Reference no: EM133573171

Question: Now participate in the two customer roleplays at the date and time specified by your assessor and complete the following activities noting that your assessor will roleplay the customers and each time will call you on yours or the RTO's telephone. You will need to: Answer call in accordance with company policy. Listen to the customer's enquiry to determine the exact nature of the request and ask further questions as required to assist in identifying customer's needs Clearly and accurately explain services offered by Aus Biz Coaching that may be suitable for the customer, offering extra and add-ons that may be appropriate. Respond to questions and provide information to assist the customer in selecting the right option for them. Identify information that you are unable to immediately provide to the customer and respond in accordance with the customer service policy and procedure. Demonstrate effective interpersonal skills including: Using a warm and friendly tone to build rapport Speaking clearly Asking questions clearly and concisely Cleary and accurately responding to questions Use active listening techniques