Welingkar’s Distance Learning Division

CHAPTER-15

KNOW YOUR CUSTOMER

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Welingkar’s Distance Learning Division

Know your customer

Meeting a client is done to create or strengthen a

relationship

It is important to…o Know about himo Know about his companyo What his company is interested ino Know his interesto Know a little of his familyo His hobbies or sport that he plays

This makes a conversation easy and warm to the customer

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Welingkar’s Distance Learning Division

Each region has its own ways

o In Europe its important to be on time.

o In Latin America it is considered impolite if you are not at least 30 minutes late

o Respect food habits

o Respect sensibilities of other’s customs when travelling

We Learn – A Continuous Learning Forum

Welingkar’s Distance Learning Division

o When you are taken out for a lunch and offered alcohol, do not say“I do not drink alcohol in the afternoon. It makes me lethargic”

Instead say“No thank you”

o When you send flowers while in the Middle East or China avoid white or yellow flowers. Avoid chrysanthemums when in Europe

o Japanese believe in bowing and solemnity as an important gesture when handing over a visiting card

We Learn – A Continuous Learning Forum

Welingkar’s Distance Learning Division

Its good business etiquette to knowas much as you can

aboutyour customer

in order to make himfeel good

andrelaxed

We Learn – A Continuous Learning Forum