You are attempting to establish a relationship of trust betw

You are attempting to establish a relationship of trust between you and a new home customer. Of the following, what behaviors do you believe will help enhance trust?

A. Consistent follow-through on all your commitments

B. Maintaining eye contact without staring

C. Being “flexible” about arriving at scheduled appointment times

D. Taking charge by allowing the customer to talk only sparingly

Solution

A and B. If you make a commitment to a customer, you should follow through to the best of your ability so that the customer will understand that you are “as good as your word.” Also, you should maintain comfortable eye contact with the customer without appearing to always stare at her eyes. Excessive staring or excessive avoiding of eye contact, even if you are just nervous, can communicate a lack of trustworthiness.