1. Foundation Skills Apparel 2 Objective 5.02

2. 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 **

3. 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

4. Non-verbal communication Facial Expression Hand gestures Body movements Your clothing!!

5. Non-verbal – con’t Not just what you say, but how you say it Make sure you are **clean, neat and well- groomed

6. 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?

7. Customer Service The total of all enhancements offered to customers The right items When they want them

8. Telephone Etiquette Review Hand-outs

9. 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

10. Taking Orders Write your own definition of what it means to take an order

11. Orders – con’t Personal selling: oral presentation made by a sales person to help a customer make a buying decision

12. Order getting Going out and selling “outside sales”

13. Order taking Customer comes to you Retail sales

14. 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

15. 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?

16. Customer Rights Safe Products Without defect Fair treatment

17. Build Client Loyalty **Provide quality products On time delivery Product that they ordered Service** with a smile

18. Personal Qualities Appearance Attitude Honesty Kindness