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Morning joycelynpepi — let's get this done. Here are the answers to the case studies: Case Study 2: The Grumpy Receptionist 1. Even though Sarah said the right word ("Welcome"), why did the guests feel unwelcome? The guests felt unwelcome because Sarah's non-verbal communication contradicted her verbal greeting. Her tired demeanor, crossed arms, looking at her feet, and flat, bored tone conveyed disinterest and unfriendliness, making the guests feel like an inconvenience rather than welcomed. 2. How should Sarah's body language change to show professionalism? To show professionalism, Sarah's body language should change to: • Stand upright with an open posture (uncrossed arms). • Make eye contact with the guests. • Offer a genuine smile. • Use a warm and welcoming tone of voice. • Potentially step forward slightly to indicate readiness to assist. Case Study 3: The "Not My Job" Attitude 1. How does Junior's choice affect the guest's first impression of the business? Junior's choice to ignore the muddy floor and play on his phone creates a negative first impression for the guests. It suggests a lack of care for the environment, poor customer service standards, and an unprofessional attitude from the staff, reflecting poorly on the entire business. 2. What should a "team player" do in this situation? A "team player" in this situation should: • Proactively address the issue by finding a broom or mop to clean the muddy footprints, especially since the cleaner is occupied. • If unable to clean it immediately, inform the cleaner or a supervisor about the mess. • Show initiative and responsibility for the overall guest experience, even if it's outside their primary job description. Send me the next one 📸