Page 28 - OSEP Management Module 5_Neat

Activity 5.14

List 3 client groups that you will deal with in your role as either an event or facility
manager.

1

2

3

Determining client needs
Use strategies that determine client needs as quickly as possible. Some important
qualities that will allow you to determine client needs are:
• knowledge of the product
• sincere interest in clients’ needs
• commitment to service
• accessibility
• interpersonal skills
• a positive, enthusiastic attitude
• good listening skills (do not interrupt, let the customer know you are listening,
check understanding, take notes, ask questions, etc.)
• the ability to establish a positive business relationship with the client.

To establish and build positive business relationships with your clients you should:
• use positive language and project a confident and relaxed manner
• show that your main interest is to help them and meet their needs
• use the client’s name in the course of conversation
• maintain good eye contact if face-to-face (depending on cultures)
• have a good knowledge of your industry and the changing trends, services and
products available.

OSEP MANAGEMENT IN SPORTING ORGANISATIONS TRAINING PROGRAM — LEARNER’S GUIDE OSEP MANAGEMENT IN SPORTING ORGANISATIONS TRAINING PROGRAM — LEARNER’S GUIDE