1. UNIT 2 ETIQUETTE INBUSINESS SETTING

2. Carol BeerService Etiquette 3. Lesson Objectives1 Explain service etiquette.Explain the importance of observing2 rules of etiquette and its appropriateform in social exchanges.Describe how introductions3 are carried out. 4. ETIQUETTEis a set of customs andrules for polite behaviorin particular classes ofpeople or professions. 5. SERVICE ETIQUETTE 6. SERVICE ETIQUETTEMeetingAttending toPartingpleasantriescustomers pleasantries 7. Meeting pleasantriesNon-Verbal Signals Verbal Signals 1 Body Language Look2 Introduce yourself clearly.approachable and beapproachable. Ask the customer howshe/he would like to be Welcome customers withaddressed.a warm smile. Always maintain eyecontact. Be conscious of yourgrooming. 8. Attending to customersNon-Verbal SignalsVerbal Signals 1 Project a customer- 2 Be specific whenfirst mindset.answering questions/giving Always be ready to lenddirections.your customers ahelping hand. Be prepared to go the extra mile. Be aware of your body-language; should be Wow your customers.positive 9. Parting pleasantriesNon-Verbal Signals Verbal Signals 1 Maintain eye contact. 2 Thank the customer fordoing business with you. Smile to show yourappreciation to serve Express appreciation forhim/her.interest in the product/service even though Always maintain a he/she does make a salepositive body language Ask the customer tocome back 10. Form of AddressMALE 1 Use Mr to address men Use Sir if you do not know his name.FEMALE (MARRIED) 2 Mrs to address married women Use Madam if you do not know her nameFEMALE (SINGLE OR MARITAL STATUS UNKNOWN 3 Ms to address women who are single or whose marital status is unknown. Use Madam if you do not know her name. 11. TYPES OF GREETING 12. ROLE PLAYS & THANK YOU!