Oral Presentation 1 (Cindy's Class)

Instructions: 

AssigmentSeptember 24th

Based on the Customer Service Tools and Techniques provided by your facilitator, prepare a presentation were you (and your group) explain the different tools and techniques than should be used when working as a CSR. You have 20 minutes sharp. 

You can use the book found on the following link(You will need PDF reader): http://www.saigontre.com/FDFiles/101_Customer_Service_Training_Scripts_for_Handling_Any_Situation.pdf  and other sources that you may find. 

You will be grade using the follwoing rubric:

Universidad Técnica Nacional

Comunicación comercial II

Profesoras: Verónica Oguilve, Cindy Rodríguez

ORAL EVALUATION 1: 15%

Rubric for speaking activity 1

The following list includes what you should do as a retail worker.For every element that the teacher checks, you will get one point.

Name: _____________________________________________.Total Points 25/ _____  Grade______

Procedure	Greets the customer
	Says a welcoming phrase
	Offers help
	Makes himself / herself available (“Great! Please let me know if you need anything!”)
	Offers what your prospect needs - not what you want to sell them
	Asks pertinent questions (information to fit the customer’s needs)
	Uses phrases and techniques studied in class
	Asks if there is “anything else?”or Will That Be All?
	Shows management of body language to express assurance and reliability
Language Use	Speaks clearly
	Uses simple and
	Avoids negatives
	Tone of voice and speech is friendly and assertive
	Pronunciation is does not interfere with communication
	Tone of voice and gesticulation enhanced communication
Content	The assigned points were covered and explained (2pts)
	The assigned points were role-played (2pts)
	The role play shows the content’s actual meaning (2pts)
	When audience made questions, they were fully and confidently  answered (2pts)
	Participation was even  (2pts)