This usually brings a tear to our eyes when we see it. It is a poignant illustration of how important the words you and your team use are.

 

So, rather than saying "Can I help you?" or the seemingly universal "Are you allright there?" which can so easily be dismissed with a "No" or a "Yes I'm fine".

 

Use an open question such as "How may I help you?", or "What can I do for you?". These questions are more likely to get a conversation going and allow your team to discover what the client wants.

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Your first question as a customer walks in is your "headline".