Transcript Foundation Skills

Foundation Skills
Apparel 2
Objective 5.02
Communication Skills
Verbal – uses words –
speaking+writing
Sender and receiver
Subject to interpretation; be clear
and accurate; use your brain
Written should be free of
slang+jargon, to the point, free of
bias **
Verbal communication – con’t
** written memo is effective way to
inform employees of company
policy changes.
Spoken: watch tone of voice**;
smile
If a sensitive issue **speak with
privately
Non-verbal communication
Facial
Expression
Hand gestures
Body
movements
Your clothing!!
Non-verbal – con’t
Not just what
you say, but
how you say it
Make sure you
are **clean,
neat and wellgroomed
end – communication skills
Quick activity:
Watch a television show with the
volume off
Write a description of the
characters
List examples of nonverbal
communication
What is your reaction/interpretation
of their communication?
Customer Service
The total of all enhancements
offered to customers
The right items
 When they want them

Telephone Etiquette
Review Hand-outs
Telephone – con’t
Manage the phone – don’t let it
manage you
How you begin and end a call
“Scheduling” your calls
Getting information
Listening – take notes
Difficult callers
Phone Don’ts
Taking Orders
Write your own definition of
what it means to take an order
Orders – con’t
Personal selling: oral
presentation made by a sales
person to help a customer
make a buying decision
Order getting
Going out and selling
“outside sales”
Order taking
Customer comes to you
Retail sales
Order form
In your enterprise group, create an
order form that would suit your type of
business.
Include customer information
Your “company logo”
What are they buying?
When do they need it by?
How much will it cost?
Deposit amount?
Save your rough draft for later
Customer Complaints/Returns
Read the handouts
**if new pants color fades after
one wash, return them immediately
In your enterprise group, create a
list of customer service policies for
your business.
What will you do if the customer is
not satisfied?
Customer Rights
Safe Products
Without defect
Fair treatment
Build Client Loyalty
**Provide quality products
On time delivery
Product that they ordered
Service** with a smile
Personal Qualities
Appearance
Attitude
Honesty
Kindness