2. Objectives By the end of today’s session you will be able to: Use at least one aspect of Moodle List at least three ground rules Discuss the meaning of “product knowledge” Explain at least three ways to make a good first impression

3. 211 Customer care What does customer service mean to you?

4. Customer Loyalty Discuss a business you use regularly in small groups Why do you go back? What would happen if……. Why do businesses want you to come back?

5. How do you make a good first impression? In pairs, list 3 ways a staff member can make a good first impression…. You have 60 seconds!

6. 60 Second Challenge Click the stop watch to start the 60 second challenge You have 60 seconds to write down as many key headings about the topic we covered last week

7. 60

8. 50

9. 40

10. 30

11. 20

12. 10

13. 5

14. 4

15. 3

16. 2

17. 1

18. STOP

19. Let’s discuss your ideas

20. What about product knowledge? What does that mean? Why is it important? How does having better product knowledge benefit you? Promotion? Pay rises? Confidence? Better Customer Service, matching products? Motivated staff? Increased Sales?

24. What are the benefits of excellent customer service to you? Job satisfaction/motivation Customer rapport Achieve targets/more sales Chance of promotion