Answer to Question 1
Employees who come into contact with customers should be knowledgeable about their
organization's products and services, as well as its policies. When customers ask questions,
give them a timely answer. If you don't know the answer, tell the customer that you will find out
and call back with the answer. Don't let that promise be lip service. If you say that you will
get information for a customer, do it as soon as it is feasible to do so. Here are some ways you
can give knowledgeable responses to customers and clients:
a) Familiarize yourself with the products and services your organization offers.
b) Know the functions of key departments and personnel to whom you can refer a customer or
client.
c) Have copies of pertinent organization information, such as brochures, fliers, and catalogs,
available for your reference.
d) Familiarize yourself with your organization's website and the links that give information that
would be helpful to a customer or client.
d) Provide specific information such as dates and costs.
Answer to Question 2
Discuss the benefits of each.
Technology has provided us with some extremely helpful tools for note taking and other
functions. Smartphones and tablet PCs are small portable devices that are available with
many different functions, such as an address book, a calendar, a calculator, and a note
function. Most offer Internet capabilities, including e-mail and access to the World Wide Web.
Most devices allow data entry by keying or by voice recognition. These devices provide
convenience for employees who are frequently away from their desks or for anyone else who
has complex responsibilities. One benefit of a smartphone or tablet PC is that you can
synchronize your data with the data on your desktop or laptop computer. In other words, when
you are away from your desk, you can enter new appointments, notes, and other information
into your portable device. When you return to your office, you can then use software to update
both your portable device and the desktop computer simultaneously.
Laptop computers also are convenient tools for executives. A laptop computer functions like a
desktop computer but is small enough to be portable and may be battery-operated. Laptop
computers are standard equipment for sales representatives and others who often work away
from the office. Laptops can be connected by telephone or wireless modem through the
Internet to the home office. Laptop users can immediately enter and transmit information to the
main office, thus improving work efficiency. Sales representatives use laptops to retrieve
updated price lists, inventory figures, delivery information, graphics of specific products, and a
multitude of other data. With this kind of readily available information, the employee can serve
the customer more efficiently.
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