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1, Nennen Sie drei Faktoren, die das Betriebsklima eines Unternehmens negativ beeinflussen und drei Faktoren, die das Betriebsklima positiv beeinflussen:
- psychische Belastung führt zu Erkrankungen
- Zunahmer der Arbeitsplatzabwesenheit
- erhöhte Mitarbeiterfluktuation
- wirtschaftliche Einbußen durch reduzierte Arbeitsleistung und abnehmende Produktivität
positiv:
von den Mitarbeitern als angemessen angesehene Bezahlung
respektvoller Umgang der Vorgesetzten mit ihren Untergebenen
familienfreundliches Verhalten der Unternehmensführung
Anerkennung der Arbeitsleistung des Einzelnen durch Firmenleitung oder Vorgesetzte
2. Welche der folgenden Einstellungen bzw. Eigenschaften eines Mitarbeiters ist für ein gutes Betriebsklima förderlich?
Teamfähigkeit
3. Während des Einbaus einer Schrankwand beklagt sich er Kunde mehrfach über den hohen Preis des Möbels. Wie bestätigen Sie dem Kunden die Richtigkeit seiner Entscheidung für ein handwerkliches Produkt?
Ich stelle wesentliche Vorteile wie die Verwendung hochwertiger Materialien, Anpassung an die vorhandene Einrichtung usw. heraus.
4. Um den Absatz von Pflegeprodukten zu steigern, bittet ihr Arbeitgeber Sie, diese nach beendeter Montage anzupreisen. Welche Ansprache des Kunden ist hierfür am besten geeignet?
Wenn Sie diese hochwertigen Oberflächen lange erhalten wollen, empfehlen wir Ihnen gerne unsere Pflegemittel.
5. Während der Arbeiten in einem Kundenhaushalt wendet der Kunde mehrfach den Fachbegriff „Zuhaltungen“ falsch an. Wie reagieren Sie am besten?
Ich wende das richtige Fachwort unauffällig mehrfach richtig an.
6. Viele Kunden benötigen intensive Beratung und Entscheidungshilfen, wenn sie an handwerklichen Problemlösungen interessiert sind. Wie gehen Sie vor?
Ich bereite eine Auswahl an Problemlösungen vor, so dass er vergleichen kann.
7. Während der Arbeiten am Kunden äußert die Kundin fortlaufend Kritik an Ihrer Arbeit. Wie reagieren Sie? - Ich versuche die Kritik zu überhören und arbeiten weiter.
Ich versuche die Kritik fachgerecht zu entkräften.
8. Bei der Anlieferung des Materials für den Fußboden verstellt der LKW eines anderen Handwerkes den Zugang. Welche Handlungsweise ist auf keinen Fall zu empfehlen?
Dass Fahrzeug ist offen und lässt sich daher aus dem Weg schieben.
9. Die Parkettelemente wurden originalverpackt auf die Baustelle gebracht. In der Verpackung lag auch eine Pflegeanleitung. Wie verhalten Sie sich am besten?
Sie erläutern dem Kunden die Pflegemaßnahmen und händigen ihm das Papier aus.
10. Die Verwendung von fachlichen Ausdrücken in Gesprächen mit Kunden ist nicht unproblematisch. Nennen Sie zwei Vorteile und zwei Nachteile, die der Einsatz von Fachbegriffen mit sich bringt.
Vorteile: Fachkompetenz zeigen. Fachbegriffe sind meist eindeutig.
Nachteile: Verständnisprobleme beim Kunden. der Kunde fühlrt sich \"überfahren\".
11. Die Firma erhält eine Reklamation von einem Kunden, bei dem vor einigen Jahren eine Tür eingebaut wurde. Der Schlüssel würde sich nur noch sehr schwer drehen lassen, obwohl er das Schloss oft geölt habe. Der Kunde fordert kostenlosen Service. Sie erinnern sich, dass Sie den Kunden damals selber auf die Nachteile trocknender Öle plus Staub hingewiesen haben. Auf welche Weise können solche Probleme vermieden werden?
Nach der Montage dem Kunden die Pflege erläutern, dem Kunden einen Wartungsvertrag anbieten.
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