1. INTERNATIONAL CUSTOMER ETIQUETTE
MANAN CHOKSI
REGIONAL DIRECTOR
RE/MAX MUMBAI GUJARAT MAHARASHTRA
RE/MAX Mumbai – Gujarat – Maharashtra

2. Communication:
• A giving or exchanging of
information, signals, or messages as
by talk, gestures, or writing
• The art of expressing ideas,
especially in speech and writing
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com

3. Communication:
• Communication influences thoughts,
feelings, and actions.
• Information merely informs
Use the 80/20 Rule
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com

4. Forms of Communication:
• Verbal
• Written
• Non Verbal
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com

5. 80%
Communication

6. 20%

7. Verbal Communication
• 15 second elevator speech
• What is your speech?
• Are you communicating your
message?
• Are you brief
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com

8. Clear
Clarify what it is you intend before writing

9. Courteous
Clearly state your intent in the lead

10. Complete
One topic per communication

11. Timely
Provide supporting detail

12. Edit!
Less is more, in many cases

13. Strong thesis
If everything else is cut, will your message still be clear?

14. Make points briefly
Don’t get hung on an issue

15. Correct
Check the facts

16. Correct
Do not rely on spell check

17. Correct
Do not rush

18. Correct
Dictionaries and thesauruses are
the writer’s friends

19. To Do
Exercise: Prepare a 15 second elevator
speech
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20. Telephonic Communication
• Speak clearly and smile on the phone
• Return calls
• Ask for permission before communicating
• Tone of voice is important
• Never interrupt anyone while speaking
• No phone calls while eating
• No personal calls in front of others
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com

21. Exercise: Make a phone call to a customer to
find out his requirement for apartment .
Key is in asking probing questions.
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com

22. Exercise: Make a phone call to a customer
who is not happy with the service provided
by your company
Key is in listening and pacifying the customer
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com

23. Meeting
• Do not take calls in between meeting
• Go well prepared
• Dress for the occasion
• Listen more and speak less
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com

24. To Do
Exercise: Arrange a meeting between a
buyer and a seller and try to arrange/
arrive at the best price.
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com

25. To Do
Exercise: List down all the key services
/ products that your company offers
and create a marketing message.
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com

26. Personal Profile
• Exercise : Build a personal profile of yourself
It could include your :
• Years experience
• Education and training
• Ability to make process smooth
• Exceptional client service
• Understanding of specific neighborhood and market
• Network of licensed professional
• Negotiation Skills
• Community Involvement
• Something else
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com

27. Non – Verbal Communication
• Facial Expression
• Gestures
• Paralinguistic (vocal)
• Body language
• Proxemics (personal space)
• Eye gaze
• Haptics (touch)
• Appearance
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com

28. Punctual
• Being on time always pays
• Customer is always king
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com

29. THANK YOU
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com