Training background

In modern society, people not only pay attention to etiquette and use etiquette, but also are required to abide by different etiquette norms in different occasions and positions. Under normal circumstances, the more formal the occasion is, the more important the person is, the more etiquette should be emphasized. Strengthen personal quality internally, shape organizational image externally and optimize interpersonal relationship. This course focuses on business etiquette norms that should be observed in international standards.

Training object

1. Service management personnel of various enterprises

2. Front line service personnel

3. Sales and reception personnel

Training income

At the end of this course, you will understand:;

1. Improve the etiquette accomplishment of sales personnel and promote to win customers

2. Understand the basic concept and behavior standard of etiquette service;

3. Master business etiquette norms and service skills, instill subtle service concepts, and improve service awareness;

4. Let students know how to create a professional image consistent with the enterprise, standardize behavior, and improve the enterprise image;

5. Master general etiquette and skillfully use it to improve communication skills in service reception

Training outline

1、 Only with courtesy can you travel all over the world

The connotation of etiquette

If you don't understand etiquette, you will miss many noble people

How can people respect you if you only talk about "etiquette" instead of "etiquette"

How to use etiquette to control interpersonal relationship

2、 A good image wins a good future

When we meet for the first time, people will remember you all of a sudden;

From a psychological point of view, the factors that affect the first impression are that you have no second chance to make a good impression;

High quality image condition, TPO principle;

Basic skills of women's professional dress:

Wearing skills of professional clothing, jewelry and other clothing;

Basic skills of men's business dress:

Selection and wearing methods of suits, shirts and ties;

Clothing colorology.

3、 Manners: professional and elegant professional manners

Remember: nothing can be uncivilized;

Sign language: read the other's heart through gestures;

Smile: the most gentle "weapon" to shorten interpersonal distance;

Standing: move each other with the most beautiful and elegant shape;

Sitting posture: stretch and be generous in silence;

Walking posture: walk on the water like the wind, naturally and calmly;

Squatting posture: elegant and graceful.

4、 Service skills and etiquette during work

Reception and meeting skills;

Civilized service language;

Address etiquette;

Introduce etiquette;

Handshake etiquette.

5、 Code of conduct and etiquette during work

Expression;

Eyes;

Facial expression;

The highest realm of smile;

Basic standing posture;

Basic standing posture, standing posture waiting for customers, standing posture for guests, and standing posture during service;

Poor standing posture;

Welcome customers (preparation, attention and welcome);

Receive customers (inquiry, guidance, assistance, objection handling);

Send off customers (goodbye);

Arm posture;

basic principle;

Common gestures;

Wrong gesture.

6、 Language etiquette: the art of government communication

Time to answer the phone;

Expression and sound transmission;

Language specification for telephone communication;

The art of rejection;

Script practice;

Choose a suitable contact method;

The other party can "see" your face when you call;

Be proactive when making phone calls;

What if the other party is busy;

If you don't understand mobile phone etiquette, you will be out;

Can I answer the phone for others;

I also said, "always contact me if you have anything to do";

Conversation Etiquette: cross polite words;

Email etiquette.

7、 Government affairs etiquette: grasp "degree" and gain respect from the other party with affinity

Professional reception attitude;

Addressing others: we should also master good skills in expressing respect;

Self introduction: the focus of introduction should be different in different forms;

Introduce others: from courtesy to friendship;

Introduce business: I have none, I am excellent, and I am new;

Exchange business cards: build your own network while respecting others;

Handshake: actively convey your initiative and enthusiasm;

Travel, stairs, escalators, elevators, riding etiquette.

8、 Three magic weapons to win customers' trust -- help you stand out in the workplace

Etiquette overview: what is etiquette, why should we learn etiquette and establish a correct concept of etiquette;

The way to make a good impression on people will increase your life chips;

Appreciation discussion: where does charm come from? Career level and life level;

Discussion: three magic weapons to win customers' trust;

Abide by professional ethics and pay attention to the construction of spiritual civilization;

The correct role orientation will pave the way for quality service.

  NOA|挪亚2022年课程计划.pdf