✅ Do’s
| Do’s | Description |
|---|---|
| Maintain Eye Contact | Establish trust and show attentiveness by maintaining appropriate eye contact with the customer. |
| Smile Genuinely | Smile warmly to create a welcoming atmosphere and demonstrate positivity. |
| Use Open Posture | Keep your body language open by facing the customer directly and avoiding crossed arms. |
| Mirror the Customer | Subtly mirror the customer’s body language to build rapport and create a connection. |
| Lean Slightly Forward | Show interest and engagement by leaning slightly forward during conversations. |
| Nod in Agreement | Show active listening and understanding by nodding appropriately during the conversation. |
| Gesture with Open Hands | Use hand gestures to emphasize points, but keep your palms open to appear non-threatening. |
| Maintain a Neutral Tone | Speak in a calm and neutral tone to convey professionalism and approachability. |
| Be Mindful of Personal Space | Respect the customer’s personal space by maintaining an appropriate distance. |
| Use Facial Expressions | Display facial expressions that match the tone of the conversation to express empathy and understanding. |
| Offer a Handshake (if appropriate) | Initiate a handshake as a friendly greeting if cultural norms permit and the situation is suitable. |
| Lean Back in Comfort | When appropriate, lean back slightly to signal relaxation and confidence. |
| Stay Relaxed | Keep your body language relaxed and natural to appear approachable and trustworthy. |
| Thank the Customer | Express gratitude with your body language when the interaction concludes, such as with a nod or a smile. |
❌ Don’ts
| Don’ts | Description |
|---|---|
| Avoid Excessive Fidgeting | Minimize fidgeting or nervous movements that may convey insecurity or discomfort. |
| Don’t Cross Your Arms | Crossing your arms can signal defensiveness or closed-mindedness. |
| Avoid Looking Distracted | Stay focused on the customer and avoid distractions like checking your phone. |
| Don’t Slouch | Maintain good posture to convey confidence and professionalism. |
| Avoid Rapid Movements | Sudden or jerky movements can be unsettling. |
| Don’t Roll Your Eyes | Avoid negative expressions like eye-rolling, which can be interpreted as disrespectful. |
| Avoid Crossing Legs | Keep your legs uncrossed and feet planted firmly on the ground. |
| Avoid Looking Bored | Maintain an engaged expression and avoid appearing disinterested. |
| Don’t Interrupt | Refrain from interrupting to show respect. |
| Avoid Excessive Hand Gestures | Excessive or erratic gestures may be distracting. |
| Don’t Point Fingers | Pointing fingers can appear accusatory or aggressive. |
| Avoid Overly Stiff Posture | Being overly stiff can make you appear rigid or unapproachable. |