汽车营销服务礼仪

汽车营销服务礼仪
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作者: , ,
2021-09
版次: 1
ISBN: 9787115538499
定价: 39.80
装帧: 平装
开本: 16开
纸张: 胶版纸
页数: 136页
分类: 管理
  • 本书系统地阐述了汽车营销服务礼仪,全书共8 章,内容包括:汽车营销服务礼仪概述、服务形象礼仪、接待礼仪、位次礼仪、交谈礼仪、商务通信礼仪、仪式礼仪和求职面试礼仪,每章附有实训与练习。书中通过案例和图片,使学习者易于掌握汽车营销服务礼仪的基本知识和规范要求。

    本书可供职业院校汽车营销与服务专业教学使用,也可作为汽车运用与维修技术专业等相关专业的教材,还可供从事汽车行业工作人员的培训或自学用书。 夏志华,吉林交通职业技术学院,教授,长期从事汽车营销与服务专业教学工作, 编写多部本专业教材,负责汽车营销与服务专业国家资源库《汽车配件营销与管理》课程建设,获交通运输部“第七届吴福-振华交通教育优秀教师奖”。 第 1章 汽车营销服务礼仪概述.......................................................................................... 1

    1.1 礼仪的内涵........................................................................................................................1

    1.1.1 礼仪的起源...........................................................................................................................2

    1.1.2 礼仪的含义...........................................................................................................................2

    1.2 汽车行业从业人员职业道德规范.....................................................................................5

    1.2.1 职业道德规范........................................................................................................................5

    1.2.2 职业道德的特征....................................................................................................................6

    1.2.3 汽车行业从业人员的职业道德规范....................................................................................7

    1.3 学习礼仪的途径..............................................................................................................10

    1.3.1 整合学习内容......................................................................................................................10

    1.3.2 创新学习方法......................................................................................................................11

    本章小结...................................................................................................................................12

    实训与练习...............................................................................................................................13

    第 2 章 服务形象礼仪....................................................................................................... 15

    2.1 仪容礼仪..........................................................................................................................15

    2.1.1 仪容的含义.........................................................................................................................15

    2.1.2 基本的仪容礼仪..................................................................................................................16

    2.2 仪表服饰礼仪..................................................................................................................19

    2.2.1 仪表的含义.........................................................................................................................20

    2.2.2 仪表礼仪的要素..................................................................................................................20

    2.2.3 服饰的含义.........................................................................................................................20

    2.2.4 服饰打扮的原则..................................................................................................................21

    2.3 仪态礼仪..........................................................................................................................24

    2.3.1 仪态的含义.........................................................................................................................24

    2.3.2 基本的仪态礼仪..................................................................................................................24

    2.3.3 体态语言.............................................................................................................................29

    本章小结...................................................................................................................................34

    实训与练习...............................................................................................................................34

    第3 章 接待礼仪.............................................................................................................. 36

    3.1 迎接礼仪..........................................................................................................................36

    3.1.1 接待人员礼仪......................................................................................................................37

    3.1.2 迎接客人的基本礼仪..........................................................................................................37

    3.1.3 打招呼.................................................................................................................................38

    3.1.4 汽车服务人员迎接顾客的语言技巧...................................................................................39

    3.2 握手礼仪..........................................................................................................................41

    3.2.1 握手的次序..........................................................................................................................41

    3.2.2 握手的时机..........................................................................................................................42

    3.2.3 握手姿态..............................................................................................................................42

    3.2.4 握手的方式..........................................................................................................................43

    3.2.5 握手的禁忌..........................................................................................................................45

    3.2.6 握手的技巧..........................................................................................................................45

    3.3 拜访礼仪..........................................................................................................................46

    3.3.1 拜访的基本原则..................................................................................................................46

    3.3.2 拜访客户的技巧..................................................................................................................47

    3.4 欢送礼仪..........................................................................................................................49

    3.4.1 送客基本礼仪......................................................................................................................49

    3.4.2 礼品馈赠礼仪......................................................................................................................50

    3.4.3 汽车营销服务人员送客的语言技巧...................................................................................54

    本章小结...................................................................................................................................55

    实训与练习...............................................................................................................................56

    第4章 位次礼仪.............................................................................................................. 57

    4.1 会客座次礼仪..................................................................................................................57

    4.2 宴会座次礼仪..................................................................................................................59

    4.2.1 宴会基本礼仪......................................................................................................................59

    4.2.2 进餐座次礼仪......................................................................................................................63

    4.3 会议座次礼仪..................................................................................................................66

    4.3.1 不同会议的座次..................................................................................................................66

    4.3.2 参加会议礼仪......................................................................................................................67

    4.4 行进中的位次礼仪..........................................................................................................69

    4.5 乘坐交通工具礼仪..........................................................................................................71

    4.5.1 乘坐轿车的礼仪..................................................................................................................71

    4.5.2 乘坐电梯的礼仪..................................................................................................................75

    4.5.3 乘坐公共交通工具的基本礼仪..........................................................................................75

    本章小结...................................................................................................................................76

    实训与练习...............................................................................................................................76

    第5章 交谈礼仪.............................................................................................................. 78

    5.1 介绍礼仪..........................................................................................................................78

    5.1.1 自我介绍.............................................................................................................................78

    5.1.2 为他人介绍.........................................................................................................................80

    5.1.3 集体介绍.............................................................................................................................81

    5.1.4 接受介绍时的礼仪..............................................................................................................81

    5.2 称呼礼仪..........................................................................................................................82

    5.2.1 称呼的方式.........................................................................................................................82

    5.2.2 称呼的禁忌.........................................................................................................................83

    5.2.3 称呼应注意的问题..............................................................................................................84

    5.3 名片礼仪..........................................................................................................................85

    5.3.1 名片的用途.........................................................................................................................85

    5.3.2 名片的分类.........................................................................................................................86

    5.3.3 名片的制作.........................................................................................................................86

    5.3.4 名片的递接.........................................................................................................................87

    5.3.5 索要名片的礼仪..................................................................................................................88

    5.3.6 存放名片礼仪......................................................................................................................89

    本章小结...................................................................................................................................90

    实训与练习...............................................................................................................................90

    第6章 商务通信礼仪....................................................................................................... 93

    6.1 电话礼仪..........................................................................................................................94

    6.1.1 电话基本礼仪......................................................................................................................94

    6.1.2 打电话的礼仪......................................................................................................................95

    6.1.3 接电话的礼仪......................................................................................................................97

    6.1.4 手机使用技巧......................................................................................................................99

    6.2 电子邮件礼仪..................................................................................................................99

    6.3 网络礼仪........................................................................................................................103

    6.3.1 网络基本礼仪....................................................................................................................103

    6.3.2 微信聊天基本礼仪............................................................................................................104

    6.3.3 文明上网注意事项............................................................................................................106

    本章小结.................................................................................................................................107

    实训与练习.............................................................................................................................107

    第7章 仪式礼仪............................................................................................................ 109

    7.1 开业仪式礼仪................................................................................................................110

    7.2 展览会礼仪....................................................................................................................112

    7.3 交接仪式礼仪................................................................................................................115

    7.4 庆典仪式礼仪................................................................................................................117

    7.5 签约仪式礼仪................................................................................................................118

    本章小结.................................................................................................................................120

    实训与练习.............................................................................................................................120

    第8章 求职面试礼仪..................................................................................................... 122

    8.1 面试准备阶段礼仪........................................................................................................123

    8.1.1 求职心理素质要求............................................................................................................123

    8.1.2 准备简历及相关资料........................................................................................................125

    8.1.3 用人单位资料....................................................................................................................126

    8.1.4 面试仪容服装....................................................................................................................127

    8.2 面试进行阶段礼仪........................................................................................................128

    8.2.1 面试礼仪基本要求............................................................................................................129

    8.2.2 面试时应答语言礼仪........................................................................................................130

    8.2.3 面试仪态举止礼仪............................................................................................................132

    8.2.4 面试禁忌............................................................................................................................135

    8.3 面试结束阶段礼仪........................................................................................................135

    8.3.1 面试结束的告别礼仪........................................................................................................136

    8.3.2 面试后的总结....................................................................................................................136

    本章小结.................................................................................................................................137

    实训与练习.............................................................................................................................137

    参考文献 ....................................................................................................................... 139
  • 内容简介:
    本书系统地阐述了汽车营销服务礼仪,全书共8 章,内容包括:汽车营销服务礼仪概述、服务形象礼仪、接待礼仪、位次礼仪、交谈礼仪、商务通信礼仪、仪式礼仪和求职面试礼仪,每章附有实训与练习。书中通过案例和图片,使学习者易于掌握汽车营销服务礼仪的基本知识和规范要求。

    本书可供职业院校汽车营销与服务专业教学使用,也可作为汽车运用与维修技术专业等相关专业的教材,还可供从事汽车行业工作人员的培训或自学用书。
  • 作者简介:
    夏志华,吉林交通职业技术学院,教授,长期从事汽车营销与服务专业教学工作, 编写多部本专业教材,负责汽车营销与服务专业国家资源库《汽车配件营销与管理》课程建设,获交通运输部“第七届吴福-振华交通教育优秀教师奖”。
  • 目录:
    第 1章 汽车营销服务礼仪概述.......................................................................................... 1

    1.1 礼仪的内涵........................................................................................................................1

    1.1.1 礼仪的起源...........................................................................................................................2

    1.1.2 礼仪的含义...........................................................................................................................2

    1.2 汽车行业从业人员职业道德规范.....................................................................................5

    1.2.1 职业道德规范........................................................................................................................5

    1.2.2 职业道德的特征....................................................................................................................6

    1.2.3 汽车行业从业人员的职业道德规范....................................................................................7

    1.3 学习礼仪的途径..............................................................................................................10

    1.3.1 整合学习内容......................................................................................................................10

    1.3.2 创新学习方法......................................................................................................................11

    本章小结...................................................................................................................................12

    实训与练习...............................................................................................................................13

    第 2 章 服务形象礼仪....................................................................................................... 15

    2.1 仪容礼仪..........................................................................................................................15

    2.1.1 仪容的含义.........................................................................................................................15

    2.1.2 基本的仪容礼仪..................................................................................................................16

    2.2 仪表服饰礼仪..................................................................................................................19

    2.2.1 仪表的含义.........................................................................................................................20

    2.2.2 仪表礼仪的要素..................................................................................................................20

    2.2.3 服饰的含义.........................................................................................................................20

    2.2.4 服饰打扮的原则..................................................................................................................21

    2.3 仪态礼仪..........................................................................................................................24

    2.3.1 仪态的含义.........................................................................................................................24

    2.3.2 基本的仪态礼仪..................................................................................................................24

    2.3.3 体态语言.............................................................................................................................29

    本章小结...................................................................................................................................34

    实训与练习...............................................................................................................................34

    第3 章 接待礼仪.............................................................................................................. 36

    3.1 迎接礼仪..........................................................................................................................36

    3.1.1 接待人员礼仪......................................................................................................................37

    3.1.2 迎接客人的基本礼仪..........................................................................................................37

    3.1.3 打招呼.................................................................................................................................38

    3.1.4 汽车服务人员迎接顾客的语言技巧...................................................................................39

    3.2 握手礼仪..........................................................................................................................41

    3.2.1 握手的次序..........................................................................................................................41

    3.2.2 握手的时机..........................................................................................................................42

    3.2.3 握手姿态..............................................................................................................................42

    3.2.4 握手的方式..........................................................................................................................43

    3.2.5 握手的禁忌..........................................................................................................................45

    3.2.6 握手的技巧..........................................................................................................................45

    3.3 拜访礼仪..........................................................................................................................46

    3.3.1 拜访的基本原则..................................................................................................................46

    3.3.2 拜访客户的技巧..................................................................................................................47

    3.4 欢送礼仪..........................................................................................................................49

    3.4.1 送客基本礼仪......................................................................................................................49

    3.4.2 礼品馈赠礼仪......................................................................................................................50

    3.4.3 汽车营销服务人员送客的语言技巧...................................................................................54

    本章小结...................................................................................................................................55

    实训与练习...............................................................................................................................56

    第4章 位次礼仪.............................................................................................................. 57

    4.1 会客座次礼仪..................................................................................................................57

    4.2 宴会座次礼仪..................................................................................................................59

    4.2.1 宴会基本礼仪......................................................................................................................59

    4.2.2 进餐座次礼仪......................................................................................................................63

    4.3 会议座次礼仪..................................................................................................................66

    4.3.1 不同会议的座次..................................................................................................................66

    4.3.2 参加会议礼仪......................................................................................................................67

    4.4 行进中的位次礼仪..........................................................................................................69

    4.5 乘坐交通工具礼仪..........................................................................................................71

    4.5.1 乘坐轿车的礼仪..................................................................................................................71

    4.5.2 乘坐电梯的礼仪..................................................................................................................75

    4.5.3 乘坐公共交通工具的基本礼仪..........................................................................................75

    本章小结...................................................................................................................................76

    实训与练习...............................................................................................................................76

    第5章 交谈礼仪.............................................................................................................. 78

    5.1 介绍礼仪..........................................................................................................................78

    5.1.1 自我介绍.............................................................................................................................78

    5.1.2 为他人介绍.........................................................................................................................80

    5.1.3 集体介绍.............................................................................................................................81

    5.1.4 接受介绍时的礼仪..............................................................................................................81

    5.2 称呼礼仪..........................................................................................................................82

    5.2.1 称呼的方式.........................................................................................................................82

    5.2.2 称呼的禁忌.........................................................................................................................83

    5.2.3 称呼应注意的问题..............................................................................................................84

    5.3 名片礼仪..........................................................................................................................85

    5.3.1 名片的用途.........................................................................................................................85

    5.3.2 名片的分类.........................................................................................................................86

    5.3.3 名片的制作.........................................................................................................................86

    5.3.4 名片的递接.........................................................................................................................87

    5.3.5 索要名片的礼仪..................................................................................................................88

    5.3.6 存放名片礼仪......................................................................................................................89

    本章小结...................................................................................................................................90

    实训与练习...............................................................................................................................90

    第6章 商务通信礼仪....................................................................................................... 93

    6.1 电话礼仪..........................................................................................................................94

    6.1.1 电话基本礼仪......................................................................................................................94

    6.1.2 打电话的礼仪......................................................................................................................95

    6.1.3 接电话的礼仪......................................................................................................................97

    6.1.4 手机使用技巧......................................................................................................................99

    6.2 电子邮件礼仪..................................................................................................................99

    6.3 网络礼仪........................................................................................................................103

    6.3.1 网络基本礼仪....................................................................................................................103

    6.3.2 微信聊天基本礼仪............................................................................................................104

    6.3.3 文明上网注意事项............................................................................................................106

    本章小结.................................................................................................................................107

    实训与练习.............................................................................................................................107

    第7章 仪式礼仪............................................................................................................ 109

    7.1 开业仪式礼仪................................................................................................................110

    7.2 展览会礼仪....................................................................................................................112

    7.3 交接仪式礼仪................................................................................................................115

    7.4 庆典仪式礼仪................................................................................................................117

    7.5 签约仪式礼仪................................................................................................................118

    本章小结.................................................................................................................................120

    实训与练习.............................................................................................................................120

    第8章 求职面试礼仪..................................................................................................... 122

    8.1 面试准备阶段礼仪........................................................................................................123

    8.1.1 求职心理素质要求............................................................................................................123

    8.1.2 准备简历及相关资料........................................................................................................125

    8.1.3 用人单位资料....................................................................................................................126

    8.1.4 面试仪容服装....................................................................................................................127

    8.2 面试进行阶段礼仪........................................................................................................128

    8.2.1 面试礼仪基本要求............................................................................................................129

    8.2.2 面试时应答语言礼仪........................................................................................................130

    8.2.3 面试仪态举止礼仪............................................................................................................132

    8.2.4 面试禁忌............................................................................................................................135

    8.3 面试结束阶段礼仪........................................................................................................135

    8.3.1 面试结束的告别礼仪........................................................................................................136

    8.3.2 面试后的总结....................................................................................................................136

    本章小结.................................................................................................................................137

    实训与练习.............................................................................................................................137

    参考文献 ....................................................................................................................... 139
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