Introduction To BusinessPresentation

Group Members:

Nasir Javed

Muhammad Shahid

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Aknowledgment

First of all we are thankful to Allah almighty for giving us the

strength to complete this project. We are also thankful to Mr.

Naveed Raja for his guidance and help in making this project.

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Owner of the business

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About Currency Exchange

Exchange Company (Pvt) Limited is doing currency exchange business since 2004 with a good market reputation and customer equity. We got the

Exchange Company Category (B) license from State Bank of Pakistan in 2004 and after the recommendation from SBP we successfully granted full

fledged Exchange Company license in March 2011.

Currently we deal with around 500 customers every day in respect of foreign exchange sale and purchase with offices located at four locations in

Rawalpindi and Islamabad. We are in the process of implementing large expansion plan to grow our branch network throughout the Pakistan.

Exchange is committed to providing its customers with the best personalized service, competitive foreign exchange products and rates, and

expertise you can count on.We are fully equipped with the modern security system inside and out of the premises loaded with 24-hours monitoring with cameras, including

throughout recording of the same, connected with CCTV Recording Monitoring System. Bugler Alarm Phoenix system is fixed in the premises

sensitive areas.

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Be Prompt, Prepared & Courteous

Be Prompt:○ Answer phone on 1st ring

○ Be ready to pay attention

○ Use consistent greeting (Good Morning Los

Rios...)

○ Always identify the organization and your name.

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Be Prompt, Prepared & Courteous

Be Prepared:

Always have paper and pencil close

Be ready to Listen

Have all tools close by to answer questions

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Be Prompt, Prepared & Courteous

Be Courteous:

Treat each caller like a guest

Always smile! – It can be heard!

Treat each caller like you would want to be treated.

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Effective Listening

Really Listen!

Two types:Comprehensive

To understand what caller is saying

CriticalTo evaluate and determine the facts

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Effective Listening Show that you are Listening!

Be attentive

Ask caller’s name and then repeat it

Ask what company the caller is from

Empathize with callers feelings (if necessary)

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LISTEN…

L = Let Others Speak I = Intend to ‘Hear” Them S = Speak When It Is Your Turn T = Talk With Them, Not At Them E = Enthusiastically Respond N = Never Speak When Others Are

Talking

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Offer Professional Assistance

Establish a respectful relationshipAlways ask how you may help

Ask caller’s name and if appropriate, the name of their company.

Advise honestly what you can do to assist

Be helpful but honest and don’t promise what you cannot deliver.

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Offer Professional Assistance

If transferring or placing call on hold is necessary, always give the caller the option (ask permission).

- Transfer: Advise caller who you are transferring them to and what extension.

- Stay on the line to be sure someone answers.

- Take call back if there is no one for them to talk with (you have already established a relationship.)

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Offer Professional Assistance

Placing the caller on hold.Always ask their permission

Check back within 30 seconds

Calling the caller back.State reasonable and accurate time you can call back.

Call back when promised.

Promise only what you can deliver.

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Delivering a Difficult Message Tips that may be helpful:

Deliver the message honestly without placing blame.Advise what action will be taken (if appropriate).Advise realistic time frame (if necessary) for any

action.Listen and offer Understanding without becoming

defensive.Offer an apology (if necessary) for any

inconvenience.Remind the caller of any responsibility they need to

take.Thank the caller.

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Balancing Your Time with the

Caller’s Needs Your time is valuable! Caller’s time is valuable! Employ effective listening. Take accurate message (READ # back) Advise caller of action being taken. Thank caller for his/her time.

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Concluding the Call Professionally

Always thank the caller (by name) for the call.

Remind the caller of what you promised (if appropriate).

Remind the caller of any actions they are assuming.

Remember that a clear message avoids unnecessary calls.

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SUMMARY

Be Prompt, Prepared, and Courteous Listen Effectively Offer Professional Assistance Diffuse Anger or Frustration Deliver the difficult message positively Balance your time with callers needs Conclude the call Professionally

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Learn It – Use It!

Name (3) techniques you’ve learned

List (1) thing you will change immediately

Share your best ‘phone skills’ advice

Questions?

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THANK YOU!

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