When we are communicating with our customers, we have

to be aware of what message we are delivering. For example, if
we have just finished dealing with an irate customer, our tone of
voice might reflect our own frustration. If we are not careful, the
next customer we speak to will notice this frustration and think
that it is directed at her personally. Combine this with negative
body language and we deliver a negative message to the other
person. We have to make a special effort to communicate effec-
tively to our customers. If what we say non-verbally is
inconsistent with our oral communication, we are sending our
customers the wrong message.

Pay close attention to the way you deliver your message.

Ensure that your words, tone of voice, and body language are
the same as the message you want to deliver. If you are happy to
see someone, greet that person with a firm handshake, direct
eye contact, a smile, and enthusiasm in your voice.

Before you approach your prospective customer, stop, look at

him, and consider what approach will be most appropriate with
him. Remember that your primary goal is to put the customer in
a relaxed state of mind before you begin the sales process.

Creating a Great First Impression

People make up to 11 assumptions within 45 seconds of meeting
someone for the first time. These assumptions include: intelli-
gence, level of success, education, knowledge, and expertise, to
name a few. That means we only have one opportunity to make a
great first impression. If we fail to make a positive impact immedi-
ately we will have to work harder to establish trust and credibility.
Customers’ impressions are influenced by our clothes, the way we
speak, and how we look and behave.

Yet we often forget the importance of the critical first

moment. We may be distracted, tired, frustrated, or not in the
proper frame of mind for some reason. The result is a lacklustre
first impression. We know the customer is important but all too

c h a p t e r t h r e e

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Greeting Your Customer

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