2) What is the main advantage of direct face-to-face communication, as against communication through circulars or memos? 3) What makes technical communication different from general communication ? 4) How important is it to be able to communicate? 1) Read the above conversation carefully if you were Vikas, how would you answer all the questions asked by the interviewer. Rewrite the answers, making them more appropriate by changing the language, style, tone, and attitude of the answer.” 2) Describe the significance of job interviews today.
We understood that businesses should continuously observe their goods and services to better assist customers. They have to understand what worked and generated earnings last year may not work as well this year. So therefore, product differentiation and positioning are key elements of a company's marketing plan and are fundamental of staying ahead of the game with competitors. Also knowing with including innovative concepts with careful analysis, product differentiation helps to join quality, or price, within a product to push the intended customers to observe it as different and desirable. Then the understanding in the next step is product
Focus groups provide an opportunity to strengthen customer ties by forming stronger one-on-one customer relationships. They provide an opportunity to drill down more deeply into specific issues with customers and to capture levels of understanding not available in a survey format. Focus groups also offer an opportunity for organizations to identify ideas that can be applied to future product development and organization planning and strategy. By working closely with your customers, you will gain increased
If you are regularly recruiting sales representatives, you will need to develop an induction training program. If your existing sales team is under-performing, you may need sales skills training to correct problems. When you are entering different markets or launching new products, training that's focused on the new products or markets will contribute to success. * Induction Training It’s essential for new sales representatives to be fully aware of your products or services, target markets, pricing, customers, and policies before they deal with customers and prospects. As part of an induction program, you must also introduce important contacts in departments, such as sales administration, marketing, customer service, accounts and technical support.
Customer delight may be an add-on while deriving Critical To Quality parameters. For cost considerations one may remain focused to customer needs at the initial stage. CTQs (Critical to Quality) are the key measurable characteristics of a product or process whose performance standards or specification limits must be met in order to satisfy the customer. They align improvement or design efforts with customer requirements. CTQs represent the product or service characteristics that are defined by the customer (internal or external).
* Conduct regular market research and performance reviews * Ensure each team member has individual job criteria so they know what their goals are and what is expected of them. * Regularly check that their goals are being met and they are following their plans * Conduct surveys from customers asking them how they were treated and if they were satisfied with the outcome of their visit. Also ensure the surveys state who dealt with them * Feedback information to the team member and discuss the outcomes. * Ensure you discuss what they need to work on and improve and how they can achieve their goals more efficiently if needed. * Always finish on a positive discussing what they do well and how many goals they have managed to achieve.
And deviations between ideal target band & individual’s assessment meant “competency gap” that individual coaching & development would be designed to address. Another use of this model was to acquire a common language & common understanding. Next it helped LFG to articulate the characteristics desired in managers and sales people. The big idea was to tell its people that these are your strengths and this is where you have some development needs. The competency model was future-oriented & developmental.
It “creates a magnetic pull towards an organization’s purpose, and is as much about a leader’s presence as it is about their intervention” (Rowland & Higgs, 2008, p.143). Oliviera can achieve the benefits from this method by doing several practices. First, he should connect with employees at an emotional level, push & put first the future purpose of the organization & bring evidence that show that the other competitions are passing them in sales. Also, explain how the world change & this will create understanding why things should change (Rowland & Higgs, 2008). Second, Oliviera should recognize that the leader should pay attention to the organization is not to control it, or is not change people’s behavior, its pick up themes from local levels to create the story for the whole organization that can inspire the organization to move to a new place.
This process helps an individual understand how others perceive them. Feedback is essential to facilitating performance improvements. Feedback allows people to utilize their strengths to their advantage. Feedback informs employees which actions create problems for others and to know what changes may be needed. 360 Performance Appraisal: Uses Uses for 360 Performance Appraisal include: Employee Development Performance Appraisal Performance Management Training Needs Assessment Evaluation of Training Attitude Survey Organizational Climate Survey Customer Satisfaction Survey This process can also be a motivator of performance since it shows the employee that their opinions and views are considered important.
Customer service and customer relations are the key to success for a business. In this paper, I am going to discuss how to have a successful customer service department in your business. For example, behaviors the employees will need to know; having a customer driven mindset; how to communicate effectively with customers and co-workers; phone etiquette; the importance of building relationships with customers; dealing with difficult/unhappy customers; having a customer engagement model for feedback; and building customer loyalty. Knowing these things can lead to a successful customer service department and a successful business. Behaviors Your Employee Needs to Know According to Dahlke (2007) an ideal customer service representative chooses to be courteous, respectful, considerate, and helpful to others.