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B usiness E tiquette (uSING phone and Making appointment)

B usiness E tiquette (uSING phone and Making appointment). Business Etiquette. Many people feel unsure about appropriate business etiquette or social skills that apply in a business environment. For example: how to shake hand, greet, or treat business colleagues and clients properly.

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B usiness E tiquette (uSING phone and Making appointment)

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  1. Business Etiquette(uSING phone and Making appointment) Resista Vikaliana, S.Si. MM

  2. Business Etiquette • Many people feel unsure about appropriate business etiquette or social skills that apply in a business environment. • For example: • how to shake hand, greet, or treat business colleagues and clients properly Resista Vikaliana, S.Si. MM

  3. Discussion • Work with a partner. Read the following situation and discuss your answers to the question • SITUATION: Four men and one woman are gathered for a board meeting when Jack Davis, the president of the company, walks in.The four men stand up, approach Davis, say hello , and shake hands with him. The woman does not stand up or approach Davis, and Jack Davis does not walk over to her. She nods and Davis nods back in acknowledgement. Then the meeting begins. From that behavior, an outside observer might conclude that the woman is considered not as important as the men. What do you think? Resista Vikaliana, S.Si. MM

  4. The Importance of Business Etiquette-Why Business Etiquette? • Business etiquette can determine the success of a company. • It plays an important role in creating a company’s image • Business etiquette includes the following manners or behaviors • Greeting customers in a polite way • Listening patiently to what clients have to say • Dealing with complaints promptly Resista Vikaliana, S.Si. MM

  5. Telephone Courtesy • Business has two entrances, the front door and the telephone. • People often judge the competence and courtesy of a business operation by the way someone answers the telephone Resista Vikaliana, S.Si. MM

  6. SITUATION:Two new receptionists are handling a call from Ms. Mary Jenkins, a prospective customer of the company Receptionist A: Good morning. Jaya Abadi Incorporated. How can I help you? Ms Jenkins: This is Mary Jenkins of Millenium Limited. Could I speak to someone regarding computer software? Receptionist A: Certainly, Ma’am. Unfortunately I’m new. Could you tell me about your name and say a little about theinformation you need? Ms Jenkins: Yes, my name is Mary Jenkins, J-E-N-KI-N-S. I need information about business software, specifically database. Receptionist A: Thank you, Ms. Jenkins. Just a moment, please. I’ll put you through Mr. Black in the sales section. Resista Vikaliana, S.Si. MM

  7. Receptionist B: Good morning. Jaya Abadi Incorporated. Ms Jenkins This is Mary Jenkins of Millenium Limited. Could ISpeak to someone regarding computer software? Receptionist B Uh, well, umm....I’m not, I mean, I’m new.So.. Ms Jenkins My name is Mary Jenkins, J-E-N-K-I-N-S. I need information about businesssoftware,specifically database. Receptionist B Uh, well. I don’t know. I mean, I don’t know who you want. Just a moment, and I’ll see. Hello? Just a moment, I’ll try and transfer you.Ms Brown, how do I transfer this woman I don’t know what she wants Resista Vikaliana, S.Si. MM

  8. Basic expressions used for telephoning (making an appointment) • Receiving telephone calls • Good morning........(name of company).How can I help you? • Hello, (your name) speaking. May I help you? • Initiating calls • Hello, this is...(your name) from .....(name of company) • May I speak to...(name of person), please? • Asking to hold • Just a minute/moment, please • Hold on, please • Transferring a calls • Just a minute, please. I’ll transfer your call to Mr/ Ms... Resista Vikaliana, S.Si. MM

  9. Stating the purpose of call • I’m calling to .......(verb infinitive) • I’m calling about.....(noun) • Asking about the day, date, and place of the appointment • What.....(day,date, time) would be best for you? • Where would you like to meet? • Setting the day, date, time, and place of the appointment • ..........................(day, date, time) would be fine with me. Is that okay with you? • Confirming details • Good. So, I’ll see you.........(day,date, time) at.....(place) • That’ll be fine. So that’s .........(day,date, time) at.....(place) Resista Vikaliana, S.Si. MM

  10. Changing appointments • I’m calling about our meeting on .........(day,date, time) I’m afraid I won’t be able to make it • Unfortunately, I have to .......(verb infinitive) • Could we change the meeting to another .........(day,date, time)? • Apologizing and offering another alternatives • I’m sorry. I’m busy that day. I mush....(verb infinitive). How about .........(day,date, time) ? • I’m afraid I have another appointment at that time. What about .........(day,date, time)? Resista Vikaliana, S.Si. MM

  11. Akiko Nasution is a company director. Look at her computer diary:Monday March,19th 2012 at 7.30 am. Resista Vikaliana, S.Si. MM

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