Question

Discuss the significance of communication. As a process in administration.
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Answer 1

Communication is a vital part of retail operations. It largely, depends on the communication skills of the retailer to convert a lead into a customer. The retailer must have effective communication skills which will enhance the customers shopping experience and also

business communicationensure quality and satisfaction. Effective communication is like half work done.

Communication is said to be effective when it makes the customer feel understood and valued. A customer must be always treated in a special way. You must remember that if silence is a form of communication then silence might be misleading also. If the customer doesn’t feel cared and listened to it might elevate anger also.

However, it is not that your non-verbal cues don’t hold any importance while communicating with the customers; rather they are one of the most crucial part of the customer handling process. Your presentation and body language speaks a lot about your interest and if it sometimes occurs to the communication gapcustomer that you aren’t showing interest then this might infuseanger.

As a retailer you must try to look polite, empowering and trustworthy. You must try to improve your customer handling techniques. It is expected that as a sales person you will maintain your calm and be composed even when the customer is complaining. Your temper might ruin the situation.

It is essential to know that, it’s not only the pre-sale communication but also post-sale communication that matter a lot in the customer handling process. Post sale communication is majorly determined by complaint handling and customer feedback.

effective communicationSince communication in customer handling process forms such a vital part of the retail store operations hence it has been imbibed in our certificate course in retail store operations. The course has been comprehensively designed by industry experts and the concept of communication and customer handling forms an integral part of our course structure.

The various aspects of the concept are deeply explained in the course. The various aspects that are included are communication challenges faced by retail store operations, components of pre sales communication, sales people interaction with customers to make a sale, post sales activities, handling customer complains, role of customer service desk in retail operations and the methods to improve customer responsiveness.

Answer 2

Organizations are totally reliant on communication, which is defined as the exchange of ideas, messages, or information by speech, signals, or writing. Without communication, organizations would not function. If communication is diminished or hampered, the entire organization suffers. When communication is thorough, accurate, and timely, the organization tends to be vibrant and effective.

Communication is central to the entire management process for four primary reasons:

Communication is a linking process of management. Communication is the way managers conduct the managerial functions of planning, organizing, staffing, directing, and controlling. Communication is the heart of all organizationsCommunication is the primary means by which people obtain and exchange information. Decisions are often dependent upon the quality and quantity of the information received. If the information on which a decision is based is poor or incomplete, the decision will often be incorrect.The most time‐consuming activity a manager engages in is communication. Managers spend between 70 to 90 percent of their time communicating with employees and other internal and external customers.