“Personal effectiveness is the core of our business.”
- Sheila Viesca, TalkShop

Thursday, December 27, 2012

Business Social Etiquette

Business Social Etiquette

       Social etiquette is a form of interacting with business associates, family, friends and strangers that allows you to make a good impression and avoid conflict or embarrassment. According to Professional Image Management, social etiquette encompasses manners as well as how to project confidence and deal with any situation. You get much of your social etiquette training as a child, but structured, professional training can help you meet any situation with grace and style.

Etiquette can help businesses improve the following areas:

  • Branding. Everything we do reflect on our company and our products. By acting professionally, we send the message that our business is credible and trustworthy. Personalized care may very well be your edge against the competition.
  • Customer Care. The best way to show customers that their patronage is valued is to treat them with respect and consideration. This in turn can inspire customer loyalty and positive feedback.
  • Employee Engagement. Good manners help improve employee/ team morale and confidence.
  • Team Synergy. Good manners help establish smooth working relationships within a team, which contributes to greater productivity
Example: “President Andrews, I would like you to meet Caroline Daniels. She’s the head of the Public Relations Department. Caroline, this is President Mike Andrews.”
      Talkshop, the best English school in the Philippines has been in the industry for more than 13 years and is now the proud leader in soft skills and communication training. We offer a wide variety of programs and customize them according to your needs.

Three steps to introducing yourself effectively:

1. Project warmth and confidence.

Many people size you up even before you say a word, which is why it’s important to mind your body language. When introducing yourself, stand up straight, relax and establish eye contact.

2. State your first name and your last name. Depending on the situation, you may also state your affiliation and/ or your position in the company. Example: “Hello. I’m Jacqueline Smith. I’m the Quality Control Officer.”

3. When the other person has given their name, repeat it in acknowledgment. “It’s nice to meet you, Mr. Andrews.” or “It’s nice to meet you, Joseph.” Repeating their name is an acknowledgment that you heard their introduction.

Networking is not just about presenting yourself. You may also find yourself introducing two strangers to one another. Here are three guidelines to introducing others:

1. Take note of the pecking order. In business, introductions are made based on a person’s seniority in a company. This is regardless of age and gender. When you present, present a person with the lesser status to the person with the higher status. Mention the name of the person with the higher status first. 

2. Introduce strangers first! If you are introducing two persons of equal rank to one another, start with the person that you don’t know. This way you can use the introduction to make the newcomer feel welcome.

3. Mind titles.

Unless invited otherwise, stick to using formal address such as “Mr. Gallagher” or “Attorney Louis Harris”.


      While positive human interaction is the ultimate goal of social etiquette, formal training usually includes lessons on how to navigate a formal table setting and how to compose proper thank you letters. Specialized training sessions can prepare you for various cultural exchanges as well as acceptable etiquette for the telephone and Internet communications. 

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Monday, December 17, 2012

Customer Service

Customer Service

"There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer! The customer is the person who pays everyone’s salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the CEO on down, and he can do it simply by spending his money somewhere else.

Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in mind – pleasing the customer."

 Faisal Amin
Marketing Director of Talkshop

Ask any CEO of a company, president of a bank, manager of an office, minister or staff person and they will tell you HOW IMPORTANT the customer is to their operations and success. In meeting after meeting, heads of industry, the service sector, utilities, and government try to convince the audience how much they believe in customer service.

“It is our mission, it is our number one priority, it is our goal, it is why we are in business, etc...,” often prove to be mere epitaphs. Unfortunately, these same “customer friendly” executives go back to their offices, de-employ office staff, fail to initiate a customer service improvement plan and send memos out saying customer complaints are unjustified and overblown.

• Customers will spend up to 10% more for the same product with better service.
• When customers receive good service they tell 10-12 people on average.
• When customers receive poor service they tell upwards of 20 people.
• There is an 82% chance customers will repurchase from a company where they were satisfied.
• There is a 91% chance that poor service will dissuade a customer from ever going back to a company.

It is often not what you articulate but how it is presented. What you wear and how you express yourself has a lot to do with how what you say is received.
Have you ever noticed how a person who is dressed-up, even in older or out-of-style clothing, always commands more authority and respect? The impression they make and what they have to say is enhanced by their personal presentation, facial and hand gestures, as well as the substance of what they have to say. As it turns out, substance is only part of the equation of being persuasive and influencing perception.

Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for!

At Talkshop, the best English School in Manila, we will help you master how to deliver excellent customer service in your company.

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Telemarketing Strategies that Work


As the opportunities to grow any business increase so must company productivity.  Owners and managers just need to be more proactive in search of new markets. It is no longer acceptable to simply wait for callers to make the call. The key is relationship building to ensure that every business meeting and sales call ends with a closing.

Effective telemarketing strategies cover lead generation, introduction, the sales pitch and closing the sale. The aim is to train employees to think like owners as they handle each task with an understanding that doing so will affect the company's success and bottom line results.

What is Lead Generation?

Lead generation starts with a pre-qualifying process to enhance the sales rate.  A high potential client is considered a qualified lead. The lead qualifier should know which questions to ask within a limited time period to ensure the right client demographic for whom the company's products and service most strongly appeals.  The lead qualifier can also assist in finding lead sources, such as forums, professional associations, and various social-media sites.   To get the best leads, the company owner or marketing manager, should set the criteria and the best sourcing strategy to eliminate waste of time on incomplete or irrelevant data.

What Makes a Good Introduction?

The introduction is usually scripted so that key points are not forgotten. If representatives are allowed to deviate from the written script, they must remember the key words and points so they accurately communicate the brand and service to the potential customer.  They key is to sound pleasant, confident, and accommodating while being straight-to-the point in their answers.

What is the Best Sales Approach?

Whatever approach or strategy the company is using, or whether the representatives have free hand in using their own style, must be determined before picking up the phone.  It is a good idea to begin with the objective in mind. Is the call for a product pitch or to set up a sales appointment? Is the call being made to a current customer or a prospect? These factors, when identified at the onset,  will greatly affect the productivity of the employee.

How Do I Close the Sale?

Closing is initiated once the customer has indicated an interest in the product or service. A seasoned telemarketer can usually tell when it is okay to apply the direct approach.  This happens when a customer shows interest and the telemarketer assumes the sale then proceeds right away to closing.  Busy customers who know what they want prefer simply being asked payment method he would like to use. A softer approach is to offer an alternative by mentioning two products and asking which one the customer prefers. What is important is to consider that the customer should sense that he has an option to decline the purchase.

There are now training providers that offer salesmanship and telemarketing trainings. One such provider is TalkShop located in G|F Torre de Salcedo, 184 Salcedo St., Legaspi Village, Makati City. TalkShop, the leading corporate training provider in the Philippines, started in 2000. The proponent of Integrated Language Teaching (ILT), TalkShop serves the wide-range of soft skills training requirements of of high-profile clients and top 1000 corporations who want to give only the most relevant, timely, and results-driven trainings to its teams.

(632) 894 5588 | 0917 853 5588 | www.talkshop.ph

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