Business Etiquette

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Business Etiquette

  1. 1. UNIT 2 – ETIQUETTE INBUSINESS SETTING
  2. 2. Carol BeerService Etiquette
  3. 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. 4. ETIQUETTE is a set of customs and rules for polite behavior in particular classes of people or professions.
  5. 5. SERVICE ETIQUETTE
  6. 6. SERVICE ETIQUETTE Meeting Attending to Parting pleasantries customers pleasantries
  7. 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. 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. 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. 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. 11. TYPES OF GREETING
  12. 12. ROLE PLAYS & THANK YOU!

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