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