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Business Etiquette

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  • 1. UNIT 2 – ETIQUETTE INBUSINESS SETTING
  • 2. Carol BeerService Etiquette
  • 3. Lesson Objectives1 Explain service etiquette. Explain the importance of observing2 rules of etiquette and its appropriate form in social exchanges. Describe how introductions3 are carried out.
  • 4. ETIQUETTE is a set of customs and rules for polite behavior in particular classes of people or professions.
  • 5. SERVICE ETIQUETTE
  • 6. SERVICE ETIQUETTE Meeting Attending to Parting pleasantries customers pleasantries
  • 7. Meeting pleasantriesNon-Verbal Signals Verbal Signals 1 • Body Language – Look 2 • Introduce yourself clearly. approachable and be approachable. • Ask the customer how she/he would like to be • Welcome customers with addressed. a warm smile. • Always maintain eye contact. • Be conscious of your grooming.
  • 8. Attending to customersNon-Verbal Signals Verbal Signals 1 • Project a “customer- 2 • Be specific when first” mindset. answering questions/giving • Always be ready to lend directions. your customers a helping hand. • Be prepared to go the extra mile. • Be aware of your body- language; should be • “Wow” your customers. positive
  • 9. Parting pleasantriesNon-Verbal Signals Verbal Signals 1 • Maintain eye contact. 2 • Thank the customer for doing business with you. • Smile to show your appreciation to serve • Express appreciation for him/her. interest in the product/ service even though • Always maintain a he/she does make a sale positive body language • Ask the customer to come back
  • 10. Form of AddressMALE 1  Use “Mr” to address men  Use Sir if you do not know his name.FEMALE (MARRIED) 2  “Mrs” to address married women  Use Madam if you do not know her nameFEMALE (SINGLE OR MARITAL STATUS UNKNOWN 3  ”Ms” to address women who are single or whose marital status is unknown.  Use Madam if you do not know her name.
  • 11. TYPES OF GREETING
  • 12. ROLE PLAYS & THANK YOU!