Reading...
Play button
Play button
Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
9 Cards in this Set
- Front
- Back
|
Your eye contact should be:
|
Natural
|
|
|
You share your customer's:
|
Concern
|
|
|
Your facial expression should be one of:
|
care and reflect a genuine interest in the customer's concerns.
|
|
|
When addressing your customer, always:
|
face them
|
|
|
_________while your customer
is speaking is a very effective when demonstrating your interest and attention. |
Nodding casually.
|
|
|
When sitting,___________,
so that your customers realize realize your interest in what they are communicating. , |
lean forward slightly
|
|
|
Examples of body language that communicates the wrong message are:
|
1. A slouched position when sitting or standing
2. Continually adjusting your hair. 3. Tapping a pen or shuffling papers 4. Letting your body sway Sitting with arms and legs crossed |
|
|
Stand at least:
|
four feet or more from your customer
|
|
|
Some situations may require you to stand closer. Give an example,
|
When assisting the client in filling out a form.
|
