Grooming refers to maintaining a neat and tidy appearance through personal hygiene, hair, dress, body language, and manners. There are two types of grooming: physical grooming focuses on skin, hair, and hygiene, while metaphysical grooming involves personality, body language, and manners. Experts note that within the first 7-17 seconds of meeting someone, impressions are formed based on their hygiene, dress, body language, and these impressions are difficult to change. Proper grooming and etiquette are important for creating a good first impression, especially for customer-facing roles. Guidelines are provided for uniforms, hygiene, accessories, and basic etiquettes for both male and female customer relationship officers.

1. Grooming

2. Introduction
Grooming: means neat and tidy appearance. Grooming is made up of personal hygiene, tidy
hair, appropriate dressing and includes the looks, body language, communication skills,
manners
Types of Grooming:
1.Physical: this is all about the skin, hair and personal
hygiene
2.Metaphysical: this is all about personality, body
language and manners

3.  We would have often heard that First Impression is the Best Impression.
 Experts believe on meeting someone for the first time you would observe
and note the below things in the first 7 to 17 seconds :–
 The person’s hygiene
 How the person is dressed
 The body language
 In fact this happens so fast that it takes only a few seconds; and mostly this
happens even before you hit a conversation.
Impactful First Impression

4.  You form and remember your First
Impressions of others in just a few
seconds!! The same thing applies to you
as well.
Impactful First Impression
 You get only one chance to create
a good impression with your
customer.

5. Male CROs – Uniform

6. Male CROs - Personal Hygiene

7. Male CROs - Accessories

8. Female CROs - Uniform

9. Female CROs - Personal Hygiene

10. Female CROs - Accessories

11. Male CROs – Uniform

12. Male CROs - Personal Hygiene

13. Male CROs - Accessories

14. Female CROs - Uniform

15. Female CROs - Personal Hygiene

16. Female CROs - Accessories

17. BASIC ETIQUETTES &
CRITICAL TIPS FOR SUCCESS

18. Basic Etiquettes
 Always stand straight and confidently
 Do not slouch, hunch or lean against a counter
 Don’t pick your nose or ears, scratch your body, or yawn or sigh in the store
 Cover your mouth and nose while sneezing
 Limit your personal calls - Do not use mobile phones in store or in front of
customers
 Drink water from a glass and not from a bottle
 Do not read newspapers during duty especially during lean hours
 Avoid speaking in your mother tongue if the customer does not speak the
same since they may not understand and take offence – it is extremely rude
and unprofessional.

19.  Do NOT call for your colleagues loudly. Go up to them to speak in an even and
low tone, so that only the colleague you are speaking to can hear you.
 DO NOT stand around and stare at the customers, or indicate the customer
while chatting with a colleague.
 Carry a mouth freshener at all times, to avoid the aftermath of lunch and
dinner. Do NOT chew gum or any other edibles when you are on duty
 Use deodorants/body sprays to smell fresh all day long – should not be strong
 Keep your work area clean - it reflects an image of being organized and
focused.
 In case you have to attend another customer, kindly excuse your self from the
customer you are attending to
Basic Etiquettes

20. Tips to Maintain Discipline
 If there are no customers, arrange things in the store making sure
everything in the store is kept properly.
 Report non-functioning equipment in your area immediately to your
supervisor if it cannot be rectified by you. For e.g. - fused bulbs,
inoperative phones, broken chairs, jammed cupboards, doors/shelves,
damaged sockets, etc.
 Help colleagues when they are stressed and you are free, next time they
will bail you out of your pressure.
 Do enjoy grooming… If you don’t love yourself how can you expect others
to love you!!

21. IF YOU LOOK GOOD
YOU’LL FEEL GOOD, IF YOU
FEEL GOOD YOU’LL DO
GREAT!