商务礼仪课件.pptVIP

*商務禮儀——電話禮儀簡潔打電話TheProcessofMakingaPhoneCallFirst,weshouldprepareforthecall,makealist.Second,aftergreeting,weshouldtellthemthenameofthecompanyorthenameofourselves.Third,youcangetdowntothebusiness.(thereasonwhyyoumakethecall)Atlast,weshouldsaythankyoutotheotherside.PreparationOfThePhoneCall首先，要確定打電話的時間和地點。其次，應明確通話的目的、事件，以使自己撥通電話後迅速而有條理地講出自己要辦的事情。打電話時所用的規範的兩種“前言”第一種適用於正式的商務交往中，要求禮貌用語與雙方的單位姓名、職銜“一同道來”。其標準的“模式”是：“您好!我是金山公司業務經理張革荔，我找西華公司公關經理王歡小姐。”第二種適用於一般性的人際交往，在使用禮貌過問候以後，應同時準確地報出雙方完整的姓名。其標準的“模式”是：“您好。我是邊穎。我找馬妹莉。”例子：電話催款（1）A:ParkCompany.B:Mrs.Jackson,please.A:Onemoment.C:LindaJacksonspeaking.B:Mrs.Jackson,thisisTomSmithofBPCompany,IamcallingaboutourMarch10thinvoicefor$240,000.Wehadresponsetoourpreviousletterandtheaccountisnow70dayspastdue.Mr.Jackson,willyoupleasemailusacheckinfullpaymenttoday?例子：電話催款（2）A:ParkCompany.Goodmorning.B:Idliketospeaktothebookkeeperplease.A:Onemoment.B:whatisthebookkeepersname?A:TonyBrown.Illconnectyou.C:TonyBrownspeaking.B:ThisisTomSmithofB$Pcompany.IamcallingaboutourJune3rdinvoicefor$60,000thatis60dayspastdue.Canyoumailusthefullamounttoday?(Pauseforabout7second)C:Thataccountdoesnotsoundfamiliar.B:Mr.Brown,thisinvoicecoversadvertisingintheNovemberissueofGlobalBusinessCommunication.C:LetmecheckthisoutandIllcallyouback.B:Ok,thatsoundsreasonable.CanIexpectyoutocallinanhourat3oclock?MyphonenumberisC:Illtalktoyouthen.Goodbye.例子：電話催款（3）A:ParkCompany.Goodafternoon.B:ThisisTeresaHartofPowerCompany.IdliketospeaktoMr.Andersonplease.A:Sorry,buthesnotin.B:IsthereanyoneelseIcantalktoaboutanaccountpayable?A:No,Mr.Andersontakescareofallthebills.B:IsthereanyotherplacewhereIcanreachhim?A:No,Idontknow