Business negotiation is not empty talk, but a comprehensive subject with rich connotations. As a marketer, it is very important to communicate with customers before and at the beginning of business negotiations, establish a harmonious communication relationship and leave a good impression on the other side.
Warm-up exercise before "lighting up";
Step 1: Take an active part and collect each other's information as much as possible.
Know yourself and know yourself, and you will win every battle. How much information do you have about your negotiating partner? Be familiar with it as much as possible. If you don't have it at hand, use the internet to collect it immediately and carefully study their company background, business scope, business reputation, general situation of senior leaders and so on. As long as the first step of mastering information can be achieved, the future work will be well planned.
Step 2: Think on the bright side, enhance self-confidence and take the initiative to attack.
Everyone has experienced the fear of meeting strangers. When negotiating, you should be prepared actively, because you have a positive attitude. If you want to do business with each other, you should think positively. If you imagine the difficulties as insurmountable mountains before the negotiation, then your face will inevitably show a fear of difficulties, people's confidence will be insufficient, and their image and temperament will be greatly damaged.
Step 3: Prepare to introduce yourself and impress each other.
A good self-introduction must be energetic, concise and powerful, and the principle should not exceed 30 seconds. The focus of the introduction should include your name and a short sentence, so that the other party not only knows who you are, but also is not easy to forget you.
In addition, according to different occasions and different objects, we should pay attention to introducing our own emphasis.
When introducing yourself, keep your eyes on each other and speak clearly. Some people may be out of inferiority, and always feel that they are small people who are not worth remembering. When introducing them, they vaguely passed by, causing the impression that the other party is insincere and questioning your ability to do things. In addition, some people are absent-minded when introducing themselves, as if they already know who they are, and it doesn't matter whether they say it or not. They just want to get to the point quickly, but the result is haste makes waste. Others exaggerate and talk nonsense when introducing themselves. What was the result? People don't even look at him.
On the "stage":
Strategy 1: design the opening topic to bring customers closer.
There are many ways to start negotiations. Generally, they introduce their own camp and then cut to the chase. If you have done the previous liaison work, then exchange pleasantries with other deputies. For example, "Are you Miss Wang? I have spoken to you several times on the phone, and your voice is very nice. "
Strategy 2: Smile, make eye contact and keep a sense of proportion.
It is likely that at the critical moment of the negotiation, your heart will start to be tense. At this time, you should hurry to find someone who is more nervous than you. When you see him, your mood will relax. You can touch each other with smiling eyes, so that they are not sure of your intentions. Only in this way can we achieve the effect of striving for greater interests in the negotiations. In short, you should read each other, but don't let them read you.
Strategy 3; Improvise and seize the turning point at the critical moment.
In the process of negotiation, the most important thing is to observe each other more, see their staffing and their relationship, who is the chief negotiator, who is the deputy negotiator and who has the final decision. So that when there is a little silence, a few words can be inserted in time to ease the deadlock.
Strategy 4: leave it to Japanese craftsmen consistently? As the saying goes, nine times out of ten, business can't be discussed properly. If you say that the current business has not been concluded, you don't have to panic or get angry. Especially when the negotiations are coming to an end and unsatisfactory results begin to appear, we must calmly face the negotiation situation and not show impatience. That's impolite, disrespectful to each other, and it also exposes one's low professional quality. You should always keep good manners, because the business situation is changing. Maybe your opponent didn't get good grades in other places, and in turn he came to you and accepted the conditions that were impossible to accept. Wouldn't it be a pity to lose the chance to come back because of a bad impression on each other?
What is etiquette?
Etiquette is an established code of conduct and procedure that people use to beautify themselves and respect others in various social interactions. It is the general name of etiquette and ceremony, which is embodied in politeness, etiquette, appearance and ceremony.
2. What is politeness?
Politeness refers to the normative behavior that people show respect and friendship with solemn and obedient appearance in the process of mutual communication.
3. What is etiquette? Refers to the code of conduct for dealing with people. It is a concrete manifestation of politeness, including the way of treating people, the form of greetings and greetings, manners, manners and clothes in public places, etc.
4. What is business etiquette?
Business etiquette is the norm and convention used by business people to maintain the company image and show respect and friendship to colleagues in business activities. It is the application and embodiment of general etiquette in business activities.
5. Principles of social etiquette:
1) classification principle 2) reciprocity principle 3) respect principle
6. What is temperament?
Temperament is a psychological term. Temperament refers to the dynamic characteristics of a person's psychological activities. It is not only manifested in the intensity, speed, looming and intensity and speed of human emotional activities, but also in the flexibility or dullness of thinking.
7. Temperament can be divided into four basic types:
1) sanguine 2) bile 3) mucus 4) depression
8. Good temperament is based on people's ideological quality, civilization and cultural accomplishment, and also depends on people's attitude towards life.
9. To improve etiquette, we must first strengthen personal moral cultivation, so what is morality?
Morality is the sum total of behavioral norms that adjust the relationship between people and between individuals and society. It is a person's rules and code of conduct.
What is a musical instrument?
Appearance is a person's appearance, including appearance, posture, clothes and manners, and it is the basic factor that constitutes the first impression of communication.
1 1. Standing posture requirements:
Good posture can set off good temperament and demeanor. The basic requirement of standing posture is that the human body is upright and the center of gravity is between the feet. Open your toes slightly outward about 45 degrees, hold your chest and abdomen, lift your hips, keep your head straight and your shoulders flat, and look straight ahead. Don't stagger, shrug or lean against the wall or chair when standing. It is inappropriate to put your hands in your trouser pockets or cross your chest on formal occasions, which will damage your image.
12. Sitting posture requirements:
The basic requirement of sitting posture is to keep the upper body upright, the man's knees together or slightly apart, and his feet naturally touch the ground. A lady should be gentle. When wearing a skirt, she should put it together and sit down with her legs together. Generally, vertical row, oblique row and overlapping row are adopted. It is forbidden to bend over and shake your legs when sitting. Ladies are forbidden to spread their legs and cross their legs.
13. Politeness requirements:
In all kinds of communication occasions, we should be steady and self-sufficient, respect each other, be neither humble nor supercilious, and be natural and graceful. To this end, the following points should be noted:
1) Pay attention to personal and public health. Good hygiene habits are respect for oneself, others, society and life.
2) Do not smoke or quit smoking. Nowadays, cigarettes are not respected in general social occasions.
3) Punctuality.
4) Avoid indecent behavior. Don't eat onions, garlic, leeks and other foods before attending social activities. After eating, you can pack tea, peanuts, chewing gum and so on. Don't blow your nose, pick your nose, pick your ears, wipe your eyes, pick your teeth, yawn, etc. When coughing or sneezing, cover your mouth and nose with a handkerchief and face to one side to avoid making a loud noise.
14. TPO principle of clothing:
TPO is the abbreviation of three English words: time, place and purpose. The implication is that people must adapt to the specific requirements of time, place and purpose in their clothes, and can't be self-righteous.
What is greeting? What kinds are there in general?
Greeting is a kind of greeting etiquette in which friends who meet each other express friendship and respect in silent action language when they are far away from each other or should not talk much. There are five kinds in common use: first, raise your hand; second, nod; third, smile; fourth, bow; fifth, take off your hat.
16. Etiquette for calling:
1) Select the call time. According to the work, study, rest and other habits of the receiver, choose the right time to call. Generally, don't call others after 22 o'clock, and don't call others during meals and lunch break, so as not to affect others' meals and rest.
2) Draw up the visit points. Don't talk too long, speak concisely and make a long story short.
3) Pay attention to the art of telephone language. Voice represents the image of yourself and your organization, so be kind, gentle, expressive, gentle and articulate when you speak. Call with the feeling that the other person is right in front of you, and let the other person feel that you are smiling. Put down the phone, be sure to put it down gently.
17. Elevator etiquette:
1) In a crowded elevator, once the elevator is opened, the person standing at the outermost should take the initiative to give way to the person behind, so that the person behind can have more space to get out.
2) After entering the elevator, please immediately turn around and face the opening direction or center. Don't face four walls or look at people.
3) The elevator has a small space, so it should be quiet. Eating, smoking and talking are forbidden.
4) The person standing by the elevator button has the obligation to serve other passengers, and others should thank him.
5) You can't use your mobile phone in the elevator, because it's not easy for others not to listen to you in such a small space.
18. Use of mobile phone:
1) Turn off all the precision instruments in the aisles of airplanes and hospitals, so as not to affect the normal work of the instruments.
2) In public places such as conference rooms, reading rooms, concerts, cinemas, etc., you must turn off your mobile phone immediately after sitting down, or change it to vibration mode. If there is a call, you should leave the scene quickly and then talk to the other party so as not to affect others.
3) Try not to make phone calls in closed spaces such as elevators, carriages and restaurants. Even if you want to make a phone call, make a long story short and keep the volume as low as possible so as not to disturb others.
4) When using a mobile phone, it is not appropriate to speak loudly on any occasion, which will affect the people around you and be impolite to the other party on the phone.
19. Flower sending etiquette:
1) When attending a birthday party, it is suitable to send birthday flowers, roses, daisies and orchids to express eternal blessings.
2) When someone gets married, it is suitable to send brightly colored flowers, which can enhance the romantic atmosphere and express sweetness.
3) Celebrate a friend's vigor and vitality or the birth of a baby, which is suitable for sending flowers with good color and fragrance, indicating warmth, freshness and greatness.
4) When visiting patients, gladiolus, roses and orchids should be sent, and white, blue, yellow or excessively fragrant flowers should be avoided.
5) Moving to a new house is suitable for sending sedate and noble flowers or ornamental varieties suitable for indoor display, such as Brazilian wood, gladiolus, roses, rich trees and bonsai. , as a grand gesture.
6) White roses, Bai Lianhua or plain flowers can be used to express grief, symbolizing regret and nostalgia.
20. Details of the banquet invitation:
1) The company logo is usually at the top, and the size is small. The less prominent, the better. It is best not to have advertising content, such as company slogans.
2) Name of the host If the company holds a banquet, the name of the inviter or a group of people should be written, and it should not be invited in the name of a group or unit.
3) "You are cordially invited ..." is the most formal form, while "You are cordially invited" or "You are cordially invited" is less formal. It is also allowed to omit this invitation language in informal invitations.
4) The banquet type should indicate what kind of banquet to hold, such as "cocktail party", "dinner party" and "tea party".
5) The words used to express the purpose of banquet invitation are: "meet someone", "celebrate an activity", "commemorate" and "congratulate".
6) The date is usually clearly written on the official invitation. For example, on Saturday, February 23rd, abbreviations are not used.
7) Time is the most formal way to write invitations. For example: 6 pm to 8: 30 pm
8) The location should be clearly written.
2 1. In interpersonal communication, why do you say that external image can bring good communication effect?
1) People's external performance will make others feel good and leave a good first impression;
2) People's inner qualities can indeed be revealed to a considerable extent through external performance.
22. The basic moral standards of citizens:
Patriotism, law-abiding, courtesy, honesty, unity, friendliness, diligence, self-improvement and dedication.
23. What is the core of citizen's moral construction?
Serve the people
24. Social morality: be polite, be polite, be helpful, take care of public property, protect the environment, and abide by the law.
25. Professional ethics: love your job, be honest and trustworthy, be fair, serve the masses and contribute to society.
26. Family virtues: respect for the elderly and love for the young, equality between men and women, harmony and thrift between husband and wife, and unity in the neighborhood.
27. The provincial capital citizens' code of conduct:
1) No spitting, 2) No swearing, 3) No smoking in public places, 4) No littering, 5) No damage to public facilities, 6) No graffiti, 7) No parking, 8) No violation of traffic regulations, 9) No street stalls, 10) No feudal superstition.
28. Three tube six no:
Shut up, don't spit, don't swear;
Mind your own hands, don't litter, don't scribble;
Take care of your legs, don't trample on flowers and green spaces, and don't climb traffic barriers.
29. The meaning of the ring on different fingers:
Wearing it on the index finger means that you are still in love and courting;
Wearing it on the middle finger means that you have a lover and are in love;
Wearing it on the ring finger indicates formal engagement or marriage;
Wearing it on the little finger means never getting married and being single.
30. Smoking should pay attention to the problem:
1) Pay attention to the occasion when smoking. Nowadays, smoking in public places is considered to be a violation of social morality, and smoking is absolutely not allowed in places with no-smoking notices.
2) Smoking should be civilized and elegant. Don't throw cigarette butts about. If there are others present, you must ask their permission.
3) Smoking is allowed on some occasions. However, a toast to cigarettes should only promote politeness and politeness. So far, don't invite each other to smoke again and again.
3 1. Wonderful use of hand washing cup:
Now, when you eat in a rather elegant banquet or high-end restaurant, the waiter will bring you a small bowl of warm water after eating the food that will get your hands dirty (such as some shrimps and crabs with belt shells). You will soak your fingers in a bowl, then dry your hands with a napkin, and then the waiter will take the cup for washing your hands away from the table.
32. The technical indicators of business card making include several aspects.
(1) Specification (2) Material (3) Color (4) Pattern (5) Font (6) Content
33. What materials are commonly used when making business cards?
recycled paper
34. What is the best color for business cards in business communication?
Monochrome is preferred, generally light white, light blue, light yellow and light gray are preferred.
35. What patterns appear on business cards in business communication?
(1) enterprise identification mark (2) unit location (with sketch) (3) enterprise landmark building or flagship product.
36. In business communication, what is the font commonly used on business cards?
Standard printing and simplified printing are generally adopted. If you need to print English, the front and back should be printed separately. It is forbidden to print both Chinese and English on one side.
37. What kinds of business cards are there?
(1) Business card (2) Personal business card includes personal name and business name.
38. What are the three prohibitions on using business cards in foreign business contacts?
(1) Business cards cannot be altered casually; (2) Business cards are not allowed to provide more than two titles; (3) Personal contact information (mobile phone, home phone) is not provided on the business card.
39. In business communication, what problems should be paid attention to when accepting and delivering business cards?
When accepting other people's business cards, you should respectfully accept them with both hands and thank them; After receiving it, you should read the above contents carefully, and then put them in your coat pocket or business card holder to show your respect. Never put them in your coat pocket.
When handing someone a business card, you should get up, put the business card in your palm, press your thumb on the top edge of the business card, and hand it over to show your respect.
40. What are the principles of using mobile phones in business communication?
Don't ring, don't listen, don't go out to pick it up.
4 1. Why should we talk about the art of business communication?
(1) improve personal quality (2) facilitate our communication and entertainment (3) help to maintain corporate image.
42. Under the condition of market economy, the competition of enterprises is first of all (the quality of employees).
43. In business communication, individual represents (whole) and personal quality represents (corporate image).
44. What are the dual abilities of modern business people?
Business and communication skills.
45. (Business ability) is the foundation of business personnel.
46. What is the basic idea of business etiquette?
Respect-oriented, expressive and formal.
47. The most important thing to learn business etiquette is (respect first).
48. What are the basic requirements for women to wear jewelry in business communication?
In identity, the less the better.
49. What jewelry is not suitable for lesbians to wear in business contacts?
(1) Don't wear jewelry (2) Don't wear jewelry (brooches, anklets) that show gender charm.
What is the professional standard for wearing two or more accessories?
Homogeneity and color.
5 1. On formal occasions of business communication, gay men must wear (suits) and lesbians must wear (dresses).
52. What is the last question for professional women to wear skirts?
(1) Don't wear black leather skirt (2) Advanced, barefoot in formal occasions (3) Don't wear socks with holes.
(4) Avoid mismatched shoes and socks; (5) Three legs cannot appear.
53. What are the requirements for gay and lesbian hair length in business communication?
A man's shortest hair cannot be zero.
Women's hair should not be over the shoulder at the longest, but should be tied up or rolled up and not let loose.
54. What are the three taboos at the dinner table when having dinner with foreign friends in business communication?
(1) Don't decorate yourself in public.
(2) You can't persuade each other to take food at the dinner table.
(3) Don't make noise when eating at the table.
55. In business communication, where are the seats for the two-seater car?
Generally speaking, guests sit where they sit.
In addition, there are different occasions:
(1) Social occasions: When the owner drives by himself, the passenger seat is the upper seat.
(2) Official reception occasions: When full-time drivers drive, the right seat in the back row is the upper seat.
(3) Considering the safety, the driver's back seat has the highest safety factor.
56. What is the syllogism of modern enterprise management?
(1) Write down your ideas (make rules)
(2) Do what you write down (obey the rules)
(3) Write down what you have done (sum up experience, find out shortcomings, and improve on this basis)
57. What are the two main types of formal clothes for men in business communication?
Uniforms and suits
58. In business communication, how do men show their identity by wearing suits?
Three principles must be followed:
(1) Three-color principle-When a man wears a suit, he should not wear more than three colors (including top, bottom, shirt, tie, shoes and socks).
(2) the trinity rule-the three parts of the body should keep the same color (shoes, belts, briefcases)
(3) Three taboos-the trademark on the suit has not been removed.
-B There's something wrong with the socks. You shouldn't wear nylon stockings or white socks on formal occasions.
—— There is an error in playing the tie (using silk or pure wool tie).
59. What are the three elements of clothing in business communication?
Color, style and fabric
60. Can I wear a tie for a short-sleeved shirt in formal communication?
You can only wear a tie in uniform, otherwise it won't work.
6 1. Can I wear a jacket and tie?
You can't.
62. What are the fashionable styles of ties? Give two examples to illustrate.
1. Press a hole (commonly known as a man's dimple) under the tie knot.
Step 2 wear a tie without a tie clip
63. What should be the length of the tie?
The tie should be directly above the belt buckle.
64. What's the difference between formal clothes and casual clothes?
1) Different occasions: formal attire is required for formal occasions, but leisure suit cannot wear formal attire.
2) Different colors: Monochrome and dark colors are generally used for formal attire, with blue being the first choice, followed by dark gray or black. Casual suits can be white or blue.
3) Different fabrics: formal suits must be made of pure wool, and there is no restriction in leisure suit.
4) Different styles: formal attire is generally a single-breasted dark suit, while leisure suit is mostly a single piece.
65. In business communication, when both parties talk on the phone, who hangs up first is more educated?
1) People with high status hang up first.
2) The customer hangs up first.
3) The superior hangs up first.
4) When the states are equal, the calling party hangs up first.
66. What are the norms of business dress, that is, the six prohibitions of workplace dress?
1) It's too messy.
2) Too bright
3) overexposure
4) excessive perspective
5) too short
6) Too tight
67. What are the three elements of civilized service in business communication?
1) received three times.
2) The intersection of civilizations
3) Passion for "Three"
68. What does "three receptions" mean?
There are greetings, questions and answers, and delivery.
69. What is the content of the cross of civilization?
Greetings: Hello.
Request: Please
Thank you: thank you
Sorry: Sorry.
Farewell: Goodbye
70. What does Enthusiasm III mean?
Eye to eye, mouth to mouth, meaning.
7 1. What are the four names you don't use when dealing with guests in business communication?
1) has no name.
2) Substitute appellation
3) Inappropriate place names
4) Call each other brothers
72. Among the three elements of civilized service, what is the enthusiastic requirement from eye to eye and from mouth to heart?
Eye-catching requirements: 1) Look at each other; 2) Look at each other in a friendly way; 3) Look at each other for a period of time, which is about one third of the total time with you.
Oral requirements: 1) Can speak Mandarin 2) Distinguish people.
Requirements: 1) has an expression; 2) The expression should interact with the guests; 3) Natural and graceful, neither humble nor supercilious.
73. What are the three most concerned issues in business negotiation?
Dress of negotiators
2) negotiation strategy
3) Teaching time
74. What are the six things that westerners don't eat?
1) Don't eat the internal organs of animals.
2) Don't eat the heads and feet of animals.
3) Don't eat pets
4) Don't eat rare animals.
5) Don't eat freshwater fish.
6) Do not eat animals without fins and scales.
75. Manchu people avoid eating (dog meat) and Muslims avoid eating (pork).
76. What is the basic etiquette of eating buffet in business communication?
Take less many times.
77. What are the different dress codes for different occasions in business communication? What should I avoid wearing?
On formal occasions, dress should be solemn and conservative, and uniforms and suits should be worn to avoid fashionable casual clothes.
In social occasions, the dress should be fashionable and individual, and should wear fashion, dresses and national costumes, and avoid wearing various uniforms.
In casual occasions, the dress should be comfortable and natural. Jeans, sportswear and beach clothes should be worn, and suits and uniforms should be avoided.
78. What are the common social occasions for business people?
Banquets, dances, concerts, parties, visits
79. What should a business card include in business communication?
1) Personal affiliation, including unit, department and position.
2) My professional title, including name, administrative position and academic title.
3) My contact information, including the company's address, postal code and office phone number.
What are the taboos in workplace communication in business communication?
1) cannot criticize the country and the government.
2) State secrets and business secrets shall not be involved.
3) Don't interfere in the internal affairs of the communication object at will.
4) Don't talk about peers, leaders and colleagues behind their backs.
5) Don't talk about topics with low style.
6) Don't discuss personal problems.