Download CIM Revision Cards: Customer Communications in Marketing 05 by Karen Beamish PDF

By Karen Beamish

Designed particularly with revision in brain, the CIM Revision playing cards offer concise, but primary details to help scholars in passing the CIM tests as simply as attainable. a transparent, rigorously established format aids the training approach and guarantees the main issues are coated in a succinct and available demeanour. The compact, spiral sure structure allows the playing cards to be carried round simply, the content material for that reason regularly being to be had, making them worthy assets regardless of the place you're. * Written in particular for revision reasons consequently in simple terms that includes the most important techniques that have to be realized * rigorously designed to let issues to be simply extracted and memorised with out clouding them in more info * Accompanies the CIM Coursebook and MarketingOnline web site to supply a whole suite of goods to aid the CIM skills

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Extra resources for CIM Revision Cards: Customer Communications in Marketing 05 06 (Official CIM Revision Cards)

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Discuss website improvements 7. Any other business 8. Date of next meeting CUSTOMER COMMUNICATIONS IN MARKETING 39 VERBAL COMMUNICATIONS – THEORY AND METHODS 40 Minutes These are a written record of the discussion and agreements that take place in a meeting. They are an important channel of communication and source of reference There are different styles of minutes: n Resolution minutes – where the decisions of the meeting are recorded n Narrative minutes – which include a brief summary of the discussion that led up to each decision n Action minutes – that detail the specific courses of action that have been agreed Narrative minutes CUSTOMER COMMUNICATIONS IN MARKETING 41 VERBAL COMMUNICATIONS – THEORY AND METHODS An example of action minutes 42 An example of resolution minutes CUSTOMER COMMUNICATIONS IN MARKETING 43 VERBAL COMMUNICATIONS – THEORY AND METHODS 44 Meetings Procedure For formal meetings there are clearly defined rules, often referred to as points of order.

People speaking at the meeting should do so by addressing the chair In formal meetings, decisions are made through voting, usually by a show of hands or even by secret ballot The results of voting may be declared as follows: n Passed unanimously – everyone voted in favour n Passed nem con – no one voted against but only a few have voted for the proposal, with most abstaining n Lost – the majority voted against n Casting vote – The chairperson is given an additional vote to break the deadlock of an equal number voting for and against a proposal Managing Effective Meetings For informal meetings there is more room for disagreement about how meetings should be run.

Avoid slang words or being over familiar – business etiquette applies Guidelines for Receiving Calls n Answer promptly n Answer efficiently, stating relevant details n Take messages effectively by noting down details and required action n Ask customers before putting them on hold n It is better to take a message and ring callers back n Always explain why a call needs to be transferred n Explain the nature of the call to the person you are transferring the call to Trends in telephony Mobile phones have opened up telephone access when people are away from their desk.

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