What is the most effective first step when greeting a customer who approaches the counter?

• A. Greet promptly with a friendly hello, introduce yourself, and ask how you can help.
• B. Smile warmly and wait for the customer to speak.
• C. Ask for the customer's name and what you can help with before greeting.
• D. Immediately refer them to a different counter.

Answer: (C)

Opening with essential information up front helps set a proactive, personalized service tone. Asking for the customer's name and what you can help with before you greet shows you’re ready to assist and want to tailor the interaction from the very start. Knowing their name helps you address them directly, which builds rapport and makes the conversation feel more personal. Knowing what they need allows you to focus your guidance and prepare the right solution, reducing back-and-forth and speeding up resolution. This approach signals attentiveness and purpose, so when you do greet, you can dive straight into helping them with clarity.

Waiting for the customer to speak can leave them unsure of what to expect or how to start the conversation, and greeting without a clear sense of their goal can feel generic. Referring them elsewhere without first understanding their needs also creates a poor first impression. By prioritizing name and need, you establish direction and rapport from the moment they approach.