Customer
As a customer when I walk into a store (or any environment where I am purchasing or consuming a particular product); I expect to be treated a certain way. I expect to be treated like a valued customer. As is the case with most customers, I am always on the lookout for any signs of communication which demonstrate that the sales representatives are enthusiastic about providing me with excellent customer service. As a result of this, non-verbal communications (such as body language, facial expressions, tone of voice etc.) are keenly observed by me and other consumers.
On one particular occasion, I remember walking into an auto-parts store; I was not very familiar with automotive parts and their applications—for my car. I was greeted at the counter by a very cheerful and enthusiastic sales representative. Even before she had opened her mouth to speak, I had already found her to be very approachable. Upon seeing me, she immediately started to smile and she walked into my direction. Her non-verbal actions were very powerful forms of communication. Even though she had not spoken to me as yet, her decision to walk into my direction signaled to me that she wanted to engage her customer. Since she was physically walking towards me; I assumed that she was also mentally and psychologically prepared to concentrate her efforts on helping me to find the most appropriate product that I was seeking. Even until this point, she had not spoken but I feel as if I was “spoken” to.
When we started to communicate (verbally) I proceeded to explain to her the problem that I was having with my car. She looked me in the eye, properly engage me and then continue to ask pertinent questions. Immediately afterwards, she used her hands and pointed to the appropriate section of the store, which would be most beneficial to my needs. Her hand gestures and her facial expression were just as