Welcoming Visitors
Welcoming visitors involves making people feel relaxed and comfortable in a new environment. An essential part of this is small talk - or making conversation, which is not directly concerned with reaching a business deal.
What happens when a visitor arrives with an appointment to visit a company? He/She may start with following steps.
1. First Meeting
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The typical stages of the first meeting
Conversations take place in small talk:
- Offer of refreshments
- Questions about trip
- First visit / previous visits
- Length of stay / hotel, etc.
- Special interests / needs
- Reference to previous contact / other small talk.
USEFUL PHRASES
Welcome and introduction
Welcome to……..
My name’s………
Hello, my name is ……..from…..
I’m ……………… and I’ve got an appointment to see……
This is……….He/she’s my Personal Assistant
Can I introduce you to……..He/She is our Project manager
I’d like to introduce you to……….
Pleased to meet you
Small Talk
How was your trip? Did you have a good flight/ trip?
How are things in Jakarta?
How long are you staying in Medan?
I hope you like it
Is your hotel Comfortable?
Is this your first visit to Bali?
Can I get you anything?
Can we do anything for you?
Would you like a drink?
If you need to use a phone or fax, please let me know
Do you need a hotel/ a taxi/ etc….?
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Watch the following conversation of welcoming visitor as an example for you
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Body language is an important part in communication. It creates a bond between you and the customer and it shows your interest in real communication. Now, could you recognize the following body language would give a positive (P) or negative (N) impression to your visitors?
- at the beginning of a meeting, welcoming a Visitor
- at other moments in a business relationship.
Elicit suggestions for:- During Breaks
- Meals
- Social Occasions
- Evenings
- Moving from one place to another
- Edward Brown from U.S. is visiting a customer in Malaysia. He is talking to the Production Manager of a manufacturing plant in Kuala Lumpur.
Manager : is this your first visit here ? Brown : No, in fact the first time I came was for a trade fair. We began our southeast Asia Operations here at 2010 Exhibition. Manager : shall we have a look around the plant before lunch ? - What is wrong with what the production manager says?
The answer is, of course, that it breaks a “rule” of conversation. Generally, if you ask a question you should comment on the answer or ask a supplementary question.
- Now let’s try a better version of the same conversation
Manager : Is this your first visit here ? Brown : No, in fact the first time I came was for a trade fair. We began our southeast Asia Operations here at 2010 Exhibition. Manager : Ah yes, I remember the exhibition well. So it was very successful for you, was it? Brown : Well, we made many useful contacts, not least yourselves. Manager : Of course. Now, shall we have a look round the plant before lunch?
- What is wrong with what the production manager says?
- Complete the following Dialogue by writing appropriate sentences in the blanks.
David : Have you been to San Francisco before ? Lisa : No, it’s my first visit David : a)……………………………………… Lisa : I’m sure I will David : And, ..er, is the hotel all right? Lisa : Yes, it’s very comfortable David : b)…………………………………….., so, how was your flight today? was it good ? Lisa : no, it wasn’t actually. it was raining quite hard. There was a lot of turbulence David : c)…………………………………………… Lisa : Yes, it’s very scary David : So, do you have much time here? are you staying long? Lisa : No, I have to go back tomorrow afternoon. David : c)……………………………………, you have to come back again! Lisa : d)…………………………………….. David : So, what time’s your flight tomorrow? Lisa : It’s 5:30 David : Well, I can take you to the airport if you like, to get you there in good time Lisa : e)………………………………….. David : No problem at all. - Listen to this start and finish of a company visit and complete the sentences.
How well does Peter know his two hosts, Frank and Annie? Has he met them before ?
Play Audio
Frank : Good morning, you ……….Peter Masters. I'm Frank Wells. Welcome to Exel Printing Machinery Ltd. Peter : Thank you. It's nice to finally meet you face to face. Frank : Yes, we've talked so much on the phone, I feel I know you already. Peter, I'd like to………………you to Annie Thomas, our customer services manager. Annie, this is Peter Masters from TopForm, in Milan. Peter : Nice to meet you, Ms Thomas. Annie : ………………to meet you too. Frank : So, if you'd just come this way Annie : ………….your flight from Milan? Peter : It was fine. It even arrived a bit early. Annie : And is this your first time in London? Petter : No, it's my third. I've been here a couple of times as a tourist. I really like the city. Frank : So. here we are.……………….your coat? Peter : Oh, that's very kind of you. Frank : If …………….. to take a seat Peter : Thank you. Frank : ……………..care for coffee or tea? Peter : Tea would be nice Frank : Sure Peter : Well, as you know, I ………… because I am interested in buying offset printing machines and finishing equipment from your company. I ………………… more details about these items from various brands Frank : Yes, we can ………. anything from a single color GTO to a twelve color Speedmaster with Cutstar, a variety of printing presses, finishing equipment and full factory inventories which enables us to …….swift and reliable solutions to our customers. In the case that we do not hold the most suitable equipment for you, we will work effectively to source the most equitable options to meet your requirements using our global dealer network and bespoke machinery database. Let us deal with your part exchange, find a replacement machine and then install it for you. : Peter : So, here's my taxi. Well, ……………….for a good meeting. It was great to meet both of you. Frank : The same for us. Thanks for………………. It was very productive meeting. So, we’ll be in contact by email as usual. Peter : Yes, of course. Bye. Annie : Have a nice………… Bye Frank : So long for now. VOCABULARY
Appointment : Janji bertemu Offset Printing : Cetak Offset Machinery : Mesin Finishing Equipment : Peralatan Pascacetak Cutstar : Pemotong Lembaran Kertas Inventories : Persediaan Printing Press : Mesik Cetak Part Exchange : Pertukaran Suku Cadang Procurements : Pengadaan Sales Representative : Perwakilan Penjualan Swift : Cepat Equitable : Tepat Bespoke : Dipesan Lebih Dahulu Requirements : Kebutuhan Replacement Machine : Mesin Pengganti PRACTICE
Try to make a dialogue conversation in which you have an appointment with your prospective client in his office!
2. Small Talk: Keeping the Conversation Going
Small talk is always useful: