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

3. 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

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

6. 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

7. 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

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

11. Akiko Nasution is a company director
Akiko Nasution is a company director. Look at her computer diary:Monday March,19th at 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

12. 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