1. Provided you are an agent of Maxicare Insurance, what would you tell to your customers if they will ask you what are the important features, advantages and benefits of health card that you are offering to them?

2. Explain by citing specific examples why having customer service standards is important?

3. How many of the body language tips given in the module do you currently follow? Where could you improve? List three tips that you want to work on.

4. In the space below, write the style of communication you use most often. Next, think of a person with whom you get along exceptionally well. How would you characterize that person's communication style? Write it down. After that, think of a person with whom you have the greatest difficulty in communicating and write down that person's communication style.

My communication style is _________________________'

____________________________ is a person with whom I get along exceptionally well. His/her communication style is ________________________________.

____________________________ is a person with whom I have difficulty dealing with. His/her communication style is ____________________________.