Page 83 - TX_Marketing 2_M1_v2

Etiquette refers to the appropriate behavior in a given situation or environment

established by an authority or tradition. To come across as authoritative and ethical,
you must understand the differences between appropriate and inappropriate attire;

appropriate and inappropriate phone conduct; and appropriate and inappropriate

conduct regarding written correspondence for any given situation; in our case it is
real estate negotiations.

Regarding wardrobe you should, above all, appear well-groomed. Keep your clothes
pressed and dry cleaned; keep your hair and nails trimmed and clean; and always

wear reasonable amounts of make-up and hair products. Carefully select and use

scented products, such as deodorants, aftershaves, perfumes, and lotions. Strong
scents give some people a headache. In addition, some people don’t respond well to

color or don't like particular colors.

When in doubt, remember that simple dress with traditional colors will at least
ensure that you won't be an eye sore.

The way you greet incoming callers or persons who answer outgoing calls says
something about you and your entire company. In the case of cold calling, the first,

initial greeting might make the difference between obtaining a new customer or

client or not.

When greeting people on the phone you should always follow these steps: 1. Say
hello and "good morning," "good day" or "good evening" (respectively); 2. Identify

yourself and the company for which you work; and 3. Either ask "how can I help you"

(for an incoming caller) or state why you have called (for an outgoing call). Traditional
post letters and e-mails should be thoroughly checked to be sure that they are:

Necessary, poignant and brief (most professional letters should only be one page);

correct regarding spelling and grammar, because you cannot come across as
authoritative and professional with frequent misspellings and improper punctuation;

and signed by an individual with that individual's contact information listed.

TX Marketing II: Negotiation Techniques 82