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According to the study, 55% of communication is depending on non-verbal signals.
This suggests that the body language is critical to good communication skills. This is possibly why so many firms spend a large amount of funds on customer service training.
Students should describe body language and non-verbal signs can affect the way in which a message is converses to customers. McDonald's, for example, have a 'Smiles are free' policy. Hotel staffs are trained to welcome customers with a warm smile and to adopt a friendly approach. People, being part of the extensive marketing mix, therefore play a very significant role in the marketing of a firm's products.
In addition, there could be reference to the use of visual stimulus (such as poster adverts) or packaging being used to communicate and market a firm's products (these being non-verbal forms of communication).
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