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COMMUNICATING WITH CUSTOMERS

Important: As soon as you finish this activity, please send your answers to:
anne@hiresmartvirtualemployees.com and cc Hannah at: training@hiresmartvirtualemployees.com.

Name: Angelu Aspiras Score:

Please refer to the Communicating with Customers training video for the answers. (30 points
in total)

Supply with the missing word/s to complete each statement.

1. During face-to-face communication, non-verbal communication composes 55 %

of what the person is receiving.

2. The three (3) factors that make up the tone of your voice are: Energy ,
Rate of Speech , and Volume and Pitch .

3. The energy in your voice reflects your personality and attitude.

4. Put a smile on your face, focus your attention on what the customer is
saying, and be as responsive as possible.

5. A normal rate of speech is about 125 words per minute.

Speaking too quickly or too slowly can:

6. be distracting to customers
7. affect their ability to listen

8. Communication is the exchange of thoughts, messages , and information.

9. Pitch refers to the highness and lowness of a vocal tone.

10.How you say it requires an understanding of how people communicate.

11.Knowing what to say and how to say it takes practice and patience .

Scroll down to the next page to continue.

Creating Careers for Dedicated Workers

 www.HireSmartVirtualEmployees.com

Provide a positive scripting for each of the following statements. (2 points each)

1. “You cannot return your orders anymore…”

I understand that you want to return your orders, would you like to try the product for 1-2
days to experience and see if you'll like it? If you encounter issues, please feel free to
call us back and we will see what we can do.

2. “We cannot provide a refund anymore…”

I’m sorry that I can’t offer you a refund, but since the item you ordered is still under
warranty, we can offer you to return and replace the item and we will ship it back to you
for free.

3. “You have the wrong email address.”

That could be the reason why we're not receiving your emails. No worries, I will be
happy to provide you the correct email address, do you have a pen and a paper? I will
spell it out to you to make sure you have it correctly.

4. “Your concern is handled by a different department so I can’t really assist you.”

I would be happy to assist you, however, there's a dedicated department who can
handle your concern. I'll be glad to transfer you to that department so they can assist
you further. Thank you!

5. “Anne is not available to take your call today.”

Anne is currently engaged in another call but I'll be happy to get a message from you,
you can also leave a call back number so I can give her your details.

Essay: What have you learned about building rapport and trust with your customers? Is it
really important? Why or why not? (5 points)
What I learned about building rapport and trust with customers is what you say is a simple matter
of knowing and selecting the right words to use for a given situation and how you say it requires
an understanding of how people communicate. It's important to be mindful with your tone of
voice because we're only talking to customers over the phone. If you sound happy and excited to
talk to the customers and build rapport, they will give their trust that you can assist them.

Creating Careers for Dedicated Workers