Detailed business etiquette norms

Lead: courtesy comes from vulgarity, and vulgarity turns into courtesy. Do it in business communication? Restrain yourself and respect others? Only in this way can people communicate more easily and happily. The following are the business etiquette norms I brought to you, hoping to help you.

1 purpose

In business activities, in order to show mutual respect, it is necessary to restrain all aspects of staff in business activities through some codes of conduct, standardize staff's behavior in business activities, enhance personal professional image and professionalism, and establish a good personal and corporate image. In order to improve customer satisfaction and reputation, and ultimately achieve the purpose of improving the economic benefits of enterprises, this system is formulated.

2 Scope of application

This system is applicable to all employees who need to carry out business activities, including all employees in sales department, pre-sales department and after-sales executive department, products and R&D personnel who participate in business activities.

3 Overview of business etiquette

Business etiquette is the etiquette that people should follow in business activities and the established code of conduct. It is a general requirement for people's gfd and manners in business activities.

Good business etiquette can:

Show personal good conduct, show the company's good business image and win the respect of the other party;

It is conducive to creating a good business communication atmosphere and establishing a harmonious cooperation foundation;

Improve work efficiency and avoid mistakes;

Avoid losing business due to unpleasantness or controversy;

Ensure the effectiveness and efficiency of business activities.

4 etiquette of visiting customers

4. 1 First visit

The customer's first impression of you depends on the appearance, clothes and manners of the salesperson. Although it is often said that you can't judge a person by the first impression, our customers often judge you by the first impression, which determines whether the customers are willing to give you a chance to continue talking. Then the salesperson should make a good impression on the customer at the first visit.

First impression.

Preparation before the visit

Make an appointment with customers by phone before visiting, and go to the appointment on time;

Before meeting with customers, you should tidy up your appearance, keep your breath fresh, spray or chew gum;

Business cards and required information should be prepared, and you can't look around in front of customers, which is unprofessional;

If it is very important, customers should pay attention to mute or turn off their mobile phones in advance.

Instrument requirements

Principle: clean, hygienic and natural.

Male employees: Pay attention to clean beard, clean teeth and fresh breath, ensure clean and tidy hair and avoid excessive hair.

Greasy, with a layer of dandruff on the shoulders, etc. Hairstyles should be well-regulated, and bright colors are not allowed; Nose should be clean and nose hair should not be exposed.

Female employees: The hair should be combed neatly, avoiding long hair, and the makeup should be elegant, simple and solemn, avoiding too much perfume smell.

Rich, don't be too fashionable in clothes, and don't wear revealing clothes.

Dress code: Dress must suit the time, place and purpose. Dress formally in business activities. Etiquette taboo

? Actions and sounds: scratch your ears and cheeks, dig your ears and nose, rub your eyes, rub dirt, manicure, pick your teeth and comb your hair; Cough,

Sneezing and yawning: cover your face sideways;

? Clothing and smell: tidy up your clothes and pants before public exposure;

? Don't button up when you go out of the bathroom, don't zip up, don't wipe your hands and don't splash water;

? The appearance and clothing fashion are exaggerated and the language is rude.

Dress code for male employees

Principle: solemnity, orthodoxy and maturity

Formal dress code for male employees:

Regardless of spring, summer, autumn and winter, male employees must wear suits, trousers, shirts, ties, belts and leather shoes. Suit: Choose a classic black, gray and dark blue suit with proper tailoring.

It is a solid color;

Shirt: choose a white shirt with good fabric;

Ties: Ties should be conservative, with traditional stripes and geometric patterns. Pay attention to suits and shirts.

Colors should be coordinated;

Shoes: shoes are black leather shoes with laces, which are kept clean and bright;

Socks: socks should be dark, and it is forbidden to wear black leather shoes with white socks;

Jewelry: bring less jewelry, except that the watch is as simple as possible;

Briefcase: It is best to wrap the briefcase in black leather.

Male employees dress taboo:

? Wear a shirt, roll up your sleeves, don't wear a tie, and don't button other buttons except the collar button;

? Wear shoes other than leather shoes (such as sandals, cloth shoes, travel shoes, sports shoes, slippers, etc. );

? Carry an informal bag, such as a wallet.

note:

? Shirts must be ironed without wrinkles before wearing them;

? It's best not to wear the same shirt to meet customers for two consecutive days (especially in summer).

The overall requirement of wearing a suit: the trinity law? Leather shoes, belts and purses should be the same color.

Dress code for female employees

Dress code for female employees:

Wear formal clothes when visiting customers, and suits are the first choice;

You need a computer bag or an ordinary bag to hold things.

Dress taboos for female employees:

? Avoid wearing a black leather skirt;

? Avoid barefoot in formal occasions;

? Wear stockings for short skirts and socks for trousers to avoid three legs;

? Suits are not allowed to be too big or too small;

? Dislocation of buttons is not allowed;

? Don't wear petticoats;

? Do not wear collarless, sleeveless, low neckline or tight clothes;

? Socks should not be damaged, bring spare socks;

? Don't wear high heels or too thin heels;

? Don't wear sandals, sneakers or open-toed slippers.

? Ornaments are few but fine.

Implement the department dress code

The staff of the implementation department should show corresponding professional quality when contacting with customers, and should follow the daily affairs of the company.

In order to regulate themselves, dress up capable, simple and not fancy;

In summer, I don't wear casual clothes, such as sandals, sandals and shorts.

Etiquette in the process of visiting

When visiting, be polite and pay attention to the details of general communication. Sitting posture, standing posture, standard handshake, handing in business cards, and saying goodbye to the host and other guests when leaving. Goodbye? 、? Thank you? ; What should the customer say when sending it? Please go back? 、? Stay? 、? Goodbye? .

4. 1.6. 1 handshake

The principle of shaking hands

Look into each other's eyes at the same time;

Strong but not painful;

It lasts about three seconds;

Only shake it two or three times;

Start and end neatly;

Don't always hold each other's hands when introducing.

general requirements

Ladies' grip position: index finger position

Men's grip: the whole palm

Order of reaching out: distinguished people reach out first.

Hold hands before bending over.

Handshake sequence

Between men and women, women are preferred;

Between the young and the old, the old is preferred;

Between the superior and the subordinate, the superior comes first, and the subordinate bends down to hold hands;

Welcome guests, the host is preferred;

Send away the guests, the guests come first.

Handshake taboo

? Hold something in your left hand or put it in your pocket when shaking hands;

? Don't rush in sequence;

? Men wear gloves (women can wear thin gloves in social situations);

? Wear sunglasses (except for eye diseases or eye defects);

? Shake hands with the opposite sex with your left hand or both hands;

? Pushing the old, shaking up and down, pushing too hard, too polite;

? Hands, dirty and wet, wiped on the spot;

? The man took the initiative to propose marriage to the woman.

4. 1.6.2 business card etiquette

Preparation of business cards

Don't put business cards with wallets, notebooks, etc. In principle, use business cards;

Business cards can be put in coat pockets (but not in trouser pockets);

Keep the business card or business card holder clean and flat;

Hand over a business card

Order: subordinates or visitors are preferred, introduced first;

Hand in the business card with both hands: the business card faces the other side;

What should I say when handing over my business card? Please take care, okay? 、? Please give me more advice? Such as' greetings;

When exchanging business cards, you should hold the business card in your right hand, and then hold it with your left hand after receiving the other party's business card. Accept business cards

Must get up and collect business cards;

Receiving by the applicant;

Don't mark or write on the received business card;

Don't fiddle with the business cards you receive;

When receiving the business card, read it carefully;

Don't leave the other party's business card on the seat, or accidentally leave it on the ground when storing it;

Look at the other person's position, name, etc. ;

If you are difficult to understand, ask in advance or directly to avoid making jokes;

In the conference room, if most people exchange business cards with each other, they can arrange business cards according to each other's seats;

During the meeting, you should address the other person's position and title, such as? Manager x? 、? Professor x? Wait a minute. When there is no position or title,

Weighing? Mr x? 、? Miss x? Waiting to try not to use it? What about you? Words, or by name.

Time, method and way of exchanging business cards

Don't force your business card on every executive you meet, unless he takes the initiative to ask you for it;

When the boss is around, don't submit your business card first, and then submit your own business card when the boss submits his own;

Don't hand out your business card too early, especially in the face of complete strangers and casual acquaintances;

When going out to visit, submit your business card after being introduced by your boss;

Don't give people defective, expired or dirty business cards;

Generally, business cards are not exchanged during meals.

taboo

? Put your hands on your left hand, back, stand upside down, and hold your fingers over your chest.

4. Introduction to1.6.3

self-introduction

Greet each other before introducing yourself;

Clear, frank, slow and fluent without showing off.

Introduce others

Principle: the person who mentions the name first is respected;

Manners: standard standing posture, palms and fingers together, palms up, pointing to the introduced person.

The order of introducing others

Introduce young people to the elderly;

Men are introduced to women;

Be introduced to a higher position;

Unmarried people are introduced to married people;

Introduce people who are familiar and close to you to people who are unfamiliar and unfamiliar.

At the end of the first visit, the visitor should reconfirm whether the main purpose of this visit has been achieved, then describe the purpose of the next visit to the customer and agree on the time of the next visit.

Follow-up after the visit

After the visit, the sales staff should do a good job of collecting information and submit a detailed CVR form in time to avoid

If there are any omissions, the salesperson can prepare the recording equipment before the visit. Please refer to the latest usage template sent by CVR template sales assistant;

Send an email to the customer to express gratitude, agree on the next visit time and describe the purpose of the next visit;

After the visit, we should pay attention to project follow-up, keep in touch with customers and keep abreast of customer trends.

5 business banquet etiquette norms

5. 1 formal banquet

A formal banquet is a grand and formal banquet. In order to show respect for customers, it is often an elaborate dinner held in a relatively high-end hotel or other specific place, paying attention to ostentation and extravagance and atmosphere.

Banquet preparation

Determine the purpose, name, scope and form; When it is necessary to entertain customers, the sales staff will send messages according to the standard.

Ask the sales manager for instructions, and the short message should include the project name, the position and name of the host; Reception level, reception number, etc. Can only be carried out after approval;

Determine the time and place of the banquet; The location of the banquet should consider elegant environment, complete facilities, excellent service and delicious dishes. Pay attention to dress when eating, and male employees should wear formal clothes. The colors of formal clothes should generally be monochrome and dark, and the most

The pattern is good, and female employees should avoid leisure and sportswear;

The sponsor sends an invitation to the customer, usually confirming with the customer by phone;

Sponsors should arrive in advance, wait at the door and guide customers;

Before entertaining customers, ask them in advance what kind of cuisine they like to eat, what kind of food they are afraid to eat, and the direction of life and accommodation.

The selected restaurants are generally places where customers' life and work are relatively convenient (except special customers);

If the customer is a local and is very familiar with this place, you can ask the customer for advice and let the customer choose the banquet place; Banquet venues should consider whether customers have smoking habits, and generally choose restaurants with private rooms.

Chinese table manners

General principle:? Respect for rights? Far is the best? Facing the door for honor?

? Figure 1: seating diagram of the middle table.

Use of chopsticks

Don't taste it

Nonspanning

Not inserted

No dancing

Seating arrangement, table manners of western food

lady first

Respect rights.

Face to face is the top.

Cross zoning

Figure 2: Seating map of western-style dining table.

? Figure 3: Layout of Western Tableware

Banquet etiquette

? Go to dinner on time, not too early or too late, 5 minutes in advance is appropriate;

? The seat position is subject to the arrangement of the host. The man sets the chair for the lady, and the lady sits down and then sits by herself.

? Generally greet people at the same table (nod, raise your hand, shake hands) and speak at the dinner table to take care of everyone; ? Use public chopsticks when picking up food for guests, and don't use your own chopsticks to pick up food for others;

? The host makes a short speech before eating, and leaves after the host announces the end;

? Clap your hands when you accept other people's wine, water and drinks? Thank you? ;

? Drink in moderation, toast in moderation, and don't be forced;

? When you leave, you should thank the host for his warm hospitality.

? Before it was their turn to propose a toast, the leaders drank to each other. When toasting, they must stand up and raise their glasses with both hands.

? Many people can respect a person, but no one can respect many people;

? Respect others. If you clink glasses, how much you drink can depend on the situation.

? Respect others. If you clink glasses, say, I'll finish it, and you can be generous.

? Add more wine to leaders or customers, and don't blindly drink to leaders;

? Touch the wine to toast. When toasting, the glass is lower than others.

5.2 Informal banquet

Informal parties are usually lunch and dinner. Relatively simple and flexible, usually simple in form, not paying attention to scale and grade. Generally speaking, dress, seating arrangement and the number of dishes are often not too demanding.

Matters needing attention in informal banquet

? When booking a restaurant in advance, there are several points that need special attention. First, explain the number and time; ? Dress appropriately when receiving customers, and don't wear casual clothes or sportswear;

? Call the customer one day in advance to confirm the invitation;

Precautions for dining

? It is not advisable to make noise when eating (such as drinking soup);

? It is not advisable to chatter with food in your mouth;

? Don't burp;

? Don't give people food easily;

? Respect the local food culture (just be decent, you don't have to eat the same food as the guests);

? When ordering food, you must respect the opinions of the guests;

? It is not advisable to leave the table for a long time when eating;

? Try not to let the knife and fork touch the plate and make a sound;

? Try not to hand over business cards on the dining table;

? Don't spit food scraps, stones or bones directly on the desktop, plates, trash cans and the ground; You should spit paper towels; ? Don't blow the soup with your mouth when it is too hot, and drink it when it is slightly cold;

? Don't be picky when cutting vegetables, don't stand and cut vegetables;

? Turn your head to the right when coughing, and cover your mouth with a handkerchief and napkin;

? Cover your mouth with your other hand when you pick your teeth? Dental food? Wipe off with a napkin;

? Don't mention disgusting topics during the dinner, let alone make a loud noise;

? Don't pick your teeth with your nails;

? Smoking should be approved by the people around you, and the ash should be put in the ashtray;

5.3 Coffee etiquette

Add sugar and cube sugar first, put it on the spoon first, and then gently put the spoon in the cup to prevent the coffee from overflowing the cup; If it is sugar, it can be added directly.

It should be noted that:

? The spoon for drinking coffee is used to stir coffee, so you can't drink it.

? After the coffee is stirred, put the spoon on the tray;

? When drinking coffee, don't pick up the tray, but sip it.

Line 6 etiquette

6. 1 cycling

When there is a driver, the driver's rear right side is the upper position, the left side is the second, the middle is the third, and the passenger seat is the smallest; When the owner drives, the passenger seat is on the top, followed by right, left and middle;

Open the door for customers and ladies;

The driver is a husband and wife, and the seat next to the driver's seat should be taken by the hostess.

6.2 Up and down stairs

In the absence of special reasons, it is recommended to drive in a single lane, with the front facing up and the right side.

note:

Ladies who receive short skirts should be allowed to stay;

Take the designated stairs to reduce the stay on the stairs.

6.3 elevator

When the elevator is unattended, guests should be invited to enter last and exit first (to call the elevator and control the switch).

Get into the elevator before the guests and hold it down? Open? Button, please enter the elevator;

When you reach the target floor, hold it down. Open? Button, please the guests first;

There is also an upper position in the elevator, and the more you go inside, the more distinguished you are;

Those who enter the elevator first should take the initiative to hold down the button to prevent people from being caught in the elevator, help those who are inconvenient to press the button, or please say goodbye softly.

When someone helps to press the button, avoid asking others to press the button by patting others on the shoulder or other physical contact, and don't reach over several people to press the button;

Never smoke in the elevator, and don't talk loudly or laugh;

When there are many people in the elevator, the last person should stand facing the elevator door, so it is more convenient to take the initiative to move out when stopping on the floor.

The others stepped out of the elevator.

7 supervision and punishment

7. 1 supervision mode

After receiving the customer's complaint, the company's personnel shall promptly feed back the information to the processing center and explain the reasons for the customer's complaint. The process center is responsible for understanding the specific situation, giving certain punishment and informing it within the company.

7.2 Penalty clause

The staff did not follow the rules of business etiquette in their business activities and did not strictly demand themselves in accordance with the above provisions.

Give 1 a warning when the leader finds out, peers find out or customers complain, and conduct informed criticism within the company.

;