第 1章 汽車營(yíng)銷服務(wù)禮儀概述.......................................................................................... 1

1.1　禮儀的內(nèi)涵........................................................................................................................1

1.1.1　禮儀的起源...........................................................................................................................2

1.1.2　禮儀的含義...........................................................................................................................2

1.2　汽車行業(yè)從業(yè)人員職業(yè)道德規(guī)范.....................................................................................5

1.2.1　職業(yè)道德規(guī)范........................................................................................................................5

1.2.2　職業(yè)道德的特征....................................................................................................................6

1.2.3　汽車行業(yè)從業(yè)人員的職業(yè)道德規(guī)范....................................................................................7

1.3　學(xué)習(xí)禮儀的途徑..............................................................................................................10

1.3.1　整合學(xué)習(xí)內(nèi)容......................................................................................................................10

1.3.2　創(chuàng)新學(xué)習(xí)方法......................................................................................................................11

本章小結(jié)...................................................................................................................................12

實(shí)訓(xùn)與練習(xí)...............................................................................................................................13

第　2 章 服務(wù)形象禮儀.......................................................................................................　15

2.1　儀容禮儀..........................................................................................................................15

2.1.1　儀容的含義.........................................................................................................................15

2.1.2　基本的儀容禮儀..................................................................................................................16

2.2　儀表服飾禮儀..................................................................................................................19

2.2.1　儀表的含義.........................................................................................................................20

2.2.2　儀表禮儀的要素..................................................................................................................20

2.2.3　服飾的含義.........................................................................................................................20

2.2.4　服飾打扮的原則..................................................................................................................21

2.3　儀態(tài)禮儀..........................................................................................................................24

2.3.1　儀態(tài)的含義.........................................................................................................................24

2.3.2　基本的儀態(tài)禮儀..................................................................................................................24

2.3.3　體態(tài)語(yǔ)言.............................................................................................................................29

本章小結(jié)...................................................................................................................................34

實(shí)訓(xùn)與練習(xí)...............................................................................................................................34

第3　章 接待禮儀..............................................................................................................　36

3.1　迎接禮儀..........................................................................................................................36

3.1.1　接待人員禮儀......................................................................................................................37

3.1.2　迎接客人的基本禮儀..........................................................................................................37

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

3.1.4　汽車服務(wù)人員迎接顧客的語(yǔ)言技巧...................................................................................39

3.2　握手禮儀..........................................................................................................................41

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

3.2.2　握手的時(shí)機(jī)..........................................................................................................................42

3.2.3　握手姿態(tài)..............................................................................................................................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　拜訪禮儀..........................................................................................................................46

3.3.1　拜訪的基本原則..................................................................................................................46

3.3.2　拜訪客戶的技巧..................................................................................................................47

3.4　歡儀..........................................................................................................................49

3.4.1　送客基本禮儀......................................................................................................................49

3.4.2　禮品饋贈(zèng)禮儀......................................................................................................................50

3.4.3　汽車營(yíng)銷服務(wù)人員送客的語(yǔ)言技巧...................................................................................54

本章小結(jié)...................................................................................................................................55

實(shí)訓(xùn)與練習(xí)...............................................................................................................................56

第4章　位次禮儀..............................................................................................................　57

4.1　會(huì)客座次禮儀..................................................................................................................57

4.2　宴會(huì)座次禮儀..................................................................................................................59

4.2.1　宴會(huì)基本禮儀......................................................................................................................59

4.2.2　進(jìn)餐座次禮儀......................................................................................................................63

4.3　會(huì)議座次禮儀..................................................................................................................66

4.3.1　不同會(huì)議的座次..................................................................................................................66

4.3.2　參加會(huì)議禮儀......................................................................................................................67

4.4　行進(jìn)中的位次禮儀..........................................................................................................69

4.5　乘坐交通工具禮儀..........................................................................................................71

4.5.1　乘坐轎車的禮儀..................................................................................................................71

4.5.2　乘坐電梯的禮儀..................................................................................................................75

4.5.3　乘坐公共交通工具的基本禮儀..........................................................................................75

本章小結(jié)...................................................................................................................................76

實(shí)訓(xùn)與練習(xí)...............................................................................................................................76

第5章　交談禮儀..............................................................................................................　78

5.1　介紹禮儀..........................................................................................................................78

5.1.1　自我介紹.............................................................................................................................78

5.1.2　為他人介紹.........................................................................................................................80

5.1.3　集體介紹.............................................................................................................................81

5.1.4　接受介紹時(shí)的禮儀..............................................................................................................81

5.2　稱呼禮儀..........................................................................................................................82

5.2.1　稱呼的方式.........................................................................................................................82

5.2.2　稱呼的禁忌.........................................................................................................................83

5.2.3　稱呼應(yīng)注意的問(wèn)題..............................................................................................................84

5.3　名片禮儀..........................................................................................................................85

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

5.3.2　名片的分類.........................................................................................................................86

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

5.3.4　名片的遞接.........................................................................................................................87

5.3.5　索要名片的禮儀..................................................................................................................88

5.3.6　存放名片禮儀......................................................................................................................89

本章小結(jié)...................................................................................................................................90

實(shí)訓(xùn)與練習(xí)...............................................................................................................................90

第6章　商務(wù)通信禮儀.......................................................................................................　93

6.1　電話禮儀..........................................................................................................................94

6.1.1　電話基本禮儀......................................................................................................................94

6.1.2　打電話的禮儀......................................................................................................................95

6.1.3　接電話的禮儀......................................................................................................................97

6.1.4　手機(jī)使用技巧......................................................................................................................99

6.2　電子郵件禮儀..................................................................................................................99

6.3　網(wǎng)絡(luò)禮儀........................................................................................................................103

6.3.1　網(wǎng)絡(luò)基本禮儀....................................................................................................................103

6.3.2　微信聊天基本禮儀............................................................................................................104

6.3.3　文明上網(wǎng)注意事項(xiàng)............................................................................................................106

本章小結(jié).................................................................................................................................107

實(shí)訓(xùn)與練習(xí).............................................................................................................................107

第7章　儀式禮儀............................................................................................................　109

7.1　開(kāi)業(yè)儀式禮儀................................................................................................................110

7.2　展覽會(huì)禮儀....................................................................................................................112

7.3　交接儀式禮儀................................................................................................................115

7.4　慶典儀式禮儀................................................................................................................117

7.5　簽約儀式禮儀................................................................................................................118

本章小結(jié).................................................................................................................................120

實(shí)訓(xùn)與練習(xí).............................................................................................................................120

第8章　求職面試禮儀.....................................................................................................　122

8.1　面試準(zhǔn)備階段禮儀........................................................................................................123

8.1.1　求職心理素質(zhì)要求............................................................................................................123

8.1.2　準(zhǔn)備簡(jiǎn)歷及相關(guān)資料........................................................................................................125

8.1.3　用人單位資料....................................................................................................................126

8.1.4　面試儀容服裝....................................................................................................................127

8.2　面試進(jìn)行階段禮儀........................................................................................................128

8.2.1　面試禮儀基本要求............................................................................................................129

8.2.2　面試時(shí)應(yīng)答語(yǔ)言禮儀........................................................................................................130

8.2.3　面試儀態(tài)舉止禮儀............................................................................................................132

8.2.4　面試禁忌............................................................................................................................135

8.3　面試結(jié)束階段禮儀........................................................................................................135

8.3.1　面試結(jié)束的告別禮儀........................................................................................................136

8.3.2　面試后的總結(jié)....................................................................................................................136

本章小結(jié).................................................................................................................................137

實(shí)訓(xùn)與練習(xí).............................................................................................................................137

參考文獻(xiàn)　.......................................................................................................................　139