Part 01 Business Manners and Etiquette
Chapter 1 Understanding Manners and Etiquette
Chapter 2 Business Manners
Chapter 3 Business Manners for Different Situations
Chapter 4 Global Manners
Chapter 5: Telephone Manners
Part 02 Image Making
Chapter 01 Image
Chapter 2 Image Making
Chapter 3: Image-Making for Service Professionals
Chapter 4 Voice Image
Part 03 Understanding Customer Psychology
Chapter 1 Understanding Customers
Chapter 2 Customer Categories
Chapter 3 Customer Decision-Making Process
Chapter 4: Understanding Personality Types
Part 04 Customer Communication
Chapter 1: Understanding Communication
Chapter 2 Communication Techniques
Chapter 3 Organizational Communication
Chapter 4 Emotional Communication
Chapter 5 Persuasion and Negotiation
Part 05 Meeting Planning and Protocol Practice
Chapter 1 Meeting Practice
Chapter 2 MICE Industry
Chapter 3 Protocol Practice
Chapter 4 Presentation

The new standard for SMAT textbooks!!

'SMAT A Module: Self-Study' is a 'self-study standard' textbook written by analyzing many years of tests and focusing on the content that appears on the exam.
The author personally took the test and worked on it by intensively analyzing the test contents from the past three years.

This textbook contains only the questions that appeared on the exam, so it can be said to be the textbook with the highest rate of questions among the textbooks published on the market.
To help self-study students study more easily, each chapter is marked with a "high frequency of exam questions" so that they can focus on that section. Furthermore, content that frequently appears on exams to the point where online lectures are unnecessary is marked in bold so that self-study students can study more efficiently.
Each chapter includes 'terms/rules with a high probability of appearing on the exam' to help you perfectly prepare for the connection type and O/X type, and 'past exam questions with a high probability of appearing on the exam' are included by analyzing past exams to help you prepare for the actual exam.

Additionally, we have included 'a little more' and 'terms/rules' in the textbook to help you understand the content of the text.
Lastly, the 'Family Tree Notes to See in the Exam Room' is composed of content that has frequently appeared on exams so that test takers can organize it in a final manner.

This textbook was written by Director Miyoung Byun, the best-selling author of Service Management CS Leaders Management, based on her know-how to date, analyzing this exam from its inception, making it the best textbook for self-study examinees, as it has a high test rate.