Both Debbie and Simon work in the Sunbeam Travel Company. One day they were sitting in the office. The door opened and a lady entered. She glanced at them both, 1 a moment, then walked over and sat opposite Debbie. Debbie greeted her 2 in the corridor, and they got down to business.
Simon 3 , stood up and left. He met Mr Smith, the manager. "What's up, Simon? You don't look very 4 . "
"It's the customers, "Simon said. "They always prefer Debbie to me. I can't 5 it. "
"I can. It's the way you 6 . "
"How can that be ?"Simon said. "I don't even get a 7 to speak to them. "
"Communicating is more than speaking and listening, Simon. Your body language is 8 , too. "
"What kind of language is that?"
"It's the way you stand and sit and walk. It's your gestures and the expression on your face and in your eyes. Your whole 9 communicates things, even you're not speaking. The way you look at customers doesn't give them a good impression, Simon. For example, you often rest your head on your10 . You don't smile. You don't turn your head or your body towards the customers. But look at Debbie. She's holding her head11 . She looks at the customer in the eye. She smiles. She turns her head and her body towards the customer. Your body language is telling customers to 12 . Debbie's is making them feel welcome. That's why the customers go to her and not to you. "
After that, Simon tried to improve his body language. This seemed to13 . Minutes later, a girl entered. without14 , she sat down opposite Simon and gave him a big smile. A few moments later, she left, still smiling.
Mr Smith came over and said, "Well Simon, you 15 made a good impression on that customer. Well done. "
"That wasn't a customer, "Simon said. "That was my sister. She wanted to borrow some money for lunch. "
