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Unit: Installing cabinets on-site

Supporting: LMFKB3006A Install fitted cabinets and components

Section 4: Final presentation

Just for fun

Audio 1 (mp3 |6|KB)

Homeowners take an enormous amount of pride in their new kitchen or bathroom. You can be sure that before they give your company the go-ahead to actually start manufacturing the cabinets, they would have spent countless hours imagining, planning, and choosing all the features and designs.

So when the installation is complete and the time comes for you to hand over the job to the client, it makes all the difference if you are courteous and show a genuine interest in their questions and comments. Clients appreciate this sort of 'personal touch', and remember it when they think about the experience they had with your company. This has a flow-on effect when other people ask them what your company was like to deal with.

There are various ways you can project a professional image when you're talking to the client. Some of them relate to the words you use and the way you answer questions. Others have more to do with 'body language', or the mannerisms you display.

Set out below are some examples of behaviours that will have either a positive or negative effect on your image as a professional operator. See if you can pick which category each behaviour falls into by clicking on the appropriate button.

As you work through the list, think about the message each of these behaviours will send to the client. What meaning will they attach to it, and how will that affect the impression they form of how interested you are in their job?

hearing icon
Behaviour Positive or
Maintaining lots of eye contact while having a conversationPositive
Checking text messages on your phone while the client is talking to youNegative
Butting in or interrupting the client before they finish a sentenceNegative
Smiling and nodding to indicate that you understandPositive
Shouting instructions to your offsider while having a conversationNegative
Using common terms and avoiding technical words that the client might not understandPositive
Mumbling or giving one-word responses to the client's questionsNegative
Asking the client if they have understood a point, particularly if they look puzzled Positive