Title: Demonstrate communication skills in the fashion workplace.
Course: Fashion Marketing (12153-I) > Section: Developing Customer Service and Personal Selling Skills

Demonstration should include

- using professional etiquette for all in-person, telephone, and online communications
- expressing oneself clearly, both orally (including over the telephone phone) and in writing (including online)
- using a pleasant tone, enunciating, and, when using the telephone, speaking directly into the mouthpiece in an audible and confident voice.

Demonstration should also include the importance of verbal communication (e.g., language, tone, inflection, word choice) and nonverbal communication (e.g., posture, facial expression, hand gestures and handshakes, eye contact) in assisting customers and in working with business associates.

Process/Skill Questions:

- What are situations in the fashion marketing workplace where effective oral communication is particularly important?
- How can a sales associate indicate that he or she is listening to a customer?
- What should a sales associate be looking for to ensure customers are listening to and understanding what is being shared with them?
- What are some potential barriers to communication in a retail environment?
- Why is it important to observe nonverbal communication in coworkers? In customers?