Soft Skills
People Skills/Emotional Intelligence
Can you name the four steps of the Service Flow?
Welcome
Engage
Provide Solutions
Close
The Pre-Emptive Acknowledgement is?
acknowledging a service failure before a customer gets angry
Our mission is?
We create life changing opportunities through training and the power of work.
Soft skills are an essential part of improving one’s ability to work with others and can have a _______ influence on furthering your career.
Positive
Please name three examples of soft skills.
Communication
Listening
Time Management
Problem Solving
Leadership
When welcoming a customer, you want to do so within ____ seconds of their arrival if possible?
30 seconds
Step 1 is?
try and spot problem before customer gets angry.
With each donation and purchase, Goodwill provides ______ and _______ to ready people for work.
free job training/career support
Some newborn babies can recognize the smile of a loved one as early as ______?
6 weeks old
________account for 55% of how we communicate with one another?
Body Language
When engaging with a customer in retail, you want to ask at least _____ questions during your conversation..
2 or 3
Step 2 is?
Acknowledge the situation before the customer complains.
What percentage of our funding is generated through the sale of donated good goods in our retail and online stores?
90 percent
Can you name all three reasons eye contact are important when interacting with a customer?
Focus
Respect
Intent
Can you name two examples of positive body language?
Eye Contact
Smile
In donations it is important to do the following when a customer enters to donate something. Name two or three things please
Assist donor
Provide directions sorting
Problem solve
Physical help
Step 3 is?
Re-focus on a solution.
What percentage of trainees placed in jobs in 2021 were still employed a year later?
84 percent
When busy, utilizing the _________ with our customers to prevent them from getting angry is very important.
Pre-Emptive Acknowledgement
_______accounts for 38% of how we communicate with one another.
Tone of voice
In the close part of the Service Flow, it is important to share ___________ and educate our customers on how their donations provide job training and employment for members of the community.
Our mission
When used properly, it is hard for a customer to get ______ if someone acknowledges our feelings ahead of time.
angry/upset
Every single time someone buys something or donates to Goodwill they are?
Providing second chances for people with barriers
creating a Bay Area where no one is left out.
Can you name two examples of negative body language?
Arms crossed
Looking away
Facing away from person
being on phone