Which of the following is a body language behavior demonstrated by Service Champions?

• A. Make eye contact
• B. Avoid eye contact
• C. Fold arms
• D. Stare at the floor

Answer: (A)

Making eye contact demonstrates attentive listening and engagement in a service role. It signals that you’re focused on the guest, shows confidence, and helps build trust and warmth, which are essential in Service Champions. When you maintain eye contact, the guest feels seen and respected, making communication smoother and more inviting. In contrast, avoiding eye contact, folding arms, or staring at the floor can come across as disinterest, defensiveness, or discomfort, which undermines the service experience. So, making eye contact is the strongest indicator of positive, engaged service.