world etiquette training is now a business trend. Baker Communications Inc., a Texas company with offices in six cities, offers a Business Etiquette Training Workshop, and the objectives are posted on its Web site. Learning how to use formal names instead of first names is one of these objectives.

Jan Yager, PhD, author of the award-winning book, "Business Protocol: How to Survive & Succeed in Business," thinks sales professionals need to use names properly. If you are unsure of the pronunciation, Yager says you should ask the client to say his or her

I entered a famous clothing store. A sales associate approached me, helped me find what I needed, and offered to hang garments in the dressing room. "What is your first name?" she asked.

"Harriet," I said without thinking. While I was in the dressing room other sales associates walked by and called, "How are things going Harriet?" A child in the next dressing room said my name. Then, just to drive the point home, check-out person handed me my receipt and said, "Thank you Harriet."

I appreciated the thank-you, but not the first name. Having strangers call me by my first name is too personal for me.

Whether you are selling products, services, or memberships, courtesy is crucial to closing the deal. Customers want to be treated with courtesy and respect. Give them these things and customers will come back again. Unfortunately, some businesses do not understand this.

A national e-survey conducted by Eticon, Inc., measured the impact of rudeness on business. A total of 1611 business people were contacted and 110 responded. Forty-three percent of the respondents said they had been ignored. Twenty-eight per cent said the sales associate acted is if he or she was doing them a favor to wait on them. And 13% said they were treated with a sour attitude, sarcasm, arguments, and smart remarks.

So it is not surprising that 37% said they would take their business elsewhere. Even in a high-tech world courtesy is important. Personalized sales may be a marketing trend, but there is a gray area between personal and too personal, especially when it comes to names.

Lydia Ramsey, author of the best-selling book, "Manners That Sell: Adding Polish That Builds Profits," thinks manners can make or break a sale. Ramsey has written many articles about etiquette and they are posted on her Website, http://mannersthatsell.com. One article contains a true and false quiz. Question four asks if you need to ask a client's permission before using their first name.

Her answer: Though business is more relaxed these days, you should not assume that you can address clients by their first names. "Use their titles and last names until they ask you to do otherwise," Ramsey advises.

In the business world etiquette training is now a business trend. Baker Communications Inc., a Texas company with offices in six cities, offers a Business Etiquette Training Workshop, and the objectives are posted on its Web site. Learning how to use formal names instead of first names is one of these objectives.

Jan Yager, PhD, author of the award-winning book, "Business Protocol: How to Survive & Succeed in Business," thinks sales professionals need to use names properly. If you are unsure of the pronunciation, Yager says you should ask the client to say his or her

rangers call me by my first name is too personal for me.

Whether you are selling products, services, or memberships, courtesy is crucial to closing the deal. Customers want to be treated with courtesy and respect. Give them these things and customers will come back again. Unfortunately, some businesses do not understand this.

A national e-survey conducted by Eticon, Inc., measured the impact of rudeness on business. A total of 1611 business people were contacted and 110 responded. Forty-three percent of the respondents said they had been ignored. Twenty-eight per cent said the sales associate acted is if he or she was doing them a favor to wait on them. And 13% said they were treated with a sour attitude, sarcasm, arguments, and smart remarks.

So it is not surprising that 37% said they would take their business elsewhere. Even in a high-tech world courtesy is important. Personalized sales may be a marketing trend, but there is a gray area between personal and too personal, especially when it comes to names.

Lydia Ramsey, author of the best-selling book, "Manners That Sell: Adding Polish That Builds Profits," thinks manners can make or break a sale. Ramsey has written many articles about etiquette and they are posted on her Website, http://mannersthatsell.com. One article contains a true and false quiz. Question four asks if you need to ask a client's permission before using their first name.

Her answer: Though business is more relaxed these days, you should not assume that you can address clients by their first names. "Use their titles and last names until they ask you to do otherwise," Ramsey advises.

In the business world etiquette training is now a business trend. Baker Communications Inc., a Texas company with offices in six cities, offers a Business Etiquette Training Workshop, and the objectives are posted on its Web site. Learning how to use formal names instead of first names is one of these objectives.

Jan Yager, PhD, author of the award-winning book, "Business Protocol: How to Survive & Succeed in Business," thinks sales professionals need to use names properly. If you are unsure of the pronunciation, Yager says you should ask the client to say his or her

ed. Twenty-eight per cent said the sales associate acted is if he or she was doing them a favor to wait on them. And 13% said they were treated with a sour attitude, sarcasm, arguments, and smart remarks.

So it is not surprising that 37% said they would take their business elsewhere. Even in a high-tech world courtesy is important. Personalized sales may be a marketing trend, but there is a gray area between personal and too personal, especially when it comes to names.

Lydia Ramsey, author of the best-selling book, "Manners That Sell: Adding Polish That Builds Profits," thinks manners can make or break a sale. Ramsey has written many articles about etiquette and they are posted on her Website, http://mannersthatsell.com. One article contains a true and false quiz. Question four asks if you need to ask a client's permission before using their first name.

Her answer: Though business is more relaxed these days, you should not assume that you can address clients by their first names. "Use their titles and last names until they ask you to do otherwise," Ramsey advises.

In the business world etiquette training is now a business trend. Baker Communications Inc., a Texas company with offices in six cities, offers a Business Etiquette Training Workshop, and the objectives are posted on its Web site. Learning how to use formal names instead of first names is one of these objectives.

Jan Yager, PhD, author of the award-winning book, "Business Protocol: How to Survive & Succeed in Business," thinks sales professionals need to use names properly. If you are unsure of the pronunciation, Yager says you should ask the client to say his or her

olish That Builds Profits," thinks manners can make or break a sale. Ramsey has written many articles about etiquette and they are posted on her Website, http://mannersthatsell.com. One article contains a true and false quiz. Question four asks if you need to ask a client's permission before using their first name.

Her answer: Though business is more relaxed these days, you should not assume that you can address clients by their first names. "Use their titles and last names until they ask you to do otherwise," Ramsey advises.

In the business world etiquette training is now a business trend. Baker Communications Inc., a Texas company with offices in six cities, offers a Business Etiquette Training Workshop, and the objectives are posted on its Web site. Learning how to use formal names instead of first names is one of these objectives.

Jan Yager, PhD, author of the award-winning book, "Business Protocol: How to Survive & Succeed in Business," thinks sales professionals need to use names properly. If you are unsure of the pronunciation, Yager says you should ask the client to say his or her

world etiquette training is now a business trend. Baker Communications Inc., a Texas company with offices in six cities, offers a Business Etiquette Training Workshop, and the objectives are posted on its Web site. Learning how to use formal names instead of first names is one of these objectives.

Jan Yager, PhD, author of the award-winning book, "Business Protocol: How to Survive & Succeed in Business," thinks sales professionals need to use names properly. If you are unsure of the pronunciation, Yager says you should ask the client to say his or her name. Also ask the client how he or she wants to be addressed.

Maybe it is time to refine the personalized sales approach. You are welcome to use my first name if I am a repeat customer and know you. But if I have never seen you before please call me Mrs. It is common courtesy.

Copyright 2007 by Harriet Hodgson