Com10007 Professional Communication Practice For Assessment Answers

Loyal Customers- These types of customers are less in numbers but promote more sales and profit as compared to other customers as these are the ones which are completely satisfied.

Discount Customers- Discount customers are also frequent visitors but they are only a part of business when offered with discounts on regular products and brands or they buy only low cost products. More is the discount the more they tend towards buying.

Impulsive Customers- These customers are difficult to convince, as they want to do the business in urge or caprice. They do not have any specific item into their product list but urge to buy what they find good and productive at that point of time.

Need Based Customers- These customers are product specific and only tend to buy items only to which they are habitual or have a specific need for them. They are frequent customers but do not become a part of buying most of the times so it is difficult to satisfy them.

Wandering Customers- These are the least profitable customers as sometimes they themselves are not sure what to buy. These customers are normally new in industry and most of the times visit suppliers only for confirming their needs on products.

2. The organization can increase its customer loyalty by the following methods:

Establish a personal relationship with each individual customer- A significant aspect of customer loyalty comes down to your likability. People will usually remain committed to a brand if they believe they have developed a genuine and mutually beneficial relationship.

Take content relevance into account- Google no longer rewards those SEO bandits who claw and scratch their way to the top of the search results by including popular keywords in Meta tags and hyperlinks to optimize their sites. Instead, the search engine is now judging content in context with what is being conveyed on the entire web page and rewarding sites accordingly.

Follow the rules- Ultimately, customer satisfaction is the deciding factor for helping to build and maintain loyalty among your clientele. The first, which entreats us to treat others, as we would like to be treated, can be reflected in business in something as simple as a 100 percent satisfaction guarantee. The second rule, which can be applied in communication, advises us to interact with people in the way they prefer.

3. Volume

Goal 1:- Be Heard

Strategy 1- Minimize noise distractions

Strategy 2 – Minimize the distance to the audience

Strategy 3 – Raise your volume to reach the person in the back row

Strategy 4 – Adapt as necessary

Goal 2-: Be Effective

Vary your volume

Emphasize target words or phrases

Mirror emotional content

Finish sentences strong

Start loud and Finish loud

Energy Level

The strategies for Energy Level are:-

-Check your posture. 

-Believe in yourself as a Public Speaker.

-Own it. 

-Check the audience.

-Use what you have.

Articulation 

The strategies for Articulation are:-

-Speak slowly

-Speak in a consistent tone

-Practice the tricky sounds

Pace and modulation

The strategies for pace and modulation are:-

-Pace or Speech speed

-Pitch or Depth of voice

-Pause

-Power

-Volume

-Emphasis

-Inflection

4. Questioning

The listener can demonstrate that they have been paying attention by asking relevant questions and/or making statements that build or help to clarify what the speaker has said. By asking relevant questions, the listener also helps to reinforce that they have an interest in what the speaker has been saying.

Body Language

Body language is an important tool to ensure you do this. The correct body language makes you a better active listener and therefore more ‘open’ and receptive to what the speaker is saying. At the same time, it indicates that you are listening to them.

Silence

The ability to be silent is an advanced listening skill. Many inexperienced listeners cannot tolerate even very short silences. They feel uneasy with silence, and therefore do not allow others time to think and reflect. However, when a talker is nervous or upset, silence on the part of the listener can be very helpful as it allows the talker to think and collect their thoughts. Silence can also be a powerful tool when negotiating – it can have a direct impact on the quality of the deal that we strike. Many people lose their advantage by making a proposal and not maintaining a silence while the other party thinks about it – instead they jump in with a second, less advantageous offer. The ability to sit in silence can also be helpful when confronting a member of staff who is performing poorly or who is accused of a misdemeanor. A manager skilled enough to sit in confident silence will draw out information that otherwise would not have become known.

Paraphrasing and Summarizing

Paraphrasing is generally used when you wish to refer to sentences or phrases in the source text. It is particularly useful when you are dealing with facts and definitions. Paraphrasing involves rewriting a short section from the source text in different words whilst keeping the same meaning.

Summarizing is generally used when you wish to refer to ideas contained in a long text. Summarizing enables you to reduce the author's ideas to key points in an outline of the discussion or argument by omitting unnecessary details and examples.