Case analysis of business etiquette
1, Mr. Jin, a salesman of a lighting equipment factory, rushed to the sixth floor with a newly designed lighting equipment sample in his hand. Before the sweat on his face could be wiped, he went directly into the office of manager Zhang of the sales department. Manager Zhang, who is handling business, was shocked. "I'm sorry, this is a new product designed by our company. Please have a look. " Mr. Jin said. Manager Zhang stopped what he was doing, took the lamp handed over by Mr. Jin, and casually praised: "It's beautiful!" And asked Mr. Jin to sit down, poured him a cup of tea, and then picked up the light-emitting device and studied it carefully. Seeing that Mr. Zhang was so interested in the new product, Mr. Jin was relieved, so he leaned back on the sofa, crossed his legs, smoked and looked around Mr. Zhang's office leisurely. When Manager Zhang asked him why the power switch was installed in this position, Mr. Jin habitually scratched his scalp with his hand. Although Mr. Jin explained it in detail, Mr. Zhang was a little dubious. Talking about the price, Manager Zhang stressed: "This price is much higher than our budget. Can you come down a little? " Mr. Jin replied, "Our manager said this is the lowest price and we can't go any further." Manager Zhang was silent for a long time and didn't speak. Mr. Jin was a little impatient, but he couldn't help but loosen his tie and stare at Manager Zhang, who frowned. "Where is the advanced performance of this luminous body?" Mr. Jin scratched his scalp again and repeatedly said, "New shape, long life and electricity saving." Manager Zhang left the office on an excuse, leaving Mr. Jin alone. Mr. Jin waited for a while and felt bored, so he picked up the phone on the desk and chatted with a friend. At this moment, the door was pushed open, and it was not Manager Zhang but the office secretary who came in.
Question: Please analyze the case. What are the etiquette defects that Mr. Jin failed to negotiate?
Xiao Huang failed in the final interview.
Xiao Huang went to a foreign company to attend the last interview of assistant general manager. To be sure, she dressed up this time. A suit of avant-garde clothes, fashionable bracelets, unique rings, shiny necklaces and trendy earrings are the focus everywhere, which is unparalleled and stands out from the crowd. Besides, her opponent is just a plain girl, and her education is not higher than her, so Xiao Huang thinks it is a shoo-in. But the result was unexpected, and she was not recognized by this foreign company. The examiner said apologetically, "You are really beautiful. Your clothes and accessories are pleasing to my eyes, but I don't think you are suitable for the job of assistant." I'm really sorry. "
Analysis:
Always pay attention to your clothes and accessories and distinguish between occasions. For accessories, it is advisable to have less than more, otherwise it will give people a feeling of publicity, depression, disorder and indifference.
There are no masters here, only doctors.
A college student, clutching his left lower abdomen, ran to the infirmary and said to the doctor, "Master, I have a stomachache." The doctor sitting in the consulting room said, "There are only doctors here, not masters. Please go to the student canteen to find the master. " The students blushed to the ears.
Comments:
The names of cultural people must be clear, so as to reduce the difficulty, which not only reflects their own cultural level, but also shows respect for others. Of course, as a doctor, we should also pay attention to service attitude and etiquette. Be tolerant of inappropriate language of customers and adopt a euphemistic tone when criticizing each other.
4. Once a company recruited secretarial staff, because of the generous treatment, there were many applicants. Xiao Zhang, a graduate of Chinese Department, went for an interview with the best background materials: after four years in college, he published 30,000-word works in various journals, including novels, poems, essays, comments and political comments. She has also planned anniversary celebrations for six companies. She is fluent in English and her calligraphy is a must. Xiao Zhang has regular facial features and a tall and well-proportioned figure. During the interview, the recruiter waited for her to come in with the materials. Xiao Zhang, wearing a mini skirt, revealing the thigh of lotus root, a navel dress and bright red lipstick, walked lightly to an examiner and sat down without asking. Then he crossed his legs and smiled and waited for questions. Unexpectedly, the three recruiters exchanged glances with each other, and the examiner said, "Miss Zhang, please go back and wait for the notice." She was beaming: "Great!" Pick up a small bag and run out the door.
Question: Can Xiao Zhang wait for the employment notice? Why? If you are Xiao Zhang, how are you going to prepare for this interview? Comments: Xiao was not admitted because she lacked the basic etiquette of the interview; Specifically, her unreasonable performance is as follows: 1, the clothing is too fashionable, avant-garde, irregular and solemn, giving people a frivolous feeling; 2, the makeup is too bright and exaggerated. 3, the behavior is arbitrary, uncivilized and elegant. "Come uninvited" and "cross your legs" give people a feeling of lack of basic self-restraint.
5. Wang Feng studied very hard in college and got excellent grades. He won a special scholarship almost every year, so his classmates nicknamed him "Superman". After graduating from college, Wang Feng successfully obtained the opportunity to study for a master's degree in the United States, and successfully entered an American company after graduation. Eight years later, Wang Feng has now become the department manager of the company. On National Day this year, Wang Feng returned to China to visit relatives with his wife and children. One day, watching a musical in the Grand Theatre, I just sat down and found three people coming towards them. One of them held out his hand as he walked and shouted, "Hello! This is not? Superman? Really? How did you come back? " At this time, Wang Cai recognized that the speaker was his high school classmate Jia Zheng. Jia Zheng didn't go to college, so he went to the south to do business and made some money. Now he has returned to Shanghai and registered a company.
Climb the boss Today, I happened to accompany two business partners from Hong Kong to a musical. This business partner is an old Hong Kong couple he has been dating for many years. At this point, Wang Feng and Jia Zheng are both excited and moved by each other. After Jia Zheng called loudly, he remembered that there was a lady standing beside Wang Feng, so he asked who was the lady beside Wang Feng. Wang Feng then remembered to introduce his wife to Jia Zheng. After Wang Feng's introduction, Jia Zheng stepped forward excitedly and gave Wang Feng's wife a hug. At this time, Jia Zheng also remembered that it was time to introduce his business partner to his old classmates.
Question: The meeting etiquette on the above occasions is in line with etiquette. If yes, please point out and explain what the correct way is.
Comments: The main areas inconsistent with etiquette are:
You can't call each other by their nicknames in public.
It is not easy to greet people loudly in public and influence others.
Introduce each other's passing guests in time, and don't neglect the accompanying Ren Pan.
Hugging the opposite sex is not suitable for China. It is better to shake hands.
6. On Sunday, a young couple took their lovely baby shopping. The baby looked at the dazzling array of goods and pointed with his little finger, showing a cheerful expression. When they came to the children's toy counter, the clerk smiled and greeted the children's parents: "What do you want to buy? Do you want to buy a toy for your child? " The couple looked at the marked price of the goods, shook their heads apologetically and wanted to leave with their children in their arms. Suddenly, the baby began to cry: "I want toys!" " I want toys! "The couple had to compensate the smiling face, persuade and coax, but to no avail. The salesman seemed to realize something, and immediately picked out several high-end electric toys, turned on the switch to make the toys move for the children to see, and kindly asked, "Baby, which toy do you want?" "Aunt will get it for you." The child stopped crying at once and simply said, "robot dog!" " "At this time, the salesman took a look at the young couple, saw that they were hesitant, exchanged glances, and finally bought the robot dog with money.
Please answer: (1) What negotiation strategy did the salesman use? Why is it successful?
(2) What are the characteristics of this strategy? What is the application in business negotiation?
Answer: (1) Salespeople adopt the strategy of combining rigidity with flexibility; I found each other's weaknesses, children, and moved customers emotionally by inducing their needs.
(2) The characteristic of this strategy is to take advantage of the other person's emotional weakness, and at the same time be patient and be good at expressing friendly attitude in order to gain the other person's good opinion. In business negotiation, this strategy is suitable for those opponents who are tough, arrogant and have obvious emotional weaknesses.
Case analysis of business etiquette
Mr. Jin, a salesman of a lighting equipment factory, hurriedly ran to the sixth floor with a newly designed lighting equipment sample in his hand. Before the sweat on his face could be wiped, he went directly into the office of manager Zhang of the sales department. Manager Zhang, who is handling business, was shocked.
"I'm sorry, this is a new product designed by our company. Please have a look. " Mr. Jin said.
Manager Zhang stopped what he was doing, took the lamp handed over by Mr. Jin, and casually praised: "It's beautiful!" And asked Mr. Jin to sit down, poured him a cup of tea, and then picked up the light-emitting device and studied it carefully.
Seeing that Mr. Zhang was so interested in the new product, Mr. Jin was relieved, so he leaned back on the sofa, crossed his legs, smoked and looked around Mr. Zhang's office leisurely.
When Manager Zhang asked him why the power switch was installed in this position, Mr. Jin habitually scratched his scalp with his hand.
Although Mr. Jin explained it in detail, Mr. Zhang was a little dubious. Talking about the price, Manager Zhang stressed: "This price is much higher than our budget. Can you come down a little? "
Mr. Jin replied, "Our manager said this is the lowest price and we can't go any further."
Manager Zhang was silent for a long time and didn't speak.
Mr. Jin was a little impatient, but he couldn't help but loosen his tie and stare at Manager Zhang, who frowned.
"Where is the advanced performance of this luminous body?" Mr. Jin scratched his scalp again and repeatedly said, "New shape, long life and electricity saving."
Manager Zhang left the office on an excuse, leaving Mr. Jin alone. Mr. Jin waited for a while and felt bored, so he picked up the phone on the desk and chatted with a friend. At this moment, the door was pushed open, and it was not Manager Zhang but the office secretary who came in.
Question:
1. Please analyze the case. What are the etiquette defects of Mr. Jin's business that failed to negotiate successfully?
2. How should Mr. Jin pay attention to personal etiquette in business activities?
Analysis: 1. From the beginning, Mr. Jin was excited to climb the sixth floor. Mr. Zhang, who he is going to visit, is the head of his business, so he should pay great attention to etiquette:
(1) went straight into the sales department without wiping the sweat on his face.
Richard's office, first of all, does not attach importance to its external image, which is correct.
A disrespect from others. You will leave a bad impression on others here.
Impression.
(2) Mr. Zhang took the lamp handed by Mr. Jin and praised it for its beauty and generosity.
Please sit Mr. King down and pour him a cup of tea. I'm Mr. Kim
I should say thank you, but he didn't. Obviously, there is no etiquette.
And left some unpleasant places to others.
Mr. Jin leaned back on the sofa and smoked with his legs crossed.
Looking around manager Zhang's office leisurely. This is also a kind of disrespect.
Heavy, first of all, others didn't invite you to sit down and didn't tell you what wasn't possible.
Being able to sit is also a matter of etiquette, and so is smoking and watching casually.
It's impolite.
Mr. Jin used to scratch his scalp with his hand. Include the following numbers
Loosen your tie yourself. He can't take his habitual actions.
Go to a business discussion.
⑤ Manager Zhang is still a little dubious. It's time to ask him where else.
Need an explanation?
When it comes to price, Mr. Kim should not have such a firm attitude.
Settle with both parties and explain the reasons for not giving in. It's Mr. Kim again
Scratching his scalp and repeatedly saying, "New shape, long life,
Save electricity. "Having said that, obviously feel some impatience, let
Easily offensive.
7. Mr. Jin waited for a while and felt bored, so he picked it up casually.
Chatting with a friend on the phone on the public desk. This should be installed.
Wait quietly for a while, it's too damaging to the image.
2. Personal image, neat and decent dress, and civilized behavior language.
case analysis
A company negotiates cooperation projects with foreign investors. After inspecting the company, foreign investors are very satisfied and ready to invest10 million dollars. After the negotiation, the foreign businessmen found that there were sputum marks on the elevator of the company's office building. After returning to China, they wrote back and refused to sign the contract.
Q: What do you think this letter should say? What do you think of this problem? analyse
The letter said: people who don't cherish the environment are not trustworthy, and enterprises who don't cherish the environment are not worthy of cooperation.
How to treat it: Cherishing the environment is the first principle in the routine of international communication, emphasizing that we should not just stay in words, but should implement it in action. Only by developing good behavior habits in daily life will there be no problems at critical times.
Case analysis of business etiquette
Meet and introduce
One day, an American guest came to a hotel in Nanjing to prepare for his stay. In order to confirm the identity of the guests, the front office service staff spent a lot of time going through the relevant formalities and checking the documents. Seeing that the guest was a little impatient, the receptionist explained to the lady who accompanied the guest in Chinese, hoping to make the other party understand through her. In conversation, he used to use the word "foreigner" to address his guests. Unexpectedly, when the lady heard this name, her face immediately fell and she expressed great dissatisfaction. It turns out that this lady is none other than a guest's wife. She thinks the address of the service staff is too impolite. Seeing this situation, the relevant personnel and service personnel immediately apologized, but the mood of the guests was greatly affected, and they could not let go, and even had a bad impression on this hotel.
Instrument suit
Xiao Ye, the general manager of a large domestic enterprise with good benefits, finally got the chairman of a famous American household appliance enterprise to agree to cooperate with his own enterprise through various efforts to bridge the gap with the higher authorities. In order to leave a good impression of cleverness and fashion, Xiao Ye wore a T-shirt, jeans, sneakers and a pair of fashionable sunglasses. When he appeared in front of the other party happily with his secretary in a black leather skirt and heavy makeup, the other party looked him up and down with puzzled eyes for a while, and he was very dissatisfied, so the cooperation failed.
Catering reception
Li Moumou is a salesman of a company. In order to strengthen communication with American companies, the company sent him to the United States to study and inspect. Representatives from American companies warmly welcomed Li's arrival. After shaking hands with the American representative, Li went up to a female secretary and offered to shake hands with her. Later, in order to welcome Li, representatives of American companies invited Li to a local restaurant for dinner. When he arrived at the restaurant, Li took the initiative to pull a chair for the lady to show his gentlemanly demeanor. When eating, Li takes out his mobile phone from time to time so as not to miss important information. After dinner, Li saw that there were many delicious dishes left on the table that he couldn't eat in China, so he asked the waiter to pack them and take them away. After finishing his studies, Li decided to return to China. Before leaving, Li expressed the hope that he would have the opportunity to invite American companies to study in China and give them a pair of chopsticks with China characteristics. The representative of the United States also returned a small gift, thanked him quickly, packed his luggage and set off for home.
Give gifts to each other
The boss of a company asked his secretary Li to choose gifts for American customers and give them to him when he returned to China. So Secretary Li went to the gift market for a day, and finally decided to buy a set of dragon ornaments, which are very atmospheric and expensive, to show his sincerity, because I heard that Americans like national things very much. He also knew that American customers brought a female secretary, so he chose a perfume to show his sincerity. He asked the shop assistant to wrap it beautifully. The salesman said, "then use black wrapping paper, which looks atmospheric." This color is the most popular this year. " When she thought it was the most popular, Secretary Li was very happy. Finally, she took the carefully selected gifts back to her boss. The boss scolded him and gave the task to someone else. Secretary Li was very upset about this, so he asked others to know that it was so.
Social language
The general manager of a foreign trade company went to the United States for an interview at the request of an American partner. The two sides should discuss the next cooperation plan. After arriving in the United States, the United States was very interested in the cooperation plan proposed by China, and the cooperation matters were basically determined, just waiting for the signing. While waiting for the contract, the representative of the United States invited the general manager of the foreign trade company to his house for a banquet out of courtesy, and the general manager was gladly invited. After arriving at the representative's home in the United States, I began a habitual Chinese conversation. In order to close the distance between the two sides, he asked the American representative at the beginning: You look pale. Didn't you have a good rest last night? I also asked in detail whether I was sick or other reasons. Later, I felt that the face of the American representative was not very good, so I stopped. In order to show his high taste, he asked the American representative: Your house is beautifully decorated, so it must have cost a lot of money, right? After the visit, the American representative said that he would carefully consider the specific contents of the contract and let the general manager go back and wait for news. Shortly after the general manager came back, the American representative sent someone to inform the general manager to cancel the contract. The reason is that the American representative thinks that the general manager doesn't respect him and doubts the sincerity of the general manager's cooperation.
Visiting etiquette
Li Hua is a new salesman who has just applied to an American company. Today, he is going to visit manager Wang of a company. As there was no phone call from Manager Wang in advance, Yong Jin went directly to Manager Wang's company without an appointment. Jin Yong just entered an American company and didn't have a company uniform, so he chose to dress up for leisure sports. When he arrived at manager Wang's office, he just answered the phone and motioned for him to sit down on the sofa and wait. Yong Jin leaned back on the sofa, stretching his legs, smoking, while leisurely scanning the manager zhang's office. During the waiting time, I looked at my watch from time to time, stood up from the sofa from time to time and walked around the office. I also looked through some information on the coffee table.
meeting etiquette
Liu Huan is a senior salesman in a clothing factory in Chinese mainland. His eloquence and business ability puzzled his boss. To this end, the boss sent Liu Huan to receive customers from the United States, and prepared to hold a business meeting to sign the contract. After receiving the task, Liu Huan thought it was a real deal, because he thought Americans were open-minded, generous and very accommodating, so he didn't do much preparation. On the morning of the arrival of American customers, Liu Huan overslept the next morning because of fatigue the night before, and went to the airport dusty to introduce himself to customers. "This is Mr. Liu from xxx Company?" American customers are very dissatisfied with his unshaven beard and untidy clothes, but because of their long-term cooperation with this company, they have to bite the bullet and come to the company. After meeting the boss, he took the lead in shaking hands with the boss, and then turned to introduce the American customers.
After some greetings, they came to the auditorium, and the conference table was filled with all kinds of drinks. Liu Huan took out the USB flash drive prepared in advance and prepared to introduce his own copy, but after plugging in the USB flash drive, he didn't find his own information, only to remember that he had forgotten to copy it because of negligence. At this time, the atmosphere of the meeting was very embarrassing, and several American customers said they didn't understand it very well. The meeting was postponed for half an hour after the week's election. Due to lack of rest, Liu Huan's thinking is not agile enough and his voice is very low. In the end, Liu Ye lost his job because the cooperation failed.
Negotiation etiquette
A metallurgical company in China wants to buy an advanced combined furnace from the United States and send a senior engineer to negotiate with American businessmen. In order to accomplish his mission, the senior engineer made full preparations. He searched a lot of information about smelting combined furnaces and spent a lot of energy on the international market, as well as the history, present situation and operation of American companies. At the beginning of the negotiations, American businessmen asked for $6.5438+$5,000. China engineers listed the transaction prices of various countries, which made American businessmen stunned and finally reached an agreement for $800,000. When negotiating to buy automatic smelting equipment, American businessmen offered $2.3 million, but after bargaining, it was reduced to $6.5438+0.3 million. China still disagreed, and insisted on bidding $6,543,800+3,000. The American businessman said that he didn't want to continue the negotiation, threw the contract in front of China engineers and said, "We have made such a big concession, but your company still can't cooperate. It seems that you are not sincere. Let's forget about it and go back to China tomorrow. " China engineer smiled, stretched out his hand and made an elegant invitation gesture. The American businessman really left, and others in the metallurgical company were a little anxious, even complaining that engineers should not dig so hard. The engineer said, "Don't worry, they will come back. Last year, they sold the same equipment to France for $950,000, and the price of this equipment in the international market was $6.5438+$00,000. " As expected, a week later, the United States came back to continue negotiations. The engineer pointed out to the American businessman the transaction price they had with the French, who was shocked again. He didn't expect the Chinese businessman to be so smart at present that he dared not quote a false price again. He had to say, "the benefits of rising prices are not as good as last year." The engineer said, "The inflation index should not exceed 6% every year. In the remaining years, you calculate, how much should it rise? " American businessmen were speechless when asked, so they had to give in to the facts and finally reached a deal with 105438+00000 dollars.
Travel etiquette
Mr. Zhang, a salesman in the poetry department, once flew to the United States to discuss a business deal. When you get off the plane, wait for the man to pick him up in the waiting room. I fell asleep in the waiting room, took off my shoes and slept on the bench, because I flew for too long. I woke up after a while, and then I played music outside my mobile phone. Americans are very dissatisfied with him when they see such a situation, and many people frown. Later, when Mr. Zhang was negotiating business, he met his own customers. On the first side, he introduced himself in a hurry and handed his business card to the customer. Because I forgot to write my phone number when I made my business card before, Mr. Zhang added a line of phone numbers with a pen. The whole process was dissatisfied with customers and the business ended in failure.
Communication etiquette
A: Hello.
B: Good morning. I'm Gary Black. May I have a word with Mr Smith?
A: Just a moment, please.
How do you do, Mr Smith? Our office. Who is this, please?
Hello, I'm Gary. Me? I'd like to speak to Mr. Smith.
I'm sorry, he? Went out. Please call back later. I have to hang up now. I have a phone call on the other line.
B: All right. Goodbye.
cultural taboo
In 1960s, American President Johnson visited Thailand. When he was received by the King of Thailand, Johnson had no qualms about crossing his legs and pointing his toe at the King. This gesture was regarded as an insult in Thailand, which caused the dissatisfaction of the Thai king.