service breakdown?
What is the difference between a customer need and a want?
How can customer expectations impact the perceived level of product or service quality that they receive?
What is the definition of a customer?
What is the definition of a service provider?
List some strategies for staying connected with internal customers.
Why is it important to meet commitments with internal customers?
What are possible results of “sitting on emotions”?
What are ways to build a professional reputation?
What are some work behaviors to adopt that can build internal relationships?
How might the four behavioral styles play a role in the perceived level of service received by a customer?
What constitutes a “difficult customer”?
How might you handle a demanding or domineering customer?
Why might a customer be indecisive?
What strategies might help defuse an angry or dissatisfied customer situation?
What can you do to address rude or inconsiderate customers?
In what ways could you manage a talkative customer situation?
What are the five steps of the emotion-reducing model?
What are five reasons that customers defect to competitors?
List some strategies for preventing customer dissatisfaction.
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