By Amorntip IM-UM ID : C62151 Task 1

How to deliver our Mission Statement to customers?

Example of “Mission Statement” The Paradise Resort has a high standard of expectation and an enchanting location in the natural, undiscovered beauty of the Philip Island. Perfectly located for visiting Australia and it is the luxury overwater bungalow resort on a private island.

Communication Negotiation Selling Skills

Communication:  Is about passing information from one person to another.  It can up and down as in a chain of command or sideways.

Effective Communication:  Communication to be successful must be two way.  Effective communication exists when what one person communicates is received by another as intended.

The Important of Communication: Be polite, professional and friendly Use an appropriate tone Use appropriate body language Show sensitivity to cultural and social differences Actively listen Ask questions to facilitate understanding

Stages of Communication:  Stage 1 – The Sender o This is the person sending the message. o How effectively this person communicate is determined by the influences on them, self- image, background, family and friends, attitudes, feelings and emotions. o The sender is also responsible for selecting the appropriate channel to communicate their message

Stages of Communication:  Stage 2 – The message o This is the link between the sender and the receiver o The message is passed from one to the other by means of a channel (Channel: the means by which we communicate; it may be oral, written or non-verbal)

Stages of Communication:  Stage 3 - The receiver o This is the person receiving the message o It is not necessarily relevant whether the receiver agrees with the message or likes the channel that has been used.; what is important is that the message is understood as intended.

Stages of Communication:  Stage 3 - The receiver o The receiver provides feedback to the sender that indicates whether or not the message is understood.

Types of Communication Oral Communication ; oral (verbal, vocal, visual), written or non-verbal (body language) Verbal Communication; is the what component of speech that is it relies on what words are used to communicate the message. Effective communication relies on the words used to communicate the message.

Types of Communication Vocal Communication is the how component of speech including tone, pitch, speed and breathing techniques. Visual Communication includes personal presentation and hygiene and specific body language.

Types of Communication Written Communication ; letters, memos, reports, stock order, , resumes and job applications Electronic Communication; e-commerce that is doing business over the internet Non-verbal Communication or Body language o Facial expressions o Personal space o Physical contact

Satisfying Customer Needs: Possible customer expectations of the Organization may include: o Professionalism o A pleasant atmosphere o Cleanliness o Safety( zone o Good value for money o Entertainment o Ability to meet their individual needs o Familiarity with surroundings and product o Quality

Satisfying Customer Needs: Possible customer expectations of us include: o Excellent communication and interpersonal skills o Confidence, motivation, initiative and enthusiasm o Good personal presentation o Product knowledge o Consistency in service o Individual attention

Customer Expectations When a customer complains they have several expectations; To be taken seriously To get an immediate response To have the problem resolved To have someone listen to them

Why Negotiate?

Negotiation Is usually considered as a compromise to settle an argument or issue to benefit ourselves as much as possible.

Negotiation Communication is always the link that will be used to negotiate the issue/argument whether it is face-to- face, on the telephone or in writing.

Negotiation Remember! Negotiation is not always between two people: it can involve several members from two parties.

Win – Win Negotiation The aim of win-win negotiation is to find a solution that is acceptable to both parties, and leaves both parties feeling that they've won, in some way, after the event.

Win – Win Negotiation Effective negotiation helps you to resolve situations where what you want conflicts with what someone else wants.

Negotiation Techniques The following points before you start negotiating: Goals: what do you want to get out of the negotiation? What do you think the other person wants? Trades: What do you and the other person have that you can trade? Alternatives: if you don't reach agreement with the other person, what alternatives do you have? What alternatives might the other person have? Relationships: what is the history of the relationship?

Negotiation Techniques Expected outcomes: what outcome will people be expecting from this negotiation? The consequences: what are the consequences for you and other person of winning or losing this negotiation? Power: who has what power in the relationship? Possible solutions: what possible compromises might there be?

Definition of Selling Selling is the art of closing the deal. Selling is responding to consumer needs and wants through planned, personalized communication in order to influence purchase decisions and ensure satisfaction

Selling Skills The 5 critical skills essential for customers approach to selling:  Building trust and Credibility  Identifying client needs  Presenting products/services and articulating their value  Handling objections and gaining agreement for the sale  Creating customers for life with effective positioning

Reference  personal-development/negotiation-skills.html personal-development/negotiation-skills.html  tm tm  Assessment-Tool/Selling-Skills-Assessment-Tool.aspx Assessment-Tool/Selling-Skills-Assessment-Tool.aspx  DF.pdf DF.pdf

Thank You!