Reference no: EM133038835

Question 1:

Case study Eva is a banking specialist at a credit union. It is her responsibility to deal with international finance enquiries and transaction for clients including documentation for importing and exporting. As part of her role, Eva frequently interacts with clients who are culturally and linguistically diverse. She understands the importance of showing consideration for the cultural factors that influence her client relationships and work practices of delivering a culturally appropriate service. One of Eva's existing clients existing clients, Chi Ming, is of Chinese descent and runs a successful retail business in Australia and Malaysia. Chi Ming speaks with a very strong accent which is hard to understand. During her meeting with Chi Ming, Eva explains a number of international banking concepts using terms and references that she uses to communicate with clients on a daily basis. While she is giving the information, she notices that Chi Ming is shifting uncomfortably in his seat and his facial expression shows confusion. From his non-verbal cues, Eva discovers that Chi Ming is unsure about the information she is trying to convey. Eva recognises the need to alter her personal communication style in response to Chi Ming's needs and preferences. She identifies that Chi Ming might better understand the information If Eva provides the information in his first language. The credit union has a policy which allows Eva access to a language assistant to facilitate communication between herself and her linguistically diverse clients. Eva arranges another meeting with Chi Ming and invites a language assistant to attend, who speaks the same Chinese dialect as Chi Ming. Chi Ming thanks Eva for applying communication techniques that show respect for his particular needs as he now fully understands important information relating to his business banking requirements.

a) Explain in a paragraph why it is important for Eva to use Chi Ming's preferred communication style and methods.

b) Describe how Eva uses active listening to gain important information about Chi Ming's communication needs, preferences and expectations.

c) If Eva did not have access to a language assistant, describe three ways she could participate in spoken exchanges with a range of linguistically diverse clients using structure and language to suit her audience.

d) Describe how Eva could interpret information from a range of sources to determine and adhere to the communication techniques required to establish rapport with other culturally diverse clients. Provide one example. (200 w o rds)

Question 2:

Case study Sandeep is a corporate sales team leader at a car rental company. Sandeep's clients include corporate and small business clients who frequently use the company to hire vehicles when travelling for business. Sandeep meets with his sales team and develops a client loyalty program called 'Platinum plus rewards'. The loyalty program includes the following aspects: Clients earn one point for every qualifying Australian dollar spent hiring a car from the company. It takes 500 points to get a free weekend rental day. Points do not expire  Points can be used toward a choice of cars for a day, week, or weekend rental. Points can be redeemed on the company's website. In addition to this, the sales team develops a premium-level service option earned by clients with seven vehicle rental bookings or by spending AU$2,000 annually. The premium service is called 'Platinum plus'. Participating clients also benefit by receiving a one-car-class upgrade subject to availability, 10 per cent on 'Platinum plus rewards' points, 600 rewards points after every 15 qualifying rentals, plus all the benefits associated with the original program.

a) Describe three business objectives of Sandeep's client loyalty strategy.

b) Briefly describe how Sandeep's client loyalty strategy could develop long-term business partnerships with the company's corporate clients.

c) List and describe three client care and service standards Sandeep and his colleagues must consider when implementing the client loyalty strategy