1. Chapter Two USE BEHAVIORS THAT ENGAGE YOUR CUSTOMERS

2. Behavior is what people do Verbal communication Non-verbal communication Anything can and will communicate Intention is irrelevant

3. The receiver determines the meaning of the message What is attractive to me may be less so to you The projected personality is in the eyes of the beholder

4. What is “a customer”? • People with whom we exchange value.

5. Customers encounter two personalities in every business The personality of the person who serves them The personality of the organization The personality of the organization is called its “culture”

6. The personality of an organization is created by 14 different behaviors.

7. Greeting customers Initiating conversation Sincerely complimenting customers Calling customers by name Behaviors that determine the business personality

8. Establishing and maintaining eye contact Asking for feedback Listening skillfully Say “please,”“thank you,” and “you’re welcome” Behaviors that determine the business personality (cont’d)

9. Smiling Using good telephone techniques Using appropriate touching techniques Enjoying people Being positive about selling Watching your workplace attractiveness Behaviors that determine the business personality (cont’d)

10. Many behaviors convey messages about your corporate culture Appearance and grooming of employees Appearance of work areas Correspondence with customers How well you can get the customer to do something

11. Hoopla and fun with employees Rewards for the right actions Staying close after the sale A company’s behavior patterns constitute its culture

12. The ways managers and leaders interact with subordinates and associates will have an impact on the way all employees behave toward customers.