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  1. 1. Business Etiquettes Group Members 1. Shahzaib Khan 2. Afifa Mahmood 3. Shoaib Masood
  2. 2. WHAT IS AN ETIQUETTE? Etiquette is a French word that means a “label” or “ticket.” These are practices and forms prescribed by social convention or by authority.
  3. 3. Business Etiquettes Business etiquettes are defined by good manners, loyalty and commitment towards one's organizations. Rome was not built in a day; and having and following right business etiquettes is essential for positive career growth.
  4. 4. How to Sharpen Basic Business Etiquette Understanding proper business etiquette can be the difference between progressing in your career and not progressing. Business etiquette includes rules governing communication, entertaining, dining, meetings, ethics and conflicts. Business etiquette applies to seeking employment and dress. More etiquette rules cover interactions with co-workers, superiors and customers.
  5. 5. BENEFITS OF PRACTICING ETIQUETTE It gives guidelines on How to look for a job, What to do during interviews; How to plan meetings and much more.
  6. 6. Things to Know About Business Etiquette Business etiquette refers to the behavior that is considered appropriate in the work world as well as to the specific expectations that an employer has of its employees. Business etiquette governs the behavior of those in a business group and setting, where individuals are expected to behave in a proper and civilized manner.
  7. 7. Etiquette Advantage in Business Etiquette has a direct impact on business. Etiquette in a business environment has many subtle and non-subtle aspects. Everything from your dress, to your tone of voice is a form of etiquette. How you present yourself in a business environment can affect your internal and external image.
  8. 8. Proper Business Phone Etiquette Whether you're calling clients, responding to customers or trying to get a job, telephone communication is an important part of modern business. Proper business phone etiquette will help you make a good impression and maintain good relations with business contacts. Simply remembering to be polite and organized will go a long way.
  9. 9. Why is it important:  Customer’s first impression of your practice is formed during their first few seconds of contact over the phone or in person. More than 80% of your first-time customers call before coming into your practice. It is often said that human communication consists of 93% body language while only 7% of communication consists of words themselves.
  10. 10. Remember ….. Remember that you may be the first and only contact a person may have with your practice, and that first impression will stay with the caller long after the call is completed. So the key moment is when the speaking starts. Engage the caller and get them on your side. You need to lay the groundwork even before you pick up the phone, and you do this by …..
  11. 11. Smile and the World Smiles With You:  Body Language  Courteousness  Responsiveness  Friendliness  Confidence  Rate of Speech  Good Listener  Attentiveness  Sincerity  Smile  Informative  Recall Ability  Greeting  Vocal Tone
  12. 12. Let’s Try It…….. Did you know people can hear you smile? Say good morning in two ways: first, without a smile and now, with a smile You will notice there is an inflection when you smile and it gives your voice energy and a cheery tone. And that voice inflection conveys friendliness to the person at the other end of the line.
  13. 13. Get Ready For It: Before picking up the receiver, discontinue any other conversation or activity such as eating, chewing gum, typing, etc. that may be heard by the calling party. Cell phones should be placed on low volume, vibrate, or silent. Sit up and SMILE!!! Answer promptly (before the third ring if possible). Speak clearly and distinctly in a pleasant tone of voice.
  14. 14. The Greeting: A bright, cheerful greeting will lift most people’s spirits and set the proper tone for the call. Speak clearly and at a conversational pace; softly yet audible. Don’t mumble or race through the greeting. This can give the impression that you don’t have time for the caller.
  15. 15. Ooops …  Forgetting or mispronouncing the caller’s name, after they have provided it will put the prospect or customer off side immediately.  Make sure you jot down the caller’s name (how to pronounce it phonetically), and what line they are on.  Should you need to place them on hold and field multiple calls, you wont forget who is on which line.  If you do mispronounce their name, which can happen, apologize, ask them how to pronounce it properly, tell them you want to get it right.
  16. 16. Handling Rude or Impatient Callers:  Remember it’s not WHAT you say, it’s HOW you say it!!! STAY CALM: Try to remain diplomatic and polite. Getting angry will only make them angrier. Enthusiasm and Sincerity. Always show willingness to resolve the problem or conflict, and sound sincere. Be Empathic: Try to think like the caller. Remember, their problems and concerns are important. Non-supervisory: Offer to have your supervisor talk to the caller or call him/her back if the caller persists. Supervisor: Be willing to handle irate callers. Speak slowly and calmly. Be firm with your answers, but understanding. Sometimes the irate caller just wants someone in a supervisory capacity to listen to their story even if you are unable to help them.
  17. 17. How to End Conversations Gracefully: There are several ways that you can end a long phone call without making up a story or sounding dismissive: Leave the conversation open. Promise to finish your discussion at another time. As long as you are honest and polite with the other person, you should not have any problems ending a call and moving on to something else.
  18. 18. 16 Words and Phrases That Keep Callers Cool: Hello! I am sorry to keep you waiting. Good morning! Thank you for waiting. Please. It was nice talking with you. Thank you. Is there anything else I can do for you? I am very sorry. Thank you for coming in (or calling). Excuse me. It has been a pleasure to serve you. You are welcome. I would be happy to do that for you. May I help you? We appreciate your business.
  19. 19. Most Frequent Caller Complaints: Remember that presentation is everything. Treat callers as “they hope to be treated.” The way you present yourself on the phone can leave lasting impressions of you and your department.
  20. 20. The telephone rings for a long time before it is answered. Try to answer calls within 3 rings. Callers become frustrated when they feel that their call is not important to you.
  21. 21. The line is busy for hours it seems: Try to keep calls short. Do not stay on the line longer than is absolutely necessary. Consider call waiting for your personal office (not for a receptionist) so that you are not constantly unavailabl
  22. 22. Checking Messages and Returning Calls: Check your messages daily and return messages within 24 hours. If it will take longer than 24 hours, call the person and advise him/her. Callers should feel confident that you are checking your voicemail daily. If you forward a message, be sure to explain to the person to whom you are forwarding the message why you are sending it to them.
  23. 23. Dealing with difficult callers: Sometimes a caller is very difficult, especially if complaining. First remember that this caller is a client, or potential client, so your handling of the call could result either in more business for your company or in the caller going to a competitor.
  24. 24. Things to avoid when on the phone : let it ring more than four times eat and drink while talking on the phone be too familiar talk to someone else in your office have too much background noise speak too quietly or too loudly speak too quickly.
  25. 25. In Conclusion Etiquette and business etiquette is essential to survive and succeed both at the personal and professional level. To conclude, the business etiquette is essential from peon to principal and from employee to employer. Business etiquette is simply about feeling and showing kindness and respect for those around you.  It is about exercising good judgment. “There is no accomplishment so easy to acquire as politeness, and none more profitable” -George Bernard Shaw