Page 94 - Part B

Information, Advice or Guidance

How to interpret information in the context of client
enquiries

This is about responding to enquiries from clients for business information, asking
the right questions so that you can find out what they need, and presenting the
information appropriately. It includes being able to build relationships with clients,
whether you are dealing with them over the phone, by email or face to face so that
they gain confidence in the service you can provide.

You must make sure that your practice meets the following requirements.

• Deal with client enquiries efficiently and politely, in line with relevant
guidelines for providing support services

It is important to remember that you are a spokesperson or representative of your
organisation; clients will learn a lot about the company from the way you deal with their
questions.

• Encourage your clients to explain clearly what they need and to ask for
more information and help, if and when they need it

• Ask questions that allow you to understand what your clients need, so
that you can identify what information or other support services may help
them

It is important to remember the questioning and listening skills from the previous
session. Only by using the relevant questioning styles, together with good listening
skills, will you be able to understand what the client’s requirements are.

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