1. UNIT 2 – ETIQUETTE IN
BUSINESS SETTING

2. Carol Beer
Service Etiquette

3. Lesson Objectives
1 Explain service etiquette.
Explain the importance of observing
2 rules of etiquette and its appropriate
form in social exchanges.
Describe how introductions
3 are carried out.

4. ETIQUETTE
is a set of customs and
rules for polite behavior
in particular classes of
people or professions.

5. SERVICE ETIQUETTE

6. SERVICE ETIQUETTE
Meeting Attending to Parting
pleasantries customers pleasantries

7. Meeting pleasantries
Non-Verbal Signals Verbal Signals
1 • Body Language – Look 2 • Introduce yourself clearly.
approachable and be
approachable. • Ask the customer how
she/he would like to be
• Welcome customers with addressed.
a warm smile.
• Always maintain eye
contact.
• Be conscious of your
grooming.

8. Attending to customers
Non-Verbal Signals Verbal Signals
1 • Project a “customer- 2 • Be specific when
first” mindset. answering
questions/giving
• Always be ready to lend directions.
your customers a
helping hand. • Be prepared to go the
extra mile.
• Be aware of your body-
language; should be • “Wow” your customers.
positive

9. Parting pleasantries
Non-Verbal Signals Verbal Signals
1 • Maintain eye contact. 2 • Thank the customer for
doing business with you.
• Smile to show your
appreciation to serve • Express appreciation for
him/her. interest in the product/
service even though
• Always maintain a he/she does make a sale
positive body language
• Ask the customer to
come back

10. Form of Address
MALE
1  Use “Mr” to address men
 Use Sir if you do not know his name.
FEMALE (MARRIED)
2
 “Mrs” to address married women
 Use Madam if you do not know her name
FEMALE (SINGLE OR MARITAL STATUS UNKNOWN
3  ”Ms” to address women who are single or whose
marital status is unknown.
 Use Madam if you do not know her name.

11. TYPES OF GREETING

12. ROLE PLAYS &
THANK YOU!