LaCrosse Motors a locally owned automobile dealership During your interview with the Director of Customer relations they would like you to explain the importance of customer service and its impact on sales Describe how positive and negative customer service can affect the profitability of a ID: 748306
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Slide1
Bell Ringer:
You
are to assume the role of an applicant for a full-time position in the customer relations department at
LaCrosse
Motors, a locally owned automobile dealership. During your interview with the Director of Customer relations, they would like you to explain the importance of customer service and its impact on sales. Describe how positive and negative customer service can affect the profitability of a business.Slide2
Unit
4Business Communication
Exploring BusinessMr. Fassl and Mr. Krey Slide3
Unit 4
Business CommunicationObjectives:
Define 5 types of communicationsExamine proper etiquette in communicationDemonstrate the 5 types of communicationCompare proper etiquette from around the worldSlide4
College and Career Readiness Standards
ReadingInfer the main idea or purpose of straightforward paragraphs in uncomplicated literary narrativesEnglishIdentify the focus of a simple essayWriting
Provide unity and coherence throughout the essay, sometimes with a logical progression of ideasSlide5
Business Communication
Communication: a method of sending a message from one person or group to another.This is vital in Business!Involves all persons connected with business:
(Inside) Employees, Customers, Shareholders, Suppliers, Creditors, Debtors (Outside) Journalists, Reporters, Tax Authorities, Local & National GovernmentSlide6
Importance of Communication
Good communication ensures that all persons understand the message sent. They will also be more likely to respond favorably to the messageSlide7
5 Types of Communication
International CommunicationPublic SpeakingE-mailBusiness LettersTelephoneSlide8
Communications Challenge
Look at Page 5 of your packet.Slide9
What is Business Culture?
An introduction to the United States Business CultureSlide10
Why Do We Need to Learn This?
Not everyone operates their businesses similar to how we operate ours in the U.S. Resource SpecializationGlobal InterdependenceSlide11
Defining Business and Culture
Business: exchanging of goods and services.Culture: a system of learned, shared, unifying, and interrelated beliefs, values and assumptions Slide12
Business Culture
: it is customs, etiquette and protocol for doing business in a particular country or region. Slide13
Bell Ringer:
You are an applicant for a full time position in the Human Resource department at Majestic Hotel. During your interview, the owner would like you to explain why human resources management and professional development are important to the success and profitability of a business.Slide14
Business Culture Items
When doing business in a particular country or region, you may encounter different customs, protocol or etiquette.Major Areas of Interest Include:
Greetings and Courtesies
Business Hours
Making AppointmentsBusiness Dress
Beginning Conversations
Acceptable Public Behavior
Culture of Management
Female Involvement
Gift GivingSlide15
Interesting Business Culture Facts
Did you know…?!?!In many countries (Brazil, Mexico and Russia) it is considered vulgar to use the “OK” sign. (Using your first finger and thumb to form a circle.)In China, people do not use their hands while speaking, and will become annoyed with a speaker that does.In many European countries it is considered rude to sit with one ankle resting on the other knee.
In Spain, the workweek is 9 am – 2 pm (closed from 2-5 for siesta) and 5 pm – 8 pm. (Mon. - Fri.)Government and Bank hours are 9 am – 2 pm (Mon. – Fri.)Slide16
United States Business Culture
Making AppointmentsWork Week is 9 am – 5 or 6 pm.Many people work overtime.Prior appointments are necessary for meetings.Punctuality is very important for business occasions. Always arrive promptly.Slide17
United States Business Culture
Business DressExecutives in most regions dress formally.In the east, most people wear business suits.In the west, there is a more relaxed approach to dressing.Business suits or dresses are often the standard attire for women.Slide18
United States Business Culture
Business ConversationAlmost all business is conducted in English.Be aware that many Americans speak only English.Americans may speak very fast or loudly; they may not be sensitive to the difficulty of others trying to speak or listen.Language is very idiomatic.Many Americans will use sports terms in business speech: “Team Players”, “Game Plan”, “Touch Base”, “Ballpark Figures”, “Call the Shots”.Slide19
United States Business Culture
Addressing Others with Respect/GreetingsUpon first meeting, use title and his/her last name until you are told to do otherwise.A handshake is the customary greeting for both men and women.Outside of office, Americans tend to stay on a “first name basis”.Names are very diverse; do not hesitate to ask how to pronounce a person’s name. Slide20
United States Business Culture
Public BehaviorSmoking is not common.Subject to restrictions in most public places.Americans tend to refrain from greetings that involve hugging.Direct eye contact shows you are sincere.Certain ethnic groups look away to show respect.Slide21
United States Business Culture
Public BehaviorWhy?Because if you act rudely in public or with other business people, you may lose your business connection with them. It is very important to understand ideas, items and other things that are assumed.Slide22
United States Business Culture
Public BehaviorAmericans stress individual achievement and initiative.Competitive in both work and leisure.The “backslap” is sometimes used as a sign of friendship, camaraderie.Slide23
United States Business Culture
Business CultureBusinesspeople will make up minds quickly and decisively.“Time is money” is taken seriously.Money is a key priority and an issue that will be used to win most arguments.Businesspeople are very willing to take chances.Slide24
United States Business Culture
Business CultureAmericans will not hesitate to answer “no.”Very direct hesitate to disagree with you.Very persistentAmericans tend to dislike periods of silence in conversations.Anxiety often develops over deadlines and results.Work ethic is strong, peoples lives revolve around work.Slide25
United States Business Culture
Business CultureExpect to work with women and people of different ethnic backgrounds, religions, and cultures in the workplace at all levels and positions.Be aware that the U.S. is the most litigious society in the world.There are lawyers who specialize in every industry and society.Slide26
Business Communication Project
Look at page 10-14 of you packetPick your CountryDo initial Research and compare your culture to US customs. Use diagram on page 9. Slide27
5 Types of Communication
International CommunicationPublic SpeakingE-mailBusiness LettersTelephoneSlide28
Public Speaking
Why is this important?This won’t be the last…Become a leaderBreak out of shell
Overcome your fearsBad Speeches #1 #2Slide29
Public Speaking
Writing the SpeechResearch subjectMake speech relate to audienceOnly prepare 1 or 2 main pointsDo not make speech too long
Make numbered note cards with cuesHave an interesting opening, develop topic throughout, end with audience intriguedSlide30
Public Speaking
Things to think about before SpeechPersonalize speech to make it more interestingRecite speech out loud to become comfortable with itRealize the audience is human as well
Take deep breaths to calm nervesSlide31
Public Speaking
Things to do during SpeechSpeak clearly and distinctlyMicrophones stay about 9 inches from faceSmile if appropriate
Make jokes that are non-offensive and funny (if appropriate)Be enthusiastic
Click here to see the power of a good speechSlide32
Public Speaking
Things not to doDon’t be too complexUse familiar termsDon’t make distracting movements
Don’t avoid eye contact with audienceDon’t mumble or speak too quietlyDon’t stress outRealize that you know your speechDr. Martin Luther King
Click here to see what not to do!Slide33
Get a Partner, pick one each and present it to each other!
Success in business requires training and discipline and hard work. But if you’re not frightened by these things, the opportunities are just as great today as they ever were –
David Rockefeller
Winning is not a sometime thing; it’s an all time thing. You don’t win once in a while, you don’t do things right once in a while, you do them right all the time. Winning is habit. Unfortunately, so is losing –
Vince LombardiSlide34
Bell Ringer:
You are an applicant in the operations department at Super Saver, a large chain of retail grocery stores. You have been invited for a second interview with the director of operations. The director is looking for you to explain the importance of maintaining a safe working environment and how to handle and report emergency situations. Slide35
E-mail Etiquette
E-mail ImportanceHighly popular (and quick) way of global communication E-mail represents you and your company
Maintain professionalismSlide36
E-mail Etiquette
E-mail ImportanceHighly popular (and quick) way of global communication E-mail represents you and
your companyMaintain professionalismSlide37
E-mail Etiquette
Always have SubjectBegin E-mail with greetingKeep message conciseEasier to understand than long, poorly worded messagesConsider tone of message conveyedSlide38
E-mail Etiquette
Use proper mechanics: No SMS lingo :)SpellingGrammarProofread E-mail before sendingUse caution with abbreviations and emotions: How will they be interpreted?
Always leave name or signature at endSlide39
E-mail Etiquette
What to AvoidDo not attach unnecessary filesDo not write in ALL CAPITAL LETTERSDo not forward spam, chain letters or virus hoaxesSlide40
E-mail AssignmentSlide41
Telephone Communication
Why is this Important?Everyone has a phoneEasy & Efficient conversationInstant global communicationUnderstanding the difference between talking to your friends and talking to business people.
TRIVIA TIME
Who invented the telephone?Alexander Graham BellSlide42
Telephone Communication
Appropriate ProceduresIdentify yourself immediatelyDo not eat or chew gumSpeak clearly in a pleasant toneEnd conversation politelySlide43
Telephone Communication
Things to AvoidDo not promise to finish your discussion another timeDo not interrupt othersListen to othersDo not use default or general
voice mail.Have personal messageSlide44
Telephone Communication
Taking a Telephone MessageInclude the following:Time and DateName and Number of CallerMessage
Initial or Name of person taking messageSlide45
Telephone Message Activity
Use the “While You Were Out” notes attached.Take an appropriate message based on the caller’s conversation.Slide46
Bell Ringer:
You’ve just been called for a second interview for the position of customer service representative for Fabulous Floors. If you are hired, your responsibilities will include making appointments for estimates and installations as well as responding to customer questions and complaints. Seventy percent of Fabulous Floors' customer service communication is done through email. You have 5 minutes to explain how professional emails help to reinforce the service orientation of this business. Slide47
Txting Activity
Research an article about proper business texting strategies. Complete page in your packet.Slide48
Personal
Business
LetterBrian KreySlide49
Personal Business Letters
Letter Address: contains the name and address of recipient (inside address)Slide50
Personal Business Letters
Salutation: contains formal greeting (Do not include first name)Ladies and GentlemenDear Mr. SmithTo Whom It May Concern
DateInside Address
SalutationSlide51
Personal Business Letters
Complimentary Close: formal closingSincerelyWith ThanksSincerely yoursSlide52
Personal Business Letters
SignatureYour signature is requiredSign in blue or black Ink
Originators Address: Name and address of who the letter is from
Brian KreySlide53
Bell Ringer:
You are to assume the role of a candidate for the position of sales associate at The Power House, a local electronics store. The store manager would like you to explain the procedures you would use for answering a telephone call from a customer.