international customer etiquette
Post on 20-Oct-2014
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RE/MAX Mumbai – Gujarat – Maharashtra
INTERNATIONAL CUSTOMER ETIQUETTE
MANAN CHOKSIREGIONAL DIRECTOR
RE/MAX MUMBAI GUJARAT MAHARASHTRA
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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
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Communication:
• Communication influences thoughts, feelings, and actions.• Information merely informs
Use the 80/20 Rule
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
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Forms of Communication:
• Verbal• Written• Non Verbal
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
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80%Communication
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20%
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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
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Clear
Clarify what it is you intend before writing
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Courteous
Clearly state your intent in the lead
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Complete
One topic per communication
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Timely
Provide supporting detail
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Edit!Less is more, in many cases
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Strong thesisIf everything else is cut, will your message still
be clear?
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Make points brieflyDon’t get hung on an issue
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Correct
Check the facts
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Correct
Do not rely on spell check
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Correct
Do not rush
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Correct
Dictionaries and thesauruses are the writer’s friends
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To Do
Exercise: Prepare a 15 second elevator speech
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
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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 othersRE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
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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
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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 customerRE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
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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
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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
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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
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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
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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
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Punctual
• Being on time always pays • Customer is always king
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com
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THANK YOU
RE/MAX Mumbai Gujarat Maharashtra www.remax-mgm.com