Modern social etiquette and eloquence

Chapter 18 Business Etiquette and Eloquence (3)
Holding things with both hands, arranging seats, standing up and answering questions, holding tea and shaking hands, meeting and saying hello, taking photos at a distance, exchanging business cards... all should pay attention to respectful expressions.Good posture is also the expression and extension of respect; smiling is a powerful means of expressing respect, and it is a common language in the world.Smiling at the right time will bring you and your customers good luck.Smiling can make people feel better, relieve stress, ease emotions, and create a friendly atmosphere.When people are in a happy mood, the conversation will be easy to carry out; the "three nos" should be adopted for the weaknesses and shortcomings of customers: don't look, don't listen, and don't criticize; Only such people can show their professionalism and self-cultivation.

If the first impression is positive and deep, it will have good results.Rebuttals, debates, tough tones, immaturity...all counterproductive.Don't forget to thank and return gifts to the introducer or the customer who recommended it again; respect the privacy of customers, and don't look at the customer's personal items and purses intentionally or unintentionally; , do not pay attention to small details; people are eager to be valued in their hearts, and take the initiative to think about customers. No matter what the background of customers, they should all be respected and valued.

[-]. The etiquette of handing over business cards

In daily life, it is extremely rude to point fingers casually.Because fingers are sharp objects, and sharp objects can hurt people. At the same time, using fingers to point at people has a provocative meaning, which will make people extremely disgusted and alert.Salespersons whose top priority is to eliminate customers' vigilance should never point their fingers or sharp objects at customers.

1. Pass business card

A salesman went to visit the general manager of a certain company. When handing over a business card, he held the business card between his index finger and middle finger and handed it to the other party. Unhappily, the business eventually went bankrupt.

Passing business cards pays attention to "bong", that is, to give away, and to show humility and respect.Here are 3 business card delivery methods.

(1) Put your fingers together, put the business card on the palm, clamp the left end of the business card with your thumb, and send it to the customer's chest respectfully.The name of the business card is reversed to the customer, so that the customer can read the business card forward without turning it over.

(2) Bend the index finger and hold the business card with the thumb and hand it over.At the same time the name is reversed to itself.

(3) Clamp the left and right ends of the business card with the index fingers and thumbs of both hands and offer them up.

The above three methods of handing business cards all avoid the taboo of "sharp fingertips" pointing at customers, among which the third is the most respectful.

Salespeople hand over business cards several times a day, and I hope those who want to become sales masters don't stick to this "section".

2. Receive business card

A business card is the specific carrier of a name, which represents a person's identity.Salespeople often have to accept business cards at work. Whether the way of acceptance is appropriate will affect the first impression to customers, so they must know how to accept business cards politely.Generally speaking, when accepting business cards, pay attention to the word "gong", that is, to be respectful and respectful. Specifically, there are 1 ways to accept business cards for reference.

(1) When empty-handed, it must be accepted with both hands.Just imagine how happy you will be if someone accepts your business card in this way.

(2) Read it over immediately after accepting it, and don't glance at it casually or show negligence.

(3) When you meet for the first time, sometimes you will accept several business cards at the same time. Be sure to remember which business card belongs to which Mr. or Ms. , and the opposite seat is the same.This kind of behavior will not be rude, but will make the other party think that you value it.

(4) Put the other party's business card on the table, and there are many people who are happy to chat and put things on the business card casually. They don't know that this will make the other party feel insulted, so be careful.

(5) If you really want to get the other party's business card, but the other party forgets to give it, this situation often occurs.If you cringe at this: "He won't give me a business card." That's not how a salesperson should think.Introverted and passive are the most unfavorable for salesmen, so you can ask the other party as much as possible. "Excuse me, if it's convenient, can you give me a business card." Doing so will not reduce the price, and secondly, it will improve the other party's status. There is nothing wrong with it.

The business card is a symbol of the other party's personality, and respecting the other party's business card is equal to respecting the other party's personality. When the other party feels your respect for him, it will inevitably increase his favor towards you.This will facilitate the promotion work.Therefore, whether you are polite when accepting a business card will directly affect your sales performance, and you must not take it lightly.

[-]. Don't argue with customers
Mr. Kissy Wootton had bought a suit in a department store, and it had disappointed him so much that the color of the jacket had stained his shirt-collar black.

Wootton took the suit and went to the store to find the salesperson who sold him the suit. The salesperson retorted: "We have sold thousands of suits of this kind, and this is the first time we have heard someone come to give us an opinion." The aggressive tone of the salesperson seemed to say: "You are lying, do you think you can rely on us like this? I want to show you some color."

As the argument escalated, another salesman interjected: "Every black suit fades a bit at first. There's nothing to do about it. The problem isn't the suit at this price, it's the dye." The salesman seemed to be suggesting to Wood that he was only buying second-rate goods.Wood was very angry. At this moment, the department manager of the store came over. After learning the whole story, the manager actually stood in Wood's position to argue with the two salesmen, which was beyond Wood's expectation.

When the manager asked Wootton: "What do you want me to do with this suit? I will try my best to meet your request."

Wootton, who was determined to return the product only minutes ago, replied: "I just want to get your opinion, is the fading temporary and is there any remedy?"

The manager said kindly: "You can try it on for another week. If you are still not satisfied by then, you can take it back. We will definitely replace it with a satisfactory one. We are very sorry for the inconvenience. .”

Wootton walked out of the store with no complaints, and a week later there was nothing wrong with the suit.

Someone said, "Nine times out of ten, the result of every debate is that both sides are more convinced than before that they have [-]% reasons." Indeed, if the manager also argues with Wootton, the result of doing so can only make people feel more confident. The opponent is more stubborn and more difficult to persuade.

What if the salesman argues with the customer?
Patrick O'Hare was a salesman for the Whitehead Motor Company in New York. When he first took up this job, he always quarreled with customers and made them very dissatisfied.Obviously a customer who might want to buy his car, just because he said a few unpleasant words about the car he sold, Patrick often flew into a rage and immediately attacked the other party.

Once, Patrick walked into a customer's office. After he introduced himself, the other party said, "What? It's a Whitehead car? What's the good of it! You don't want it if you give it to me, I don't want it. What I want is the product of West Company."

Patrick was very annoyed and immediately "bombed" the West car.However, the more he criticized Wester, the more the other party praised it.

In the quarrels with customers, Patrick mostly won a big victory. He often left the customer's office and said, "I can teach that guy a lesson." Will you buy his car?of course not!Because he refuted the other party to the point that he made the other party feel insulted, which greatly hurt the other party's self-esteem.

When a salesman is arguing with a customer, if he wins, he cannot sell anything, and if he loses, he cannot sell successfully either.Therefore, for salesmen, the best way is to argue with customers.

Joseph Allison, a salesman for the Westinghouse Electric Company, had a hard time selling a few engines to a large factory. Three weeks later, he went to the factory to sell again, thinking that the other party would buy several hundred more units from him, but he never expected that the chief engineer would say a word when he saw him—"Alison , I can no longer buy an engine from you! Your company's engine is too unsatisfactory!"

Allison asked in surprise, "Why?"

"Because your engine is so hot that you can't even touch it with your hands."

Allison knew that there was no benefit in arguing with the other party, so he quickly said: "Mr. Spence, I completely agree with you. If the engine heats up too high, let alone buy it, you should return it, right?"

"Yes." The chief engineer replied.

"Naturally, the engine is hot, but of course you don't want it to be hotter than the standards set by the National Institute of Electricians, do you?"

"Yes." The chief engineer replied again.

"By standard, the engine can be warmer than the room temperature, right?"

"Right. But your product is much higher than that."

Alison didn't argue, just asked, "What's the temperature in your workshop?"

"About 24 degrees Celsius."

Alison continued: "The workshop is 24 degrees Celsius, plus the necessary degrees Celsius, the total is 46 degrees Celsius. If you put your hand on a hot water tap with a temperature of 46 degrees Celsius, wouldn't it be hot?"

The chief engineer had to nod again.

"Okay, don't touch the engine with your hands in the future. Don't worry, it's completely normal."

As a result, Allison made another nearly $3500 in business.

Allison later told his peers: "It took me years of work and countless losses in business to finally understand that it's not worth arguing. Instead, put yourself in someone else's shoes and try to make others Saying 'yes, yes' is much more rewarding and much more interesting."

Nine, remember the customer's name
Jim Farley has never seen what middle school looks like, but at the age of 46, four universities awarded him degrees, he became the leader of the Democratic National Committee of the United States, and became the head of the US Postal Service.Where is the secret of his success?It turned out that a long time ago, when he was out as a plaster salesman, and during his years as a clerk in the town hall of his hometown, he created a method of memorizing people's names.He said confidently: "I can name 4 people."

As a young man, Farley discovered that the average person is far more interested in their own name than in the names of all the people on the planet.If you can remember the name and say it casually, then you are paying him an invisible compliment, which is a very subtle but effective compliment.However, if you forget this or write a name wrong, you can set yourself up at a complete disadvantage.

How did Farley remember the names of so many people?It started off simple, whenever he made a new friend, he asked the person's full name, how many people were in his family, what business did he do, and his political views and leanings.He then imagined these situations as a blueprint and stored it all in his brain.The next time he sees this man, even if it's a year later, he can pat him on the back, ask how his wife and kids are doing, and ask how the hollyhocks he's growing in his backyard are doing, so there's no doubt he's Just one more admirer.

Some say it was Franklin D. Roosevelt who won the White House because of his extraordinary ability to memorize names.Roosevelt even took the time to memorize and recall the names of the mechanics he came into contact with.

That was after Roosevelt became president, Chrysler specially built a car for the president, and sent Marv Chamberlin to take the car to the White House with a mechanic.Once at the White House, the mechanic was also introduced to the president.But he was a very shy man, always standing in an inconspicuous place, and didn't say a word to the president, but the president looked around for the mechanic, shook hands with him, and called out his name before parting with them. .When describing this unforgettable experience, Chamberlin said: "I taught President Roosevelt how to operate the car with many special equipment, but he taught me many stunts in dealing with interpersonal relationships."

Sadly, most of us don't realize the significance of names and don't take the time to focus on remembering other people's names.

Please remember: Although a name is a symbol of a person, it is also an extension of life.Many people struggle all their lives to be successful and famous, so the love for one's name is like the love for one's life.

An owner of a beauty shop said: "In our shop, for those who come to the door for the second time, we stipulate that we can't just say 'please come in'. Instead, we should say: 'Please come in! Ms. XX (wife).' So, as long as Once she’s been here, we’ll put it in the file, and all store staff must remember her name.”

Such attention to the customer's name makes the customer feel respected and feels at home when he walks into the store.Therefore, with more and more regular customers, the business will be more prosperous.

Andrew Carnegie is known as the steel magnate, but he knew little about steel production, and he had hundreds of people who knew better than him working for him.What is his reason for getting rich?He knows how to use the customer's name to win the favor of the customer.For example, he wanted to sell steel rails to the Pennsylvania Railroad Company. At that time, the president of that company was Chi Edgar Thomson. Carnegie built a large steel plant in Pittsburgh and named it "Edgar Thompson". Thomson Steel Works".Thus, when the Pennsylvania Railroad needed steel rails, it bought them only from the Carnegie steel mill.

The most beautiful and important word for any man is his name.

(End of this chapter)