SVC-19A · Question #15
Which of the following gestures should be avoided when welcoming a customer? (Choose two.)
The correct answer is A. Folding arms B. Fidgeting. Folding arms (A) and fidgeting (B) are both negative body language signals that create barriers or convey nervousness and disinterest, making customers feel unwelcome. Arms crossed signals defensiveness or closed-off attitude, while fidgeting communicates anxiety or impatience…
Question
Which of the following gestures should be avoided when welcoming a customer? (Choose two.)
Options
- AFolding arms
- BFidgeting
- CMaking eye contact
- DOpening hands
- EStanding straight
How the community answered
(39 responses)- A92% (36)
- C3% (1)
- D5% (2)
Explanation
Folding arms (A) and fidgeting (B) are both negative body language signals that create barriers or convey nervousness and disinterest, making customers feel unwelcome. Arms crossed signals defensiveness or closed-off attitude, while fidgeting communicates anxiety or impatience - neither inspires confidence or warmth in a service interaction.
The distractors are all positive welcoming behaviors: making eye contact (C) shows attentiveness and respect, opening hands (D) is an open, non-threatening gesture that signals approachability, and standing straight (E) projects confidence and professionalism.
Memory tip: Think "OPEN vs. CLOSED" - good customer service gestures keep your body language open (open hands, upright posture, direct eye contact). Anything that closes you off (crossed arms) or makes you seem distracted (fidgeting) should be avoided.
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