Lesson 4: Greetings and Building Rapport
Back to: Customer Service Excellence: The GUIDE Way
The first few seconds set the tone for the whole visit. Your greeting tells the customer whether they are welcome.
Key actions
Greet every customer warmly within seconds of entry.
Smile genuinely and say a friendly “Hello”. Show enthusiasm in your voice.
Use open body language.
Watch the customer’s cues to decide how to engage.
Types of greetings
Social greeting (new customer):
“Good morning, Sir. Welcome to our store. Please feel free to look around. I’ll be right here if you’d like any help.”
Repeat customer greeting:
“Hello Sir, I’m Dev. It’s great to see you back at the store.”
How to build rapport: DO
Maintain eye contact and a welcoming posture.
Use open, relaxed body language: smile, uncrossed arms, stand up straight.
Avoid distractions and stay focused on the customer.
Listen, don’t just hear.
Introduce yourself by name during the sales process whenever possible.
DO NOT
Follow customers around the store.
Speak to customers suddenly from behind.
Re-arrange products immediately after a customer has looked at them.
Key takeaway: A warm greeting plus space to browse makes customers comfortable enough to ask for help.