52-2 group Лапасов Иномжон

52-2 group Лапасов Иномжон

14.1 What is a product description ?

A product description is the marketing copy used to describe a product's value proposition to potential customers. A compelling product description provides customers with details around features, problems it solves and other benefits to help generate a sale.

14.2 What are the qualities of a call center agent ?

Here are 9 qualities that make for a successful call center agent.

1. Knowledge Retention. An agent’s mission is to provide the highest quality support to customers. To accomplish this, they need to be able to learn and memorize a good amount of information about your company. By the time they get up and running, they should at least know the ins and outs of your product or service and be on board with your brand’s philosophy.

Call center agents should know when they can’t resolve the issue and who to transfer the call to if this is the case. As time progresses, they should be able to remember answers to frequently asked questions and troubleshoot with ease. If your candidates do not appear to be the type to be able to quickly learn and retain information, hiring them could ultimately have a negative impact on your provision of support.

2. Attention to Detail. Being a call center agent can sometimes be monotonous. Agents often answer the same questions and receive the same complaints day after day. The danger with this is that agents can become complacent as a result. Agents that fall into this tend to assume that they understand customer issues without seeking clarification and are prone to offering a quick, canned response. This recipe for disaster is unfortunately incredibly common. In fact, consumers say that on average agents only answer their questions 50 percent of the time. Make sure your agents stand above the rest by checking in with customers to make sure their issues are resolved to their satisfaction before ending the call. Also, during the hiring process, if a candidate has errors in their resume, isn’t well groomed, or appears sloppy in some other way, pass them up for someone that appears to pay more attention to detail.

3. Organization. Agents that work in a busy call center should be incredibly organized. They need to be able to juggle multiple tasks at once (i.e., checking the knowledge base, updating the CRM and taking notes in your helpdesk), all while attending to the customer’s needs. Staying organized will help reduce errors during this process, ensuring that they are completing after call work efficiently and allowing them to address customer needs more effectively. To make sure your call center agents are organized, hire people who met all application process deadlines (i.e., arriving to the meeting on time, submitting requested materials, etc.) and have a track record of being organized. Once they are on the team, make sure they have the tools (i.e., call center software that integrates with your business tools and an effective CRM and helpdesk solution) and the environment they need to stay organized. These things can make all the difference in customer satisfaction and your bottom line.

4. Flexibility. Not only do call center agents in a busy call center handle dozens of calls per day, but they also interact with customers with challenging personalities. To make sure your agents are flexible enough to meet the needs of your diverse customer base, hire agents that can go with the flow.

They should be able to handle a chatty customer one moment and an angry customer the next. They should be able to roll with the punches and let the bad stuff slide off of them with ease (after providing a solution, of course). In addition, you may also need to have some of your agents work challenging hours: holidays, nights and weekends. Make sure that you remember this when scouting out new agents. Flexibility is key.

5. Friendly. Agents are the frontline of your company. Make sure they are projecting a warm and friendly image and your customers will rave about their experience. Agents should be able to consistently maintain a positive demeanor and keep a smile on their face day in and day out. When hiring, make sure that your agents can go the distance with a friendly attitude. Once you have hired your team, make sure you cultivate a culture that encourages friendliness and discourages burnout . Your customers will thank you for it.

Calm Under Pressure

A high quality call center agent isn’t easily flustered. Some would argue that this is one of the toughest jobs to maintain, due to the number of frustrated callers agents interact with on a daily basis. A good agent will remain calm when someone is yelling at them over the phone or when they have a Chatty Cathy on the other end of the line who simply won’t let them get a word in edgewise. Keeping their cool throughout all of these situations and not letting the frustrated callers get to them personally will get any call center agent far in the industry. During the hiring process, ask them how they handle pressure and check in with their previous employers to see if what they say matches up.

7. Effective Communication Skills. This one is a given, but it’s still worth mentioning. Because a call center agent’s job is to communicate with callers, they should have top-notch communication skills. But communication doesn’t just mean speaking. Effective communication also involves listening to the caller, digesting the information and conveying a solution quickly and effectively. The agent should speak clearly, using basic vocabulary. If they can communicate effectively, this will bode well for the quality of your service. In fact, seventy-eight percent of consumers say that a competent service agent is the most important part of a happy customer experience. You simply can’t have competence without clear communication skills.

8. Speed. Quality agents should be fast and efficient. They should work quickly without sacrificing the quality of their work. This is important to your bottom line because the more callers an agent can handle, the fewer agents you need to keep your call center running smoothly. It’s also important to the callers themselves. They don’t want to wait around for a live agent (after all, 75 percent think it takes too long to reach a live agent). They want their call answered as soon as possible. A fast-working call center agent can reduce average speed to answer and service level for your entire team so your customers are more satisfied.

9. Creativity. Finally, a strong agent needs to be creative. He or she should be able to come up with workable solutions for any problems thrown their way. It’s important that they’re creative because it’ll help them meet caller’s needs in the best way possible for both the company and the customer. This can also increase customer satisfaction. When agents resolve an issue effectively, 70 percent of the time, that customer will return and do business with the company again. Truly successful call center agents can be challenging to find. But it helps to know what makes a good one when you’re looking to hire. Also, just because some of your current agents don’t possess all of the skills of a successful call center agent, doesn’t mean they won’t one day. Remember, most of these qualities can be taught and fostered over time. You can even hold a training session to teach these skills to your existing agents to get everyone on the same page.

14.3 Say about the importance of export ?

Exports are incredibly important to modern economies because they offer people and firms many more markets for their goods. One of the core functions of diplomacy and foreign policy between governments is to foster economic trade, encouraging exports and imports for the benefit of all trading parties.

14.4 What is cv ?

A curriculum vitae, often abbreviated as CV, is a document that job applicants use to showcase their academic and professional. accomplishments. It is used to apply for positions within areas where a person's specific knowledge or expertise is required.

15.1 What types of international trade are there ? There are three types of international trade: Export Trade, Import Trade and Entrepot Trade.

15.2 What skills are important in negotiation ? What the experts say

• preparation and planning skill.

• knowledge of the subject matter being negotiated.

• ability to think clearly and rapidly under pressure and uncertainty.

• ability to express thoughts verbally.

• listening skill.

• judgment and general intelligence.

• integrity.

• ability to persuade others.

15.3 What is the call centre ? A call centre is a department or an office In which incoming and outgoing telephone calls from both new and existing customers are handled by a team of advisors, otherwise known as agents. It is traditional for companies of a larger size to have call centres for the purposes of: Offering customers support.

15.4. What are some tips of an interview ? Interview tips: 10 tips to improve interview performance. Do you know how to make your case to an interviewer? Follow these 10 interview tips to boost your chances of landing the job.

10 interview tips to boost your chances of landing the job.

The day has come: You found an awesome job on Monster, applied, and got a call from a real-live human being who wants to meet with you. Congrats! But your work has only just begun. Right about now, you need some interview tips. Lucky for you, we've got a few good ones.

Even the smartest and most qualified job seekers need to prepare for their job interview. Why, you ask? Interview skills are learned, and there are no second chances to make a great first impression. These 10 interview tips will teach you how to answer interview questions and convince the hiring manager that you are the one for the job.

Practice good nonverbal communication

It's about demonstrating confidence: standing straight, making eye contact and connecting with a firm handshake. That first nonverbal impression can be a great beginning—or quick ending—to your interview.

Dress for the job or company

Today's casual dress codes do not give you permission to dress as "they" do when you interview. It is important to know what to wear to an interview and to be well-groomed. Whether you wear a suit or something less formal depends on the company culture and the position you are seeking. If possible, call to find out about the company dress code before the interview.

Listen

One of the most crucial interview tips: Listen. From the very beginning of the interview, your interviewer is giving you information, either directly or indirectly. If you are not hearing it, you are missing a major opportunity. Good communication skills include listening and letting the person know you heard what was said. Observe your interviewer, and match that style and pace.

Don't talk too much

Telling the interviewer more than he needs to know could be a fatal mistake. When you have not prepared ahead of time, you may ramble when answering interview questions, sometimes talking yourself right out of the job. Prepare for the interview by reading through the job posting, matching your skills with the position's requirements and relating only that information.

Don't be too familiar

The interview is a professional meeting to talk business. This is not about making a new friend. Your level of familiarity should mimic the interviewer's demeanor. It is important to bring energy and enthusiasm to the interview and to ask questions, but do not overstep your place as a candidate looking for a job.

Use appropriate language

It's a given that you should use professional language during the interview. Be aware of any inappropriate slang words or references to age, race, religion, politics —these topics could send you out the door very quickly.

Don't be cocky

Attitude plays a key role in your interview success. There is a fine balance between confidence, professionalism, and modesty. Even if you're putting on a performance to demonstrate your ability, overconfidence is as bad, if not worse, as being too reserved. All the interview tips in the world won't save you if you come off as unpleasant to work with.

Take care to answer the questions

When interviewers ask for an example of a time when you did something, they are asking behavioral interview questions, which are designed to elicit a sample of your past behavior. If you fail to relate a specific example, you not only don't answer the question, but you also miss an opportunity to prove your ability and talk about your skills.

Ask questions

When asked if they have any questions, most candidates answer, "No." Wrong answer. Part of knowing how to interview is being ready to ask questions that demonstrate an interest in what goes on in the company. Asking questions also gives you the opportunity to find out if this is the right place for you.

The best questions come from listening to what you're asked during the interview and asking for additional information. Don't appear desperate. When you interview with the "please, please hire me" approach, you appear desperate and less confident. Reflect the three Cs during the interview: cool, calm, and confident.

16.1 Say about advantages of international trade? One of the significant advantages of international trade is market diversification. Focusing only on the domestic market may expose you to increased risk from downturns in the economy, political factors, environmental events and other risk factors.

16.2 How to make a good presentation ? Top Tips for Effective Presentations

1 Show your Passion and Connect with your Audience. ...

2 Focus on your Audience's Needs. ...

3 Keep it Simple: Concentrate on your Core Message. ...

4 Smile and Make Eye Contact with your Audience. ...

5 Start Strongly. ...

6 Remember the 10-20-30 Rule for Slideshows. ...

7 Tell Stories. ...

8 Use your Voice Effectively.

16.3. What are the role of call centre ? A call centre is a specialist, centralised facility that handles phone calls between organisations and customers or prospective customers. Call centres can handle inbound calls, outbound calls, or both types of calls.

16.4 How to make a good business relationship ? Try a little kindness.

In business, I’ve found that many people are survival-oriented and hypercompetitive. But if you can take yourself out of that scarcity mindset and view yourself as a collaborator, you’ll become more effective at putting the right people together to create an impact.

2. Think about what you can give, not what you can get. The best way to approach a new prospect is to ask, “What can I do to help you? Help me understand you.” I guarantee that the person will at least engage in a conversation — and that’s when you get your chance to make an impression.

3. Speak the language of relative benefit. Focus on what someone is good at, and call it out. For instance, you might say, “You have a real knack for asking the right questions!” Take that person’s superpower, and think about how it can benefit someone else you know. Then put those two people together. In doing so, you’ll amplify what each person offers.

4. Swap chest-beating for a dose of humility. In my years of curating masterminds, I’ve learned one key thing: Being an ego-driven leader is the last thing someone want to see. If you want to appeal to all kinds of diverse audiences, it pays to take a humble approach.

5. Forget faking it until you make it. Never underestimate the power of trust. There’s no way to create success without it. To earn someone’s trust, you have to project certainty that is based on solid experience. No one wants to listen to you talk about something you haven’t done because if you haven’t done it, you’re just guessing or regurgitating.

6. Learn the difference between magnetism and manipulation. When your expertise is based on experience and you can talk about it with enthusiasm and certainty, that magnetism draws people in for the right reasons. It’s not manipulation or persuasion. It’s genuine, and it works.

7. Use your current relationships to build your future ones. Remember those giant crayon boxes with all the colors under the sun? One crayon you probably rarely used when you were a kid is the white one because it doesn’t show up well on paper. It’s only when you grab a piece of black paper that you can see that white crayon clearly and figure out what it’s good for

17.1 What is corporate social responsibility ? Corporate social responsibility is a type of international private business self-regulation that aims to contribute to societal goals of a philanthropic, activist, or charitable nature by engaging in or supporting volunteering or ethically-oriented practices.

17.2 Why product description is important ? Product descriptions enhance the customer experience by making your site look professional and helping you sell your product. ... Product descriptions can also help you stand out from competitors by telling customers what your product has that others don't!

17.3 Say about the importance of import ? Imports are important for the economy because they allow a country to supply nonexistent, scarce, high cost or low quality of certain products or services, to its market with products from other countries.

17.4 What is the problem solving skill in negotiation ? The aim of problem-solving negotiation is to find the best solutions to the general problem of coordinating and reconciling the parties' interests. It is most useful for the parties to separate the processes of developing options from that of deciding which option is the best solution.

18.1 Why packaging is important ? At its most base level, product packaging serves to protect the product inside. Packaging must keep the product safe during shipment between the manufacturing facility and the retailer and must prevent damage while the product sits on the shelf. Therefore, product packaging must be sturdy and reliable.

18.2 How to make introduction part of presentation ? When you first enter the building where your job interview will take place, you may need to check in with reception. Step forward and introduce yourself with your full name, interview time and job title of the role you're interviewing for. This can be quick and simple, such as, “Hi, my name is Max Taylor.

18.3 What are some examples of negotiation ? Negotiation with a customer over the price and terms of a sale.

• Negotiation a legal settlement with an opposing attorney.

• Negotiating service or supply agreements with vendors.

• Mediating with students on lesson plan goals.

18.4 What types of international trade are there ? There are three types of international trade: Export Trade, Import Trade and Entrepot Trade. Export and import trade we have already covered above. Entrepot Trade is a combination of export and import trade and is also known as Re-export.