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Sales Notes PDF
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CONGRATULATIONS
INTROSPECTION
Every human being has a tendency to react and act as he pleases but has
someone worked on the ways that can be implied when giving out a reaction to
a specific situation, here is where the word introspection plays an important role
, we have many ways to approach to a situation it is upon us how we act and the
main contribution is how we are as a human , always try to think about the
consequences of the actions you just made and so you will have a clearer picture
of an outcome.
WHO AM I?
FIRST IMPRESSION
PERSONAL GROOMING:
Grooming involves ensuring we look our best by all means, including the
accessories we wear.
Some of the perceptions people can form solely from your appearance
are:
1. Your professionalism
2. Your level of sophistication
3. Your intelligence
4. Your credibility
1. Overall cleanliness
2. Hair
3. Nails
4. Teeth
5. Uniform
6. Make-up
ATTIRE:
1. First impressions are made within the first 5 minutes of meeting someone.
2. A neat clean and well ironed is acceptable and appreciated by one and all
at all times.
TELEPHONIC ETIQUETTE
1. How to communicate
2. What to communicate
According to the studies, what you say (the actual content) constitutes only
18% of the communication. Thus “it is not only what you say is important
but it how you say it makes a remarkable difference”.
Customers are ones who become the main source of income so treat them
well.
OPENING A CALL
The call starts with a verbal handshake where the customer is greeted. The
customer expects to be treated in a way that is:
1. Professional
2. Courteous
3. Personal
The first impression has an impact on whether or not the call will generate a
sale/service.
MEETING ETIQUETTE
DURING MEETING:
FACTS OF COMMUNICATION
We communicate
1. 7% of message by words
2. 38% by vocal tones
3. 55% by facial and body expression
TYPES OF LISTNING
1. Active listening
2. Empathic listening
1. ACTIVE LISTENING
Goal is to appreciate the other person’s point of view, whether you agree it
or not.
2. EMPATHIC LISTNING
Goal is to understand the speaker’s feelings, needs and wants in order to help
solve a problem
Answer the following with what you feel is best according to you by putting
your priority as 0, 1, 2 for a, b, c.
4) Your new work colleague, who you have not had time to get to know
very well, asks to borrow Rs.50 to pay a bill because he has a temporary
cash-flow problem. How are you likely to handle this situation??
a) I would have no problem refusing his request.
b) Explain tactfully that you do not lend money to work colleagues.
c) I would agre just this once so as not to jeopardize my future working
relationship with him.
5) You are in a queue and someone pushes in front of you. How would you
react?
a) I would tell the person to get to the back of the queue.
b) Make a tutting noise, or some other reaction to make them aware that you
are annoyed about it.
c) I would feel annoyed but probably do nothing.
7) You are in a shop and on the way out realise you have been short-
changed by a very small amount. What is your reaction?
a) Tell the assistant that you have been short-changed but accept their
reaction.
b) Let it go since you feel going back would be too much hassle
c) Point out mistake and insist on getting the correct change.
12) You see some young children walking across the bottom of your
garden. How are you likely to react?
a) Point out to them gentely but firmly that they are on private property.
b) Say hello to them and make some remark such as, now what are you
doing in my garde? But in a friendly sort of way.
c) Do nothing in the hope that it is just a one-off.
13) You are in non-smoking part of a restaurant and someone at the next
table lights up the cigarette. Which of the following is most likely to be
your reaction?
a) Probably do nothing
b) Point it out to the restaurant staff on assumption that they will tell the
person that they are in the non-smoking area
c) Point out to them very politely that this is a non-smoking part of the
restaurant.
15) A work man comes to your house and charges what you believe to be
a grossly excessive amount for just 15 minutes of work. Which of the
following is most likely to be your reaction.
a) Say that you don’t feel able to pay what they have asked and tell them
what you think would be a reasonable amount for the work carried out
b) Say nothing but make a mental note not to use that workman again.
c) Say, Are you sure, it seems a lot? However, if they insist, pay up
reluctantly and put the episode down to experience
16) Your boss asks you to complete a project to a deadline you feel is
unreasonable and impossible. How are you most likely to handle this
situation?
a) Burn the midnight oil in order to complete the project on time and
impress your boss
b) Reluctantly accept the deadline knowing that you may be late in
completing
c) Try to convince your boss that you need more time in order to complete
the project to the highest standard.
20) Which of the following do you believe is the most effective way to
start a sentence?
a) I feel
b) I suggest
c) I understand
OPTIONS A B C
22) You are asked to plan a social event, but then someone else starts to
take over, which undermines the work you are doing. how are you likely
to take this situation?
a) Do nothing and put up with the situation
b) Politely make it clear that it is you who has been asked to organise the
event.
c) Suggest they take over the running of the event from yourself, If that’s
what they prefer
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
TOTAL
BEHAVIOURAL ACTIVITY
A B C
50
0
CHART OF BEHAVIOUR
COMUNICATION SKILLS
AGGRESSIVE (A)
SUBMESSIVE (B)
ASSERTIVE
ART OF PRIORITIZATION
Prioritization or compartmentalization is a processes in which organising
the work before executing is carried out based on its importance and
urgency. A better plan always leads to successes. A plan to prioritization
always involve two important factors that is URGENT AND
IMPORTANT.
1
2
CRISIS
PREPRATION
PRESSING PROBLEMS
PLANNING
DEADLINE DRIVEN
PROJECTS, RELATIONSHIP
BUILDING
MEETINGS,
TRUE RECREATION
PREPRATIONS
3
4
INTERRUPTION, PHONE
TRIVIA,
CALLS,
JUNK MAIL
MAILS,
PHONE CALLS
REPORTS,MEETINGS,
TIME WASTERS
PRESSING MATTERS,
"ESCAPE ACTIVITIES"
POPULAR ACTIVITIES
QUADRANT 1
QUADRANT 2
This quadrant include activities that are “important, but not urgent.” This is
where everyone ought to be. Here we take both personal and professional
aspects of life into consideration. We not only get our work done but we also
work towards developing and enhancing our effectiveness in all aspects of life.
The more we are in this quadrant the more is our ability to do. Ignoring the
activities in this quadrant result in increasing the quadrant 1 activities which
create stress, burnout and crisis after crisis for the person involved.On other
hand if we are in this quadrant most of the time, we do not have to get in the
quadrant 1.
QUADRANT 3
Quadrant 3 is the illusory image of the quadrant 1. Here the activities are
“urgent but not important”. Activities in this quadrant sound very important to
us, but are usually important to someone else. Our delusional thinking also
compels us to think that just because the things are urgent, they are important
too. Typical activities falling in this quadrant are, attending the drop-in visitors,
any phone calls, and needless meetings and brainstorming sessions.
QUADRANT 4
CONGRATULATIONS
TYPES OF MARKET
CONSUMER
SOFTWARE
FACTORIES SCHOOLS HOUSES/ VILLAS
FIRMS
PRIVATE
LOGISTICS COLLEGES CONFERENCE IT COMPANIES
HALLS
THUMB RULES
Thumb rules are the approximate value to the accurate calculations.
Thumb rules are usually used to get an estimate value of the given work
however, the final value depends on the perfect calculations.
Some of the important thumb rules are given in the list below, however
these are not the final values as the calculations are important to get the final
exact total value.
Advantages of thumb rule is that when we take an project and using this
thumb rules we can calculate the approximate value of a project, however it is
appropriate not to consider the thumb rules as the final exact values and go
ahead with the project as the exact calculation plays a major role in the project
finalisation.
ESTIMATION
The estimation is the field of taking an approximate value for the
material required for the project and its costing there is always a 5% +/-
allowance to the estimated value of a project. Thumb rules play an important
role in estimating the project value as they are the stand method of general
assumption after continuous Woking on similar project. It is not necessary that
the thumb rules should match the final exact estimated value but can be near to
the final value.
TENDERING
Tender is the detail description of a project. It consist of the rules and he
procedure that should be followed to execute or achieve the project goals,
usually the tender is prepared by client or consultant. The tender should be read
carefully as it contains the details and spec of the material and product brand
required by the consultant or client and their approved products can only
participate in the project bidding. A general tender consist of a technical and
financial bid.
BIDDING
Bidding is a document in which all the financial details related to a
project requirement are filled and submitted to the client or consultant. There
are two typed of bid.
1) Technical bid
2) Financial bid
TENDER SUBMITTION
After fulfilling the details of the tender the tender is divided into two
parts that is technical bid and financial bid and submitted in given time to the
client the least estimated value of the contractor or lowest cost bidder is
awarded with the project the decision is taken based on the technical as well as
the financial accuracy of the bidder.
ACTION PLANNING
SUCCESS SEEMS TO BE
CONNECTED WITH
ACTION.SUCCESSFUL
PEOPLE KEEP
MOVING.THEY MAKE
MISTAKES,BUT THEY
DON’T QUIT.
CONGRATULATIONS