Topic 1 - Establish Contact with Clients - An Introduction

 

Activity and Task Shortcut Bar  (please read the material below before attempting the task / activity)
Activity A	Task 1	Activity B	Activity C

 

This unit covers the skills and knowledge required to greet clients and determine their needs in accordance with the organisation's requirements.

You will need to complete this unit at home although as much as possible will be covered at the mini-school.

Glossary

Key Terms and Concepts
Client	professional and courteous manner
Interpersonal skills	sensitivity
Enquiry	appropriate questioning techniques
Active Listening	goals
Objectives	business plan
Guideline	policy
Body Language	summarise
Paraphrase	confirmation
Clarify	cultural diversity

You will need to use the Swaggies Policy & Procedures Manual through-out this unit.

Swaggies is a well-organised business. It has a Mission, Goals, Objectives and the strategies to achieve all these.

It’s time to check them out!

Now tryActivity A

The order they occur in are:

 

vision

mission statement

goals

objectives

All of these elements appear in a business plan for a business. The business plan looks like this:-

Now tryTask 1

 

Who are the Clients?

They may be internal or external to the business.

For example: Wanda has been running her gardening supplies business for 5 years. Her clients are as follows:-

Internal		External
staff (possibly) other stores (if she owns them)		offices landscape designers gardeners organisations like schools other garden suppliers local councils clubs & sporting organisations architects homeowners hardware stores

Most of Wanda’s clients are external.

Now tryActivity B

Communication can occur in different ways.

 

The unit Communicate in the Workplace covers this in detail.

 

 

Now tryActivity C

 

This is the end of Topic 1. Now try Topic 2.