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Selling and Negotiation
Selling and Negotiation
Selling and Negotiation
GROUP MEMBERS
Ayush Dixit Disha Bhuptani Mansee Prabhuajgaonkar Reeta Nadar Shubhangi Ahire Snehal Dolas Steffi Fernandes
INTRODUCTION
WHAT IS ETIQUETTE ? ETIQUETTE IN SIMPLER WORDS IS DEFINED AS GOOD BEHAVIOUR WHICH DISTINGUISHES HUMAN BEINGS FROM ANIMALS. ETIQUETTE REFERS TO BEHAVING IN A SOCIALLY RESPONSIBLE WAY. HUMAN BEING IS A SOCIAL ANIMAL AND IT IS REALLY IMPORTANT FOR HIM TO BEHAVE IN AN APPROPRIATE WAY. ETIQUETTE REFERS TO GUIDELINES WHICH CONTROL THE WAY A RESPONSIBLE INDIVIDUAL SHOULD BEHAVE IN THE SOCIETY.
DEFINITION OF ETIQUETTE
ACCORDING TO OXFORD DICTIONARYCUSTOMARY CODE OF POLITE BEHAVIOUR IN A SOCIETY IN FRENCH IT IS A LIST OF CEREMONIAL OBSERVANCES OF A COURT
TYPES OF ETIQUETTE
SOCIAL ETIQUETTE CORPORATE ETIQUETTE WEDDING ETIQUETTE MEETING ETIQUETTE TELEPHONE ETIQUETTE EATING ETIQUETTE BUSINESS ETIQUETTE
What is telephone?
The telephone, colloquially referred to as a phone, is a telecommunications device that transmits and receives sounds, usually the human voice. Telephone was developed in mid -1870s by Alexander Graham Bell and others. Telephones are a point-to-point communication system whose most basic function is to allow two people separated by large distances to talk to each other. The word "telephone" has been adapted to many languages and is now recognized around the world.
DEFINITION OF TELEPHONE
A SYSTEM FOR TRANSMITTING VOICES OVER A DISTANCE USING WIRE OR RADIO,BY CONVERTING ACOUSTIC VIBRATIONS TO ELECTRICAL SIGNALS. OR AN INSTRUMENT USED AS PART OF SUCH A SYSTEM,TYPICALLY INCLUDING A HANDSET WITH A TRANSMITTING MICROPHONE AND A SET OF NUMBERED BUTTONS BY WHICH A CONNECTION CAN BE MADE TO ANOTHER SUCH INSTRUMENT. ::-AS PER OXFORD DICTIONARY
Communication by telephone:Effective telephone communication involves the combination of good verbal skills with unobtrusive telephone technique. Even the smoothest talker can be off-putting if they have poor telephone technique. Conversely, an excellent telephone technique will not compensate for poor verbal communication skills. The key to success is in finding a balance between the two.
Telephone Etiquette
Promptness is most important Politeness & usage of proper words. Smile when you speak. Show that you are tuned in and attentive Keep your cool and be patient
Greet Concentrate Use simple language Take notes Visualize the speaker Use conversation cues Listen carefully Summarize End the call politely
Cont.
Leaving a voicemail
Include your name, number and companys name
Ask permission
Speaking with the person on phone is more important Switch off the cell phone during meeting, lectures & theatres
Cont.
Cont..
Transfer the call directly to the desired person. Tell them whom you are transferring them to
Callers name, phone no., date and time. Repeat the message to the caller.
Ending conversation
Leave the conversation open Tell the person how much you enjoyed talking with him.
Telephone Etiquette
Telephone Etiquette
TURN YOUR CELL PHONE RINGER OFF Build as habit. When entering a meeting, training class. Especially at place where the purpose of your visit would be interrupted
Telephone Etiquette
in public .
Telephone Etiquette
NO DISTRACTION
Not allow yourself to be distracted by other activities. Such as rustling papers, chewing and eating, working on the computer, or speaking with someone else. Do not use a hand held cell phone while driving.
What is Negotiation?
When two or more parties are doing business and would like to arrive at the solution with respect to price or quality. When business risks involved cannot be accurately pre-determined. When a long period of time is required to produce the items purchased.
Types of Negotiation
Distributive Negotiation Integrative Negotiation Principled Negotiation
Distributive Negotiation
Known as competitive Negotiation Win-Lose Negotiation Tug Of War Negotiation
Integrative Negotiation
Known as Collaborative Negotiation Important to understand each others requirements Co-operative approach to mutual problem solving Win-Win Negotiation
Principled Negotiation
Known as Interest-Based Negotiation More Practical approach to negotiation Based on Problem solving negotiation Negotiation process focuses on fair needs and not the desired wants
Tips of Negotiation
Don't be afraid to ask. Never negotiate against yourself Get it in writing. Prepare. Determine the extent of the other side's authority Know your bottom line
Cont.
Establish a fall-back plan. Listen to the other side. There is no substitute for discussion. Avoid form contracts.
Here are some telephone techniques that can help raise your closing ratio on the phone
With more and more companies moving to telephonic negotiation programs to boost productivity and reduce costs, being able to negotiate effectively over the phone is a must.
SITUATIONAL EXAMPLES
When calling a general number: - May I speak with Marina Smith? - Hello, this is John Block calling for Marina Smith. - Is Marina Smith in? (informal) When the person answers the call directly: - Hi Marina, its John calling. - Good afternoon, Marina. This is John Block from ABC company calling.
- Can you please spell that for me? - How do you spell your last name? - And that company name again was, JAQ Industries? - Let me repeat your information to make sure I got it right.
Ending a conversation
- Its been great talking with you. Ive got another meeting now so I better run. - Thanks for calling. Ill speak with you again soon. - Ive got another call coming in. Good talking to you. - I better let you go. - Its 5 oclock already. I better let you go. Nice to see we cracked a deal .Thank you sir.
- Hello, this is Marina Smith calling to follow-up regarding your order with XYZ company. Can you please call me back at 999-344-3344. - Hello, this is John Block from ABC. Im calling regarding the upcoming conference in Miami. Ill try you again later today. - Hi, its Marina. Please call me back when you get a minute. (informal)
SPELLING OUT NAMES OVER THE PHONE. Often you will need to spell something out over the telephone, such as a last name.
- My last name is Czarnek. C as in cat, Z as in zebra, A as in apple, R as in Robert, N as in Nancy, e as in egg, K as in king. - My registration number is 459N4AF. Thats 459, N as in Nancy, 4 A as in Apple, F as in Frank.
The fading signal - Im sorry, Im losing you. Can you call me back? - I can barely hear you. Let me call you back on my other phone. - Were breaking up. Im having trouble hearing you. Let me call you back later. The lost call - Hi, its Marina again. Apparently we got cut off. - Hi, its John again. Sorry I lost you. My cell phone dropped the signal.
CASE-STUDY
Mr and Mrs Ohner live in Tennyson two streets back
Across the road (1 street from the beach) the rundown block of yellow brick flats has become completely vacant, is unkempt and two hand painted signs have been placed on the front wall which read "for sale call 8855 7373.The Ohners have been watching the
What would be your response to their keenness of buying your property? 1. You will ask for high rates as compared to the original rates to take the opportunity of their keenness. 2. Asking slightly above the reasonable rate, seeing their keen interest in your property. 3.Charging a reasonable rate as per actual rates of land.
Conclusion
Telephone Negotiation Skills teaches the telephone sales negotiation process and how it is influenced by the behavioral styles of all parties involved. We often have conversations over phone and it is very important that we pay attention to how you talk or behave' on phone. Proper business phone etiquette can make a positive impression on your callers. The business telephone etiquette that organization and its employees use directly reflects upon the image that their business portrays.