What is a best practice for nonverbal communication with customers in person?

• A. Maintain appropriate eye contact, open posture, nod occasionally, and avoid crossing arms.
• B. Avoid eye contact and cross your arms.
• C. Fidget and look away frequently.
• D. Stand far away while speaking.

Answer: (A)

Nonverbal cues show customers how ready you are to help and how comfortable they should feel. Maintaining appropriate eye contact signals you’re focused on them and that you’re listening. An open posture—keeping your shoulders relaxed and not crossing your arms—communicates openness and approachability. Nodding occasionally adds confirmation that you understand and are following the conversation. Together, these cues build trust and make the customer feel heard.

Crossing arms, avoiding eye contact, or appearing closed off can unintentionally signal defensiveness or indifference, which can erode trust. Fidgeting or looking away too much suggests anxiety or a lack of confidence, and standing far away can create a sense of detachment and distance during the interaction.

So, the best practice is to use steady eye contact, an open, relaxed posture, a light nod to acknowledge, and keep a comfortable distance that invites conversation.