TOPIC:-TELEPHONE AND NEGOTIATION ETIQUETTES

SELLING AND NEGOTIATIONS

GROUP MEMBERS
Ayush Dixit Disha Bhuptani Mansee Prabhuajgaonkar Reeta Nadar Shubhangi Ahire Snehal Dolas Steffi Fernandes

INTRODUCTION
WHAT IS ETIQUETTE ? ETIQUETTE IN SIMPLER WORDS IS DEFINED AS GOOD BEHAVIOUR WHICH DISTINGUISHES HUMAN BEINGS FROM ANIMALS. ETIQUETTE REFERS TO BEHAVING IN A SOCIALLY RESPONSIBLE WAY. HUMAN BEING IS A SOCIAL ANIMAL AND IT IS REALLY IMPORTANT FOR HIM TO BEHAVE IN AN APPROPRIATE WAY. ETIQUETTE REFERS TO GUIDELINES WHICH CONTROL THE WAY A RESPONSIBLE INDIVIDUAL SHOULD BEHAVE IN THE SOCIETY.

DEFINITION OF ETIQUETTE
ACCORDING TO OXFORD DICTIONARYCUSTOMARY CODE OF POLITE BEHAVIOUR IN A SOCIETY IN FRENCH IT IS A LIST OF CEREMONIAL OBSERVANCES OF A COURT

NEED FOR ETIQUETTE

MAKES YOU A CULTURED INDIVIDUAL TEACHES YOU THE WAY YOU TALK ,WALK IN THE SOCIETY. EVERLASTING FIRST IMPRESSION. THE WAY YOU INTERACT WITH YOUR SUPERIORS,PARENTS,FELLOW WORKERS,FRIENDS. EARN RESPECT AND APPRECIATION IN THE SOCIETY INCULCATES FEELING OF TRUST AND LOYALTY ONE BECOMES MORE RESPONSIBLE AND MATURE HELPS TO VALUE RELATIONSHIPS.

TYPES OF ETIQUETTE
SOCIAL ETIQUETTE CORPORATE ETIQUETTE WEDDING ETIQUETTE MEETING ETIQUETTE TELEPHONE ETIQUETTE EATING ETIQUETTE BUSINESS ETIQUETTE

What is telephone?
The telephone, colloquially referred to as a phone, is a telecommunications device that transmits and receives sounds, usually the human voice. Telephone was developed in mid -1870s by Alexander Graham Bell and others. Telephones are a point-to-point communication system whose most basic function is to allow two people separated by large distances to talk to each other. The word "telephone" has been adapted to many languages and is now recognized around the world.

DEFINITION OF TELEPHONE
A SYSTEM FOR TRANSMITTING VOICES OVER A DISTANCE USING WIRE OR RADIO,BY CONVERTING ACOUSTIC VIBRATIONS TO ELECTRICAL SIGNALS. OR AN INSTRUMENT USED AS PART OF SUCH A SYSTEM,TYPICALLY INCLUDING A HANDSET WITH A TRANSMITTING MICROPHONE AND A SET OF NUMBERED BUTTONS BY WHICH A CONNECTION CAN BE MADE TO ANOTHER SUCH INSTRUMENT. ::-AS PER OXFORD DICTIONARY

Communication by telephone:Effective telephone communication involves the combination of good verbal skills with unobtrusive telephone technique. Even the smoothest talker can be off-putting if they have poor telephone technique. Conversely, an excellent telephone technique will not compensate for poor verbal communication skills. The key to success is in finding a balance between the two.

Tips for Effective Telephone communication

1. Train all office staff in telephone etiquette, including handling an angry or dissatisfied patient. The attitude of the person who answers the telephone will set the first impression of your office. 2. A caller should always have the option of speaking with a person. 3. Try to answer the telephone by the third ring and monitor calls that are put on hold. Allow callers to speak first, and ask for and get their permission to place them on hold. 4. If your office is equipped with an automatic call distribution system, limit the menu selections to four or five at most. The first message should always be, If this is an emergency, dial 911 or go to the emergency room immediately. 5. Conduct telephone conversations out of the hearing of patients to protect the callers privacy.

Telephone Etiquette

Initial contact with someone is through Telephone.

Telephone etiquette is necessary for everyone.

Helps in building goodwill, cooperation and sales in organizations.

Helps in reduction of wastage of time.

Telephone Etiquette Guidelines

Answering a phone call Making a call

Promptness is most important Politeness & usage of proper words. Smile when you speak. Show that you are tuned in and attentive Keep your cool and be patient

Greet Concentrate Use simple language Take notes Visualize the speaker Use conversation cues Listen carefully Summarize End the call politely

Cont.

Cellular phone etiquette

Cell phone should be used in emergency

Placing someone on hold

You should have a good reason

Leaving a voicemail
Include your name, number and companys name

Keep it short and discrete

Ask permission

Specify the purpose of the call

Speaking with the person on phone is more important Switch off the cell phone during meeting, lectures & theatres

Not more than 60 seconds

Preferably, even tell when to call back

Thank the person for holding

Anticipate in advance for such a situation

Cont.

Internal communication by telephone

Usage of Intercom Communicate without having to meet one another

Handling rude or impatient callers

Stay Cal. Getting angry will only make them angrier. Try to think like the caller & solve their problem.

Cont..

Transferring calls Taking Messages

Transfer the call directly to the desired person. Tell them whom you are transferring them to

Callers name, phone no., date and time. Repeat the message to the caller.

Ending conversation

Leave the conversation open Tell the person how much you enjoyed talking with him.

Telephone Etiquette

SPEAK CLEARLY AND SLOWLY

When leaving messages. No use of broken phrases, slang or idioms. Leave your return telephone number. S-L-O-W-L-Y, including REPEATING

Telephone Etiquette
TURN YOUR CELL PHONE RINGER OFF Build as habit. When entering a meeting, training class. Especially at place where the purpose of your visit would be interrupted

Telephone Etiquette

SPEAK IN EVEN AND LOW TONE Always speak in even and

low tone of voice.

Especially when speaking out

in public .

Telephone Etiquette
NO DISTRACTION
Not allow yourself to be distracted by other activities. Such as rustling papers, chewing and eating, working on the computer, or speaking with someone else. Do not use a hand held cell phone while driving.

20 Telephone Etiquette Tips

Speak clearly and with smile. Before placing a caller on hold, ask their permission first and thank them. To return a call than to keep someone on hold for too long. Do not forget to return the call as you promised. Do not permit the phone to ring into the office more than three times.

20 Telephone Etiquette Tips

Always use a pleasant, congenial and friendly tone. Never interrupt. Never engage in an argument with a caller. Do not handle an unhappy caller's concern Do not make it a habit of receiving personal calls at work.

20 Telephone Etiquette Tips

Do not answer the phone if you are eating or chewing gum. Do not give the impression that you are rushed. Learn how to handle several callers simultaneously with ease and grace. Return calls promptly that have been left on voice mail. Always get the best number (an alternate) and the best time to have a call returned to the caller.

20 Telephone Etiquette Tips

Do not ever leave a message with someone else or on or voice mail regarding details. Always make important calls in private and away. If possible, provide a telephone number for patients/customers/clients to use. Do not call a patient, customer or client's home before 8:00AM or after 9:00PM. When hanging up the phone, make sure the caller or person called hangs up too.

What is Negotiation?
When two or more parties are doing business and would like to arrive at the solution with respect to price or quality. When business risks involved cannot be accurately pre-determined. When a long period of time is required to produce the items purchased.

Types of Negotiation
Distributive Negotiation Integrative Negotiation Principled Negotiation

Distributive Negotiation
Known as competitive Negotiation Win-Lose Negotiation Tug Of War Negotiation

Integrative Negotiation
Known as Collaborative Negotiation Important to understand each others requirements Co-operative approach to mutual problem solving Win-Win Negotiation

Principled Negotiation
Known as Interest-Based Negotiation More Practical approach to negotiation Based on Problem solving negotiation Negotiation process focuses on fair needs and not the desired wants

Tips of Negotiation
Don't be afraid to ask. Never negotiate against yourself Get it in writing. Prepare. Determine the extent of the other side's authority Know your bottom line

Cont.
Establish a fall-back plan. Listen to the other side. There is no substitute for discussion. Avoid form contracts.

Steps for better Telephone negotiation:

Define Your Negotiable Other than Price. Analyse Your Strengths, Their Needs. Set Your Objectives. Gather Information. Dont give more information than necessary.

The dos and donts

DOs Determine goals Anticipate the desires of your opponent Pay attention to detail Keep in mind plan B

The dos and donts

Dont Never bargain with someone using the word, between. Dont do all the talking Dont ignore the persons body language. Dont forget to prepare

Here are some telephone techniques that can help raise your closing ratio on the phone

IMPORTANCE OF TELEPHONIC NEGOTIATIONS IN AN ORGANISATION

Managers today increasingly rely on a wide variety of communication media for negotiation and decision making.Hence, it is critical to understand the effects of different media channels on communication For most people, conducting negotiations can be a draining, daunting task. However, when the negotiation must be conducted over the phone, the degree of difficulty only increases due to the lack of visual contact

With more and more companies moving to telephonic negotiation programs to boost productivity and reduce costs, being able to negotiate effectively over the phone is a must.

ORGANISATION USES TELEPHONE FOR NEGOTIATION WHENTHEY

Dealing with a hard-to-reach person

Want to say no easily

Dont want to seem concerned Want to sound tough or resolute Want to keep the discussion short Want to equalize your status Want to limit the amount of information Want to talk more, listen less Are prone to interrupting frequently And last but not least , you want to keep costs low (no flying a team across the country)

SITUATIONAL EXAMPLES

Introducing yourself. Phrases to use when you place the call.

When calling a general number: - May I speak with Marina Smith? - Hello, this is John Block calling for Marina Smith. - Is Marina Smith in? (informal) When the person answers the call directly: - Hi Marina, its John calling. - Good afternoon, Marina. This is John Block from ABC company calling.

Clarifying what your caller says

- Can you please spell that for me? - How do you spell your last name? - And that company name again was, JAQ Industries? - Let me repeat your information to make sure I got it right.

Ending a conversation

- Its been great talking with you. Ive got another meeting now so I better run. - Thanks for calling. Ill speak with you again soon. - Ive got another call coming in. Good talking to you. - I better let you go. - Its 5 oclock already. I better let you go. Nice to see we cracked a deal .Thank you sir.

Leaving a voice mail

- Hello, this is Marina Smith calling to follow-up regarding your order with XYZ company. Can you please call me back at 999-344-3344. - Hello, this is John Block from ABC. Im calling regarding the upcoming conference in Miami. Ill try you again later today. - Hi, its Marina. Please call me back when you get a minute. (informal)

SPELLING OUT NAMES OVER THE PHONE. Often you will need to spell something out over the telephone, such as a last name.

- My last name is Czarnek. C as in cat, Z as in zebra, A as in apple, R as in Robert, N as in Nancy, e as in egg, K as in king. - My registration number is 459N4AF. Thats 459, N as in Nancy, 4 A as in Apple, F as in Frank.

Phrases for cell phone calls

The fading signal - Im sorry, Im losing you. Can you call me back? - I can barely hear you. Let me call you back on my other phone. - Were breaking up. Im having trouble hearing you. Let me call you back later. The lost call - Hi, its Marina again. Apparently we got cut off. - Hi, its John again. Sorry I lost you. My cell phone dropped the signal.

CASE-STUDY
Mr and Mrs Ohner live in Tennyson two streets back

from the beach with their teenage Son 13 and daughter

15, in a character bungalow, situated a 850 m2 block of land. Both children show a natural talent for tennis

and spend the majority of evenings on the public

courts nearly 3 km from home. The Ohners are happy that both children have found something they enjoy and are good at, so they have been ferrying the kids backwards and forwards for classes and practice sessions for years.

Across the road (1 street from the beach) the rundown block of yellow brick flats has become completely vacant, is unkempt and two hand painted signs have been placed on the front wall which read "for sale call 8855 7373.The Ohners have been watching the

deterioration of this property for years. Over the last 7

years or so, The Ohners have discussed how perfect it would be to redevelop the site as a tennis court so that

they could watch the kids play tennis safely in the

evenings from their veranda.

What would be your response to their keenness of buying your property? 1. You will ask for high rates as compared to the original rates to take the opportunity of their keenness. 2. Asking slightly above the reasonable rate, seeing their keen interest in your property. 3.Charging a reasonable rate as per actual rates of land.

Conclusion
Telephone Negotiation Skills teaches the telephone sales negotiation process and how it is influenced by the behavioral styles of all parties involved. We often have conversations over phone and it is very important that we pay attention to how you talk or behave' on phone. Proper business phone etiquette can make a positive impression on your callers. The business telephone etiquette that organization and its employees use directly reflects upon the image that their business portrays.