Download PDF by Marketing Knowledge: CIM Revision Cards: Customer Communications in Marketing 04

By Marketing Knowledge

ISBN-10: 0080546668

ISBN-13: 9780080546667

ISBN-10: 0750662824

ISBN-13: 9780750662826

Designed particularly with revision in brain, the CIM Revision playing cards offer concise, but primary info to aid scholars in passing the CIM checks as simply as attainable. a transparent, rigorously dependent format aids the training strategy and guarantees the main issues are lined in a succinct and available demeanour. The compact, spiral sure structure permits the playing cards to be carried round simply, the content material as a result regularly being available, making them necessary assets regardless of the place you are.Features corresponding to diagrams and bulleted lists are used all through to make sure the foremost issues are displayed as in actual fact and concisely as attainable. every one part starts off with a listing of studying results and ends with tricks and assistance, thereby making sure the content material is damaged down into viable ideas and will be simply addressed and memorised. * Written in particular for revision reasons hence simply that includes the main techniques that must be discovered* rigorously designed to let issues to be simply extracted and memorised with no clouding them in more info* Accompanies the CIM Coursebook and MarketingOnline web site to supply a whole suite of goods to help the CIM skills

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Extra resources for CIM Revision Cards: Customer Communications in Marketing 04 05, First Edition (Cim Revision Cards)

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Whether or not a person maintains eye contact can be important in various situations n Facial expression – a smile or a frown can add meaning to words that are being used. Smiling at an inappropriate time could have negative results n Posture – how a person sits or stands can indicate how attentive or disinterested they are. Body language such as folded arms could send out defensive messages n Physical space – a person’s personal space should not be invaded. Acceptable moves into other people’s physical space, such as shaking hands or cheek kissing, varies from country to country n The impression/atmosphere – clothes and physical appearance can create an impression, as indeed can punctuality, holding doors open for visitors and holding out seats for guests CUSTOMER COMMUNICATIONS IN MARKETING 29 VERBAL COMMUNICATIONS – THEORY AND METHODS Listening Skills Barriers to listening Listening is a vital part of customer care and is an active, not a passive, activity.

Apologies for absence Minutes of the last meeting Matters arising Evaluation of radio campaign Motion: That the company purchase two new delivery vans. Proposed: John Smith, Seconded: Macie Powell 6. Discuss website improvements 7. Any other business 8. Date of next meeting CUSTOMER COMMUNICATIONS IN MARKETING 39 VERBAL COMMUNICATIONS – THEORY AND METHODS 40 Minutes These are a written record of the discussion and agreements that take place in a meeting. They are an important channel of communication and source of reference There are different styles of minutes: n Resolution minutes – where the decisions of the meeting are recorded n Narrative minutes – which include a brief summary of the discussion that led up to each decision n Action minutes – that detail the specific courses of action that have been agreed Narrative minutes CUSTOMER COMMUNICATIONS IN MARKETING 41 VERBAL COMMUNICATIONS – THEORY AND METHODS An example of action minutes 42 An example of resolution minutes CUSTOMER COMMUNICATIONS IN MARKETING 43 VERBAL COMMUNICATIONS – THEORY AND METHODS 44 Meetings Procedure For formal meetings there are clearly defined rules, often referred to as points of order.

G. generally between two parties for the purpose of selection or appraisal Advantages of meetings Disadvantages of meetings – – – – – – – – – – Enables two-way communication Discussion allows ideas to develop Decisions can be agreed Can allocate actions to individuals Sensitive and confidential information can be discussed Can be time-wasting Can lack focus and direction Can be difficult to get all parties together Can comprise too much talking and no action Documentation needs to be organized 36 Notices A notice should state when and where the meeting will be held and can outline what will be discussed, or even request recipients to submit items for the agenda CUSTOMER COMMUNICATIONS IN MARKETING 37 VERBAL COMMUNICATIONS – THEORY AND METHODS Notice for an informal meeting 38 Agenda Agendas set out what is to be discussed at a meeting.

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