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International Customer Etiquette
1. RE/MAX Mumbai – Gujarat – Maharashtra
INTERNATIONAL CUSTOMER ETIQUETTE
MANAN CHOKSI
REGIONAL DIRECTOR
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
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
19. To Do
Exercise: Prepare a 15 second elevator
speech
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
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