International customer etiquette

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


Forms of Communication:

• Verbal• Written• Non Verbal


80%Communication

20%

Verbal Communication

• 15 second elevator speech• What is your speech?• Are you communicating your

message?• Are you brief


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


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.


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


To Do

Exercise: Arrange a meeting between a buyer and a seller and try to arrange/ arrive at the best price.


To Do

Exercise: List down all the key services / products that your company offers and create a marketing message.


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


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


THANK YOU


International customer etiquette

Documents

phone call

personal profile

verbal communication

make

customer

communication

speech

message