4.1 Complete Key Terms:

Rapport:Building strong partnerships that are based on trust and express good feelings.

Competence: Being the one who outperforms the rest of your competitors.

Credibility: When you say something it must be followed thru. Truth always to the customer.

Truth-in-advertising rules: Printing and marketing company Material that is untrue is regulated by the truth-in-advertising rules..

Amiable personality: Being a person who is open minded and easy to associate with.

Extroverted: people that are extroverted are considered Outgoing and very sociable.

Expressive personality: Theses kind of personalities are considered idea people, but they lack the ability to see their ideas through to the end.

Analytical personality: These kinds of personalities require all the facts first before making a decision.

Introverted: Your Personalities are primarily focused inwardly.

Driver personality: This kind of Personality is straightforward and Decisive. Making long conversations with a customer of this type could do more harm than good.

Complete CheckPOINT

List three personality traits and technical skills that CSRs need to serve customers effectively.

Win-Win

Listening to & Answering WIIFM questions.

See conflict for what it is.

Complete Tech Literacy on Page 90

LIVE CHAT To be more responsive to their customers, many web-based companies have installed real-time communications technology. At the click of a button on the company’s website, visitors can chat with one of the company’s CSRs. With live text chat, the customer and rep talk keyboard to keyboard. With live voice chat, customers simply hold down a “talk” button on their sound-enabled PC and talk as if by phone.

THINK CRITICALLY Installing real-time communications technology can cost companies thousands of dollars per customer service station. Why do you think companies go to the expense of installing this technology?

It is my belief that when A company allows for Real time assessments of their companies defaults, it allow for customer satisfaction data to be tracked and worked off of to increase the company profits thru trends and marketing numbers.

What are 3 Customer Styles?

Sight-oriented

Sound-oriented

Sense-oriented

Complete 4.1 Assessment #’s 1-3

List at least four different ways you can stay in touch with customers.

Email

Phone

Newsletters

Local Mail

Think about people at school, work, or home and try to analyze whether they are sight-, sound-, or sense-oriented. Then fill in the blanks below.
Think of someone you know who is sight-oriented. What clues point to this person’s visual preference?
They ask to see the item I’m referring to and asked me how it works while looking at it.

Think of someone you know who is sound-oriented. What clues point to this person’s verbal preference?
They are always speaking and Listening very well to others.

Think of someone you know who is sense-oriented. What clues point to this person’s sensory preference?
This kind of person would relay on the 5 senses to relate their point of view.

How can you determine which type personality controls a customer’s thinking?
By taking the above mentioned orientations into consideration when listen to the speaking style of the customer.

EXTRA CREDIT:Complete “DID YOU KNOW?”on Page 93

Why do you think such a high % do not believe companies tell the truth in advertising?

It is my belief that most companies spend millions a year on advertising. With this amount of financial resources being placed on reaching their customers, stating that a company won’t tell a fib on a marketing scheme is just lying to yourself.

4.2

Complete Key Terms on page 97

win-win negotiation: this type of circumstance allows for the customer and the company satisfaction in accomplishing their goals at the same time.

WIIFM: stands for ‘What is in it for me” a technique used to improve by CSR to help the customer satisfaction in a conversations.

Read PROBLEM-SOLVING APPROACHES on Page 98 3 Times and then Write the 6 Steps to Create a Win-Win Solutions listed on Page 99

Step 1 Identify the customer’s wants and needs. Determine the outcome he or she wants.

Step 2 See things from the customer’s point of view.

Step 3 Keep an open mind and encourage your customer to do the same.

Step 4 Explore options that will achieve the customer’s goal and also fall within company policy.

Step 5 Offer several options.

Step 6 Reach agreement.

Turn Conflict to Your Advantage on Page 100 – Write the list, but not the description. It is important to remember these!

See conflict for what it is.

Look for warning signs.

Stay in control.

Keep a positive outlook.

Define the problem.

Take win-win approach.

Complete 4.2 Assessment #’s 1-4

1.)Why do win-lose solutions become lose-lose situations?

Because in my belief only one person will come out a winner in this case.

2.) The court system in the United States follows a win-Lose approach to problem solving. What are some merits and drawbacks of this approach?

Merits are that because they are in a position of power they will always come out as winners in any given circumstance.’

Drawback examples for me would be the clear evidence of overcrowding in the current prison system. By the justice system always winning and the person always losing there will always be overcrowding in the prison system in this country.

3.) Your city road crew has received a complaint about trees blocking the view at a busy intersection. The trees are on the private land of an owner who has been uncooperative in the past. The crew needs to get the owner’s permission to cut them down. As the road crew chief, you prepare to talk to the property owner with the goal of finding a win-win solution to the problem. Complete the script that has been started for you. Chief: Hello, Mr. DeAngelo. I’m Julius Carter, and I work for the City of Crescentville road crew. Drivers have told us that your trees are blocking the intersection view at the corner of Maple and Vine.

I would address the fact that the city in return for trimming the trees will continue to do so from that point forward at no charge to the customer. In this case the customer doesn’t have to worry about any costs associated with the trimming of the trees and the city fulfills its customers request for the obstruction to their view by removing the unwanted overgrowth of the trees.

4.)How might an athletic shoe store answer a customer’s WIIFM question?

By explaining to their customers question with the benefits of the athletic shoe to the customer and show how effective their shoes are at helping reduce back pain issues with their arch support designs.

4.1 Complete Key Terms:

Rapport:Building strong partnerships that are based on trust and express good feelings.

Competence: Being the one who outperforms the rest of your competitors.

Credibility: When you say something it must be followed thru. Truth always to the customer.

Truth-in-advertising rules: Printing and marketing company Material that is untrue is regulated by the truth-in-advertising rules..

Amiable personality: Being a person who is open minded and easy to associate with.

Extroverted: people that are extroverted are considered Outgoing and very sociable.

Expressive personality: Theses kind of personalities are considered idea people, but they lack the ability to see their ideas through to the end.

Analytical personality: These kinds of personalities require all the facts first before making a decision.

Introverted: Your Personalities are primarily focused inwardly.

Driver personality: This kind of Personality is straightforward and Decisive. Making long conversations with a customer of this type could do more harm than good.

Complete CheckPOINT

List three personality traits and technical skills that CSRs need to serve customers effectively.

Win-Win

Listening to & Answering WIIFM questions.

See conflict for what it is.

Complete Tech Literacy on Page 90

LIVE CHAT To be more responsive to their customers, many web-based companies have installed real-time communications technology. At the click of a button on the company’s website, visitors can chat with one of the company’s CSRs. With live text chat, the customer and rep talk keyboard to keyboard. With live voice chat, customers simply hold down a “talk” button on their sound-enabled PC and talk as if by phone.

THINK CRITICALLY Installing real-time communications technology can cost companies thousands of dollars per customer service station. Why do you think companies go to the expense of installing this technology?

It is my belief that when A company allows for Real time assessments of their companies defaults, it allow for customer satisfaction data to be tracked and worked off of to increase the company profits thru trends and marketing numbers.

What are 3 Customer Styles?

Sight-oriented

Sound-oriented

Sense-oriented

Complete 4.1 Assessment #’s 1-3

List at least four different ways you can stay in touch with customers.

Email

Phone

Newsletters

Local Mail

Think about people at school, work, or home and try to analyze whether they are sight-, sound-, or sense-oriented. Then fill in the blanks below.
Think of someone you know who is sight-oriented. What clues point to this person’s visual preference?
They ask to see the item I’m referring to and asked me how it works while looking at it.

Think of someone you know who is sound-oriented. What clues point to this person’s verbal preference?
They are always speaking and Listening very well to others.

Think of someone you know who is sense-oriented. What clues point to this person’s sensory preference?
This kind of person would relay on the 5 senses to relate their point of view.

How can you determine which type personality controls a customer’s thinking?
By taking the above mentioned orientations into consideration when listen to the speaking style of the customer.

EXTRA CREDIT:Complete “DID YOU KNOW?”on Page 93

Why do you think such a high % do not believe companies tell the truth in advertising?

It is my belief that most companies spend millions a year on advertising. With this amount of financial resources being placed on reaching their customers, stating that a company won’t tell a fib on a marketing scheme is just lying to yourself.

4.2

Complete Key Terms on page 97

win-win negotiation: this type of circumstance allows for the customer and the company satisfaction in accomplishing their goals at the same time.

WIIFM: stands for ‘What is in it for me” a technique used to improve by CSR to help the customer satisfaction in a conversations.

Read PROBLEM-SOLVING APPROACHES on Page 98 3 Times and then Write the 6 Steps to Create a Win-Win Solutions listed on Page 99

Step 1 Identify the customer’s wants and needs. Determine the outcome he or she wants.

Step 2 See things from the customer’s point of view.

Step 3 Keep an open mind and encourage your customer to do the same.

Step 4 Explore options that will achieve the customer’s goal and also fall within company policy.

Step 5 Offer several options.

Step 6 Reach agreement.

Turn Conflict to Your Advantage on Page 100 – Write the list, but not the description. It is important to remember these!

See conflict for what it is.

Look for warning signs.

Stay in control.

Keep a positive outlook.

Define the problem.

Take win-win approach.

Complete 4.2 Assessment #’s 1-4

1.)Why do win-lose solutions become lose-lose situations?

Because in my belief only one person will come out a winner in this case.

2.) The court system in the United States follows a win-Lose approach to problem solving. What are some merits and drawbacks of this approach?

Merits are that because they are in a position of power they will always come out as winners in any given circumstance.’

Drawback examples for me would be the clear evidence of overcrowding in the current prison system. By the justice system always winning and the person always losing there will always be overcrowding in the prison system in this country.

3.) Your city road crew has received a complaint about trees blocking the view at a busy intersection. The trees are on the private land of an owner who has been uncooperative in the past. The crew needs to get the owner’s permission to cut them down. As the road crew chief, you prepare to talk to the property owner with the goal of finding a win-win solution to the problem. Complete the script that has been started for you. Chief: Hello, Mr. DeAngelo. I’m Julius Carter, and I work for the City of Crescentville road crew. Drivers have told us that your trees are blocking the intersection view at the corner of Maple and Vine.

I would address the fact that the city in return for trimming the trees will continue to do so from that point forward at no charge to the customer. In this case the customer doesn’t have to worry about any costs associated with the trimming of the trees and the city fulfills its customers request for the obstruction to their view by removing the unwanted overgrowth of the trees.

4.)How might an athletic shoe store answer a customer’s WIIFM question?

By explaining to their customers question with the benefits of the athletic shoe to the customer and show how effective their shoes are at helping reduce back pain issues with their arch support designs.

4.0 Assessment of Efficacy of Herbal Medicine
Herbal?drugs has?turned into a famous?kind of health?care. Despite?the fact that few?contrasts exist amongst?herbs and regular?pharmacological medications, natural?prescription can be tried for viability?utilizing?customary trial?philosophy. A few particular?herbal concentrates?have been?exhibited to be?efficacious for particular?conditions. Despite the fact that the general?population is frequently?misdirected to trust?that every?single regular?treatment are safe, herbal?meds do convey?risks. Therefore, we have to know which herbal?drugs can produce more?advantages then harmful effects.
4.1 Clinical?Trials using Herbal?medicines
These guidelines?for the assessment of herbal?medicines endeavour to identify?the?extended and diverse?history of traditional?medicine in the region?and the?contrasts between the?demonstrative?frameworks of present day?solution and the different?conventional drugs of the Member?States. Clinical?trials of natural?pharmaceuticals may have two kinds of?targets. One is to approve the?safety and?efficacy that is asserted for a customary?herbal drugs. The other is to raise?new herbs or look at?another sign for a current home grown?pharmaceutical or a difference?in measurements detailing, or course of?organization. At times, trials?might be intended?to test the clinical?action of a?refined or semi-filtered?compound got from natural?drugs.
This should cover all important aspects of efficacy assessment. A survey of the important writing ought to be completed and duplicates gave of the first articles or legitimate references made to them. If there is a research studies, it is ought to be considered.
4.2 Activity of the Herbal medicaments
The?pharmacological and clinical?impacts of the active?ingredients of herbal?medicines, if known, their?constituents with therapeutic?activity ought to be?indicated or depicted.
4.3 Indications supported by proof
The indication(s) for the?utilization of the?medication ought to be determined. On account of conventional drugs, the?prerequisites for evidence of?viability ought to rely upon?the sort of indication. For treatment of?minor issue and for?non-particular signs, some unwinding in prerequisites for evidence of?adequacy might be legitimized, considering the degree of traditional use. ?Similar contemplations may apply to utilization?in prophylaxis. Singular?encounters recorded in reports?from doctors, ?customary wellbeing specialists or treated?patients ought to be considered. Where?conventional utilize has?not been built up, ?a suitable clinical proof ought to be needed when that?particular traditional herbal?meds has not been?established.
4.4 Combination?products
Evaluation are ought to separate?amongst old and new?mixture of products as many herbal?meds comprise of a?blend of a few active?constituents, and due to experience the herbal?medicine are often used in?combination. Indistinguishable?necessities for the evaluation?of old and new?blends would bring about?unseemly appraisal?of certain traditional?medicines.
On account of generally?utilized mix items, the documentation?of conventional utilize, (for example, established?writings of?Ayurveda, customary?Chinese prescription, Unani, ?Siddha) and?experience may fill in as?confirmation of efficacy.
A clarification of another?mix of surely understood?substances, including?compelling dosage extents and?similarity, ought to be required?notwithstanding the?documentation of conventional?learning of each single?fixing. Every dynamic fixing must add to the adequacy of the medication. To legitimize the efficacy of another fixing and its beneficial outcome on the combination drugs can be done by clinical?investigations.
5.0 Assessment of Herbal medicine for Intended use
5.1 Product information for the consumer and Promotion
Product labels and package inserts should be understandable to the consumer or patient. The package information should include all necessary information on the proper use of the product.
The following elements of information will usually?suffice, ?name of the product, quantitative?rundown of dynamic ingredient(s) measurements?frame, signs, ?dose (if proper, determined for?youngsters and the?elderly), method of?organization, term of utilization, major unfriendly impacts, if any overdose data, contraindications, notices, precautionary measures and significant medication?connections, use?amid pregnancy and lactation, expiry?date, part number and holder of the advertising?approval. (11)
?Commercials and other special?material coordinated to?wellbeing staff and the overall population ought to be?completely predictable with?the affirmed bundle data.
6.0 Conclusion
As herbal medicinal products are intricate blends that begin from organic sources, awesome?endeavours are important to ensure a consistent and satisfactory quality. The morphological?and microscopic identifications are utilized to determine the authenticity of herbal?medicines, and the physical?and synthetic?characters are utilized to assess?the nature of?herbs in the current?quality measures. The unique examinations have been universally acknowledged as one of the proficient techniques to control the nature of herbs. Notwithstanding fingerprinting, different parameters, for example, microbiological and concoction pollutions, adulterants and lethality including genotoxicity are to be surveyed. The safety and efficacy of home grown pharmaceuticals are such a concern in country which use a lot of herbal medicine. Numerous systems utilized as a part of the disclosure and assessment of traditional medications can be adjusted to home grown prescriptions. Such assessments will increase the value of natural medications and doctors or patients will be more aware of which herbs to be taken or not to be taken.
These?rules for the appraisal?of herbal meds are?proposed to?encourage the work of regulatory?authorities, scientific?bodies and industry?in the?development, evaluation?and enlistment of such items. The evaluation?ought to mirror?the logical learning?assembled in that field. Such appraisal could be the?reason for future?arrangement of home grown?medications in various parts?of the world. Different?sorts of traditional?medicines in addition to herbal? products may be evaluated?likewise. The viable?direction and control of herbal?meds moving in worldwide?trade likewise requires close?contact between national?establishments that can keep?under customary survey all parts?of generation and?utilization of natural solutions, and also to lead or support?evaluative investigations?of their viability, poisonous?quality, ?security, adequacy, ?cost and ?relative ?contrasted and different?medications utilized as a part of current?prescription. (12)