1) Tips to build positive connection with client a) Call the name b) Listen closely c) Response quickly d) Respect the time e) Treat each client as an individual f) Answer A,B,C,D,E 2) Definition of observation a) To watch something or someone carefully b) To notice something or someone c) observation is the action or process of observing something or someone in order to gain information d) Answer A,B e) answer A,B,C f) All answer except answer D 3) What is important of observation ? Importance of Observation What are importance of Observation? a) We can build trust with customer b) Answer A,B,C c) Personal development and growth d) We can give customers a best offers 4) Tips of observation a) The 10 –seconds rule in service with each customer. b) The 20 –seconds rule in service with each customer. c) The 30 –seconds rule in service with each customer. d) The 40 –seconds rule in service with each customer. e) The 50 –seconds rule in service with each customer. f) The 50 –seconds rule in service with each customer. 5) Keep Communication Short and Sweet a) Point និយាយពីចំណុចសំខាន់មួយ b) Reason ហេតុផលសម្រាប់គាំទ្រចំណុចខាងលើ c) Example ឧទាហរណ៍សម្រាប់គាំទ្រហេតុផល d) Answer A,B,C, E e) Point សរុបសេចក្តីមកវិញ 6) Why does Constructive Feedback Important in our work? Why does Constructive Feedback Important in our work?  a) Make our works be more standard b) Make our working performance better c) Make our co-worker get engaged with us d) Answer A,B,C 7) How to give feedback? a) Show them why they need improvement and how to do it b) Answer B,C,D c) Be a role model for positive example d) Start with good points and end with thing needed to improve 8) What active listening communication ? a) Pay attention b) Face to face Making eyes contact to the speaker c) Asking question or summary them about what they have talked d) Asking question if you are no clear in what he has said e) Answer A,B,C,F f) Don’t interrupt the speaker(let him finish what he has said) 9) Benefit of Active Listening a) Build trust and respect b) Using active listening skills reduces the chance of miscommunication c) When practicing active listening skills you have a better chance of truly understanding the person and their situation or need d) Answer A,B,C 10) Effective communication a) Use body language  b) Good place c) Use tone of voice d) Active listening  e) Looking at the person and don’t stay too far from them or close f) Answer A,B,C,D,E

Module 5

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