| MODEL BEHAVIORS | OBSERVED | SPECIFIC REQUEST (Write Verbatim) |
| APPROACHABILITY | ||
| Smiles | ||
| Makes Eye Contact | ||
| Gives Friendly Greeting | ||
| Is at Eye Level | ||
| COMFORT | ||
| Speaks in Relaxed Tone | ||
| Goes with Patron | ||
| INTEREST | ||
| Maintains Eye Contact | ||
| Makes Alternative Comments | ||
| Gives Full Attention | ||
| LISTENING | ||
| Does Not Interrupt | ||
| Paraphrases | ||
| Clarifies | ||
| INQUIRING | ||
| Probes | ||
| Verifies | ||
| SEARCHING | ||
| Finds Answers in First Source | ||
| Searches Other Sources | ||
| Keeps Patron Informed | ||
| Offers Referral | ||
| INFORMING | ||
| Speaks Clearly | ||
| Checks If Answer Understood | ||
| Cites Source | ||
| FOLLOW-UP | ||
| Asks "Does This Completely Answer Your Question?" | ||
| Asks Other Follow-Up Questions |
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