Under Principle Six, which greeting practice is recommended when interacting with a customer?

• A. Greet with a frown and avoid eye contact.
• B. Greet the customer with a smile.
• C. Greet the customer only after ending the call.
• D. Greet while looking at your notes, not at the customer.

Answer: (B)

Greeting customers warmly from the start creates a positive, welcoming tone and signals that you’re ready to help. A smile is a clear nonverbal cue of friendliness and attentiveness, which helps put the customer at ease, builds trust, and sets up a smoother, more productive interaction. In contrast, a frown with no eye contact reads as disinterest, waiting to greet after the call signals detachment, and reading notes instead of the customer can make the interaction feel impersonal. So the best practice is to greet with a smile to establish a respectful, engaging start to every customer encounter.