Which practices are part of Principle Six regarding positive communication?

• A. Use negative language and avoid eye contact.
• B. Greet with a smile, speak clearly, face the customer, and use customer-friendly language.
• C. Speak quickly without facing the customer; use jargon.
• D. Rely on text messaging instead of in-person or phone.

Answer: (B)

Positive communication is about creating a welcoming, clear, and respectful interaction that makes the customer feel heard and understood. Greeting with a smile, speaking clearly, facing the customer, and using customer-friendly language all support that goal. A smile and friendly tone set a warm initial impression; clear speech reduces confusion; facing the customer shows engagement and attention; and language that’s free of jargon helps the customer grasp information quickly.

These elements contrast with approaches that undermine connection. Using negative language and avoiding eye contact signals disinterest or hostility, which erodes trust. Speaking rapidly while not facing the customer and using jargon can leave the customer feeling rushed and confused. Relying on text messaging instead of in-person or phone contact removes the opportunity for real-time empathy and clarification.