Business etiquette and common spoken English etiquette

Business etiquette. Telephone etiquette

Common polite expressions when answering and making phone calls

1. Hello! This is the ××× Department (room) of Chuanhai Industry and Trade. Who are you looking for?

2. This is me. Who is this, please? Go ahead.

3. What can I do for you? what can I do for you? )

Don't worry, I'll do my best.

You're welcome. This is what we should do.

6. Comrade 6.XX is absent. Can I take a message for you? Would you please call back later? )

7. Sorry, please consult XXX's department (office) for this kind of business. What are their numbers? . (Comrade XXX is not a telephone number. What's his (her) phone number? )

8. You have the wrong number. This is the department (room) of Chuanhai. It doesn't matter. ?

9. Goodbye! (Same as the following)

10. Hello! Excuse me, are you XXX company?

1 1. This is the XX department (room) of Chuanhai. What's your name?

12. Please help me find Comrade XXX.

13. Sorry, I dialed the wrong number.

14. Excuse me, this question? Please leave your contact number and we'll get back to you as soon as possible, okay?

Data: telephone skills to make the work go smoothly!

1. Call yourself if you are late or ask for leave; ?

2. Go out to work and contact the unit at any time; ?

3. When going out on business, you should inform the destination and telephone number; ?

4. If the visit time is delayed, contact the other party in advance; ?

5. After the document is transmitted by fax, contact by phone; ?

6. Don't tell others your colleagues' home phone number easily;

7. Pay attention to borrowing another company's phone. Generally, you should not borrow another company's phone for more than ten minutes. Under special circumstances, if you have to answer the phone for a long time, you should first get the consent and understanding of the other party.

Second, business reception etiquette

Daily reception work:

1, welcome etiquette

(1) Greet visitors immediately: it should be recognized that most visitors are very important to the company, and they should show a warm, friendly and willing attitude. If you are typing, you should stop immediately. Even if you are on the phone, you should nod to the visitors, but you don't have to stand up to greet or shake hands with them.

(2) Greet guests actively and enthusiastically: When greeting, you should nod gently and smile. If you are a guest you already know, your address should be more cordial. Reception of strange guests: when a strange guest comes, be sure to ask his name and the name of the company or unit. You can usually ask: What's your name, please? Which company are you from?

2, reception etiquette-reception guests should pay attention to the following points:

(1) When the person in charge the guest is looking for is not available, it is necessary to clearly tell the other party where the person in charge has gone and when he will return to the company. Please leave your phone number and address, and make it clear whether the guests will come to the company again or our responsible person will go to another company.

(2) When the guests arrived, for various reasons, our responsible person could not meet them immediately. We should explain the reason and waiting time to the guests. If guests are willing to wait, they should be provided with drinks and magazines, and if possible, they should change drinks from time to time.

(3) The receptionist should have correct guiding methods and postures to guide the guests to their destination. Corridor guidance method: the receptionist should coordinate the steps before the guests take two or three steps to let them go in. Guidance method in stairs: When guiding guests upstairs, guests should be allowed to walk in front and receptionists should walk behind. If you go downstairs, the receptionist should walk in front and the guests should walk behind. When going up and down the stairs, the receptionist should pay attention to the safety of the guests. Living room guidance method: when the guest enters the living room, the receptionist signals with her hand and asks the guest to sit down. After seeing the guests sit down, you can nod and leave. If the guest takes the wrong seat, please ask the guest to change (usually the next seat is on the side near the door).

3. Receive uninvited guests:

Don't directly answer whether the person you are looking for is there when the guest has no scheduled visit. Instead, tell the other party: "Let me see if he is here." At the same time, he politely asked the other party's purpose: "What do you want with him?" If the other person doesn't give you a name, be sure to ask, and try to judge whether you can see your colleagues from the guest's answer. If the person the guest is looking for is a company leader, it should be handled with more caution.

It's been a long time since I last saw you. I asked someone to help me. I asked for help when I first saw you for a long time. I ask for convenience. I asked for help. I praised people's opinions. I ask people to forgive me. I ask people to forgive me. I let others say that they have a good impression on each other's letters. I let people criticize me. I said I congratulated people on their age. I call them teachers and congratulate them on their longevity.

Third, the use of basic service terms for salespeople

Basic terms of service

In the business process, we should pay attention to the correct use of service terms everywhere. Service language is the basic tool of business work. How to make each service language play the best role must pay attention to the artistry of the language.

◆ Say "welcome", "welcome" and "hello" when welcoming guests.

Say "thank you", "thank you" and "thank you for your help" when thanking others.

◆ Say "I understand" and "I understand, please rest assured" when accepting customer orders.

◆ If you can't receive the customer right away, say "Please wait", "Please wait" and "I'll be right with you".

◆ Say "Thank you for waiting" and "Sorry for keeping you waiting" to the waiting customers.

◆ When disturbing or causing trouble to customers, say "I'm sorry", "I'm really sorry", "I'm sorry to bother you" and "I'm sorry to bother you".

◆ Say "I'm sorry" and "I'm really sorry" when apologizing.

When customers thank them, they say "Please don't mention it", "You're welcome", "It's my pleasure to serve you" and "This is what I should do".

◆ The customer apologizes to you and says "nothing", "nothing" and "nothing".

◆ When you can't hear the customer's question clearly, say "I'm sorry, I didn't catch it clearly, please repeat it" and so on.

Say goodbye to the guests, "Goodbye, have a safe trip" and "Goodbye, welcome to come again next time".

When you want to interrupt a customer's conversation, say, "Excuse me, may I take up your time?" "Sorry for the delay of your time" and so on.

In business reception, the use of polite language should be conscious, active, enthusiastic, natural and skilled. The most basic polite expressions such as "please", "hello", "thank you" and "sorry" are closely combined with other service expressions, adding gorgeous colors to our business work.

□ Not indecent, not scratching in public, not yawning or stretching at will, not spitting, not looking in the mirror in public, not playing with mobile phones at will, and not despising customers. Thank you!

Common spoken English etiquette 1. What is the "first custom" of the international community?

What is the first custom recognized by the international community? "Ladies first". Ladies first.

2. What is the "three A" principle in social interaction? What does the "Three A Principles" mean in social interaction?

Accept, admire, admit to accept each other, value and appreciate each other, praise and admire each other.

3. What does top mean in international etiquette? In international etiquette, what three principles does top refer to?

Time, purpose and place time, purpose and place.

When you talk with people from western countries, you should avoid eight topics. What are they? What eight topics should be avoided when talking with westerners?

Age, marital status, salary, experience, address, personal life, religious beliefs, politics and views on others. Age, marital status, income, experience, address, personal life, religious beliefs, political views, views on others.

Which three words are the most common in social life? Which three words are most commonly used in social situations?

Thank you. Please forgive me. Thank you. I'm sorry. Please.

6. What are the requirements for appearance in social occasions? What are the requirements for appearance in social occasions?

Natural harmonious beauty is natural harmonious beauty.

Can you tell us the general rules of greeting? What are the general rules of greeting?

The man says hello to the woman first. Men greet women first.

Young people say hello to older people first. Young people pay tribute to the elderly first.

Employees say hello to employees. Subordinates should pay tribute to their superiors.

8. If you want to visit a foreign friend, what will you do first? What should you do first if you want to visit a foreign friend?

You'd better make an appointment by phone first. You'd better call to make an appointment.

9. How would you dress up for a formal party? How to dress for a formal party?

Evening dress or suit.

How many colors should all your clothes have on formal occasions? How many colors should a person wear on formal occasions?

No more than three. It is best not to exceed three kinds.

1 1. What kind of shoes should men wear on formal occasions? What kind of shoes should men wear on formal occasions?

Black leather shoes. Black leather shoes.

12. Can men wear white socks with black shoes on formal occasions? Can men's black leather shoes be matched with white socks on formal occasions?

No, he can't.

If the suit is buttoned, where should the tie clip be? When buttoning a suit, which two buttons of the shirt should the tie clip be sandwiched between?

Between the second button and the third button of the shirt. It is sandwiched between the second and third buttons of the shirt.

14. If the suit is unbuttoned, where should the tie clip be? When the suit is open, which two buttons of the shirt should the tie clip be sandwiched between?

Between the third button and the fourth button of the shirt. It is sandwiched between the third and fourth buttons of the shirt.

When your foreign friend says, "Your new clothes are really beautiful." What should you say? When your foreign friends say to you, "Your new clothes are really beautiful!" What should you say?

You should say, "Thank you, I'm glad you like it." You should say, "Thank you. I'm glad you like it."

Which side should you stand on when taking the escalator? Which side should I stand on when taking the escalator?

You should stand on the right. Leave the left side to those who are in a hurry. You should stand on the right and leave the passage on the left for people in a hurry.

How do people get to know each other at large parties? How do people get to know each other at large parties?

By introducing yourself. By introducing yourself.

18. How many minutes should I take to introduce myself? When introducing yourself, how long is appropriate?

Half a minute, no more than a minute. Half a minute, no more than a minute.