What, according to you, is attitude??

How do you define it?

THE ICEBERG
How much do you see of the ICEBERG?

THE ICEBERG
ONLY 10% OF ANY
ICEBERG IS
VISIBLE.
THE REMAINING 90%
REMAINS HIDDEN
BELOW SEA-LEVEL.

A Tree with Long Roots

Only 10% of any
Tree is VISIBLE
above the GROUNDLEVEL.
The remaining 90%
remains HIDDEN
below the GROUNDLEVEL.

THE ICEBERG/ TREE

The Iceberg phenomena is also applicable
on Human Beings:
Only 10% of our Attitude traits are visible
to others while the rest 90% remain
hidden.

THE ICEBERG/TREE
KNOWN TO
OTHERS

Knowledge
&
Skills

UNKNOWN TO
OTHERS

ATTITUDE

THE ICEBERG/TREE
In other words,

THE ICEBERG/TREE

BEHAVIOUR

VALUES STANDARDS JUDGMENTS

ATTITUDE
MOTIVES ETHICS - BELIEFS

What makes your life 100%?

Let each letter of the alphabet has a value equal

to its sequence:
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26
S K
19 11

I
9

L L S
12 12 19

82

96

98

L U C K
12 21 3 11

47

A T T I T U D E
1 20 20 9 20 21 4 5

100

K N O W L E D G E
11 14 15 23 12 5 4 7 5
H A R D
W O R K
8 1 12 4
23 15 18 11

FIRST IMPRESSIONS

FIRST IMPRESSIONS
Greet the Customer immediately with a
SMILE.
Be presentable- Clothing, Hair and
hands to be neat & clean for business.
Communicate warmth & Confidence.
Dont eat, drink or chew gum.
Make the first 30 seconds count.

Look at me

Smile at me

EXPECTATIONS OF THE
CUSTOMER..

IN THE FIRST 30
SECONDS

Talk to me

Listen to me

Thank me

FIRST IMPRESSIONS

Be Energetic, Polite & Respectful.

Be prepared.
Think; use Common Sense.
Bend the rules sometimes.
Stay positive.

FIRST IMPRESSIONS COUNT

To your Customers, YOU are SALES, PIAGGIO.
Your clothes, posture & attitude sends messages to
your Customers about work.
Its very important what kind of first impression do
YOU make!!!

FIRST IMPRESSIONS

You dont get a

second chance
to form a
First Impression.

MOMENT OF TRUTH

When the customers receive

an impression and make a
small decision.

MOMENT OF TRUTH

satisfaction
If you get what you expected ...

MOMENT OF TRUTH

If you get less than you expected...

MOMENT OF TRUTH

If you get more than you

expected...

MOMENT OF TRUTH

MOMENT OF TRUTH
CAN EITHER
MAKE OR BREAK
THE IMAGE OF AN
ORGANISATION.

COMMMUNICATION

Types of Communication
VERBAL
Words
Tone
Clarity
NON-VERBAL
Gestures / Movements
Postures
Expressions

COMMMUNICATION
WORDS
Vocabulary
Technical Words
Proper Choice of Word

COMMMUNICATION
VOICE QUALITY
Volume
Tone
Rate of Speech

COMMMUNICATION
BODY LANGUAGE

FACIAL EXPRESSIONS
HANDS
SITTING v/s WALKING
GESTURES

COMMMUNICATION
____%
55 of communication consists of body language

____%
38 is expressed through tone of voice

____%
is communicated through words
7

NON-VERBAL
COMMMUNICATION

BODY LANGUAGE
When you speak, you represent a brand. The
brand of you. How you talk, walk, and look
reflect upon that brand.
What does your body language say about you?
Does it say you're true, confident, and talented,
or just the opposite?

BODY LANGUAGE
Pay attention to your customers body
language (it may tell you things the customer
cant or wont say)
Be aware of your body language to ensure you
send the right signals to your customer

BODY LANGUAGE
What does your body language
say to our customers?
Facial expression
Hands
Posture

POSTURE..

Good posture makes you look confident , Active

and professional.

Body Language that tells Customers they

are not important..
Crossing your arms
Tapping your foot, pen or fingers
Rolling your eyes at the Customer
Not maintaining direct eye contact

Pay attention to your Customers Body

Language

Inattention / Lack of Attention

Discomfort
Disagreement or anger
Impatience

Pay attention to your Customers Body

Language
What do the following gestures represent?

Frown
Looking at watch again & again
Looking around
Changing the facial expressions
Tapping of fingers or foot

BODY LANGUAGE
STRANGE TRUTH
It takes 36 muscles to smile and 328 to
frown.
Which do you think is easier to do?
SMILE OR FROWN????

When speaking to Customers

Be polite and Respectable to
EVERYONE!
Hear yourself as your customers hear you
Never interrupt the customer while he is
talking. Wait for him to stop and then you
ask your questions

Dealing with difficult Customers

Deal with EMOTIONS
first, then
deal with the PROBLEM!

When dealing with difficult Customers

Take things professionally, not personally.
Keep the focus on the issue, not the individual.
Win them with kindness or agreement.

CUSTOMERS REPORT CARD

ON YOU
How quick are we in our response to a
Customers request?
Is our behaviour polite and respectable at all
times?
Are we true?
Do we listen effectively with care

THANK YOU