跨文化交际—案例分析.pdf

案例分析 CASE STUDY1： What body language to use towards a customer, when on the phone At a local real estate agent ’s office Alan is behind the customer service counter. He is on the phone dealing with a difficult inquiry when a customer approaches the counter . He keeps talking on the phone and when the customer says, “Excuse me”. He does not look up but holds a hand up with one finger extended, indication that he’ll be one minute. The question - As Alan ’s supervisor, what would you say to him about the body la nguage and managing his responsibilities for greeting customers both on the phone and face to face Imagine that you are the customer. When you enter the office, the customer service rep is on the phone. You wait. You try to get his attention and he holds up his hand with a finger extended as acknowledgement that youre there. How do you feel What could the clerk (Alan) have done differently to ensure that all of his customers were being taken care of He could/should have looked up, smiled at you and at least nodded a greeting. If his conversation continued too long ,he should have politely placed his caller on hold and inquired as to your needs, asked someone else to assist you or advised you how long he would be. —— I would say that he has to be more friendly and welcoming to the customers and could politely told the person on the phone to please hold for a moment and that he should be more enthusiastic about his job CASE2: An international marketer wants to sell polio vaccinations, they would require a two-step acculturation process: 1. The marketer must obtain an in-depth preventive medicine and related concepts. 2. The marketer must devise promotional strategies that will convince the members of a target market to have their children vaccinated. CASE3： Discussion ……. V: I dont think it will work, I insist that we should use the t