1. PHYSICAL ATTENDING (VISIBLY TUNING IN)
SQUARING UP TO CONSUMER
OPEN BODY POSTURE
LEAN IN A LITTLE
EYE-CONTACT
RELAXED POSTURE
S-O-L-E-R

2. PSYCHOLOGICAL ATTENDING
BEING PRESENT
ACTIVELY LISTENING
DEMONSTRATING EMPATHY
BEING UNCONDITIONAL
TRYING TO UNDERSTAND WHAT’S BEING SAID AND WHAT’S NOT BEING SAID (NONVERBAL COMMUNICATION)
RESPONDING WITH UNDERSTANDING

3. QUESTIONS ON VISIBLY TUNING IN
WHAT ARE MY ATTITUDES TOWARDS THIS CONSUMER?
HOW WOULD I RATE THE QUALITY OF MY PRESENCE TO THIS CONSUMER?
TO WHAT DEGREE DOES MY NONVERBAL BEHAVIOR INDICATE A WILLINGNESS TO WORK WITH THE CONSUMER?
WHAT ATTITUDES AM I EXPRESSING IN MY NONVERBAL BEHAVIOR?

4. QUESTIONS ON VISIBLY TUNING IN
WHAT ATTITUDES AM I EXPRESSING WITH MY VERBAL BEHAVIOR?
TO WHAT DEGREE DOES THE CONSUMER EXPERIENCE ME AS EFFECTIVELY PRESENT AND WORKING WITH HIM OR HER?
TO WHAT DEGREE DOES MY NONVERBAL BEHAVIOR REINFORCE MY INTERNAL ATTITUDES?

5. QUESTIONS ON VISIBLY TUNING IN
IN WHAT WAYS AM I DISTRACTED FROM GIVING MY FULL ATTENTION TO THIS CONSUMER? WHAT AM I DOING TO HANDLE THESE DISTRACTIONS? HOW MIGHT I BE MORE EFFECTIVELY PRESENT TO THIS PERSON?