Business Etiquette (uSING phone and Making appointment) 12/01/2014 Resista Vikaliana, S.Si. MM

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 12/01/2014 Resista Vikaliana, S.Si. MM

From that behavior, an outside observer might conclude 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? 12/01/2014 Resista Vikaliana, S.Si. MM

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 12/01/2014 Resista Vikaliana, S.Si. MM

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 12/01/2014 Resista Vikaliana, S.Si. MM

SITUATION: Two new receptionists are handling a call from Ms 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? Certainly, Ma’am. Unfortunately I’m new. Could you tell me about your name and say a little about theinformation you need? Yes, my name is Mary Jenkins, J-E-N-KI-N-S. I need information about business software, specifically database. Thank you, Ms. Jenkins. Just a moment, please. I’ll put you through Mr. Black in the sales section. 12/01/2014 Resista Vikaliana, S.Si. MM

Receptionist B: Good morning. Jaya Abadi Incorporated Receptionist B: Good morning. Jaya Abadi Incorporated. Ms Jenkins This is Mary Jenkins of Millenium Limited. Could I Speak to someone regarding computer software? Receptionist B Uh, well, umm....I’m not, I mean, I’m new.So.. My name is Mary Jenkins, J-E-N-K-I-N-S. I need information about businesssoftware,specifically database. 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 12/01/2014 Resista Vikaliana, S.Si. MM

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... 12/01/2014 Resista Vikaliana, S.Si. MM

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) 12/01/2014 Resista Vikaliana, S.Si. MM

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)? 12/01/2014 Resista Vikaliana, S.Si. MM

Akiko Nasution is a company director Akiko Nasution is a company director. Look at her computer diary:Monday March,19th 2014 at 7.30 am. 8 Staff breakfast, Tara Hotel 9 Office: interviews for new staff 10 With Jim to Segar Sport 11 Segar Sport 12 Office: Interviews for new staff 1 2 Meeting, Telemag, Brooklyn House 3 Office 4 5 12/01/2014 Resista Vikaliana, S.Si. MM

PRACTICE Make a phone conversation to make an appointment between Akiko and her client (prospective buyer). Pretend that you are Akiko’s secretary! 12/01/2014 Resista Vikaliana, S.Si. MM