©VANIN

7 The speaker continues with things you should not do when you are manning a booth. Look at the poster and decide which of the 4 don’ts you think are the worst and which are least important to take into account.

Definitely don’t

It’s best if you don’t

Maybe don’t

It might still be OK if you

Remember watching ... a Are these statements true or false? Correct the false statements. Statement TrueFalse forty-four

No chatting in enclosed staff groups.

Never use a laptop while other staff are with visitors.

? ?

Don’t ask closed questions.

8 Watch the video a final time and answer the questions.

1 The staff should be ready to introduce themselves.

2 The staff should do most of the talking.

©VANIN b Give two examples of closed questions. c Give two examples of open questions. d What is another term for open questions? a What do you consider appropriate body language for a conversation with a customer? b Read the half of the infographic about body language your teacher gives you. c Write down the five tips from your half and discuss them with your partner. d Write down the remaining five tips given by your partner. e Which of these tips is not necessarily useful for a travel fair? f Which of the tips is repeated a couple of times? g What do they mean by mirroring?

4 When you know the visitor better, you can pass them on to a team member who can help them better.

5 Staff should ask closed questions.

6 Staff should watch their body language.

9 Look at the strategy in the Summary (p. 49). The strategy mentions appropriate body language and gives some suggestions.