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Look the part. Sound the part.

Grooming, etiquette, communication, and body language — built for India's banking workplace. Practical, culturally grounded, and ready to apply on Monday morning.

In This Track

01Grooming & Etiquette02Communication Skills03Body Language

Grooming & Etiquette Intro

Your facilitator on why first impressions matter in Indian banking and what this section covers.

01

Grooming & Etiquette

In banking, your appearance is your first credibility check. Customers often decide whether to trust you with their money in the first 7 seconds.

Dress Code — Male (Indian corporate)

  • Formal trousers (navy, charcoal, black) + light full-sleeve shirt, tucked in
  • Plain tie for branch/customer-facing roles; blazer for senior client meetings
  • Polished black or dark brown leather shoes with matching belt
  • Clean shave or neatly trimmed beard; hair short and combed

Dress Code — Female (Indian corporate)

  • Formal saree, salwar suit, or western formals (trousers + shirt/blazer)
  • Subtle colours; avoid sheer fabrics, heavy embroidery, loud prints
  • Closed or formal heels; minimal, non-jingling jewellery
  • Neatly tied hair; light professional makeup

Personal Hygiene

  • Daily shower, light deodorant (never strong perfume — many customers are sensitive)
  • Trimmed nails, fresh breath (avoid pre-meeting tea/paan/tobacco)
  • Clean, ironed clothes — no stains, missing buttons, or visible alteration marks

Workplace Etiquette

  • Greet colleagues and security staff every morning — culture starts with you
  • Phone on silent in branch and meetings; never on speaker at the desk
  • Stand up when a customer approaches your desk; offer a seat first
  • Keep your workstation tidy — visible files signal organisation, clutter signals chaos
Do
  • ✓Dress one level above your client whenever possible
  • ✓Carry a clean handkerchief and a working pen
  • ✓Address customers as 'sir' / 'ma'am' until invited otherwise
Don't
  • ✗Wear casuals (jeans, t-shirts, sneakers) on customer-facing days
  • ✗Use strong cologne, gutka, or chew gum during interactions
  • ✗Take personal calls at your desk in front of customers

Communication Skills Intro

Your facilitator on how to communicate clearly, listen actively, and build trust with Indian banking customers.

02

Communication Skills

Banking is a trust business, and trust is built one conversation at a time — verbal, written, and digital. Clarity beats cleverness, every single time.

Verbal Communication

  • Match the customer's language — Hindi, English, or regional — without forcing English
  • Speak in short sentences; pause after key numbers (rate, EMI, tenure)
  • Avoid jargon: say 'monthly EMI' not 'amortised installment'
  • Use the customer's name 2–3 times in the call — never overuse

Non-verbal Communication

  • On phone: smile while speaking — it changes your tone
  • In person: open posture, slight forward lean signals interest
  • Mirror the customer's pace; slow down for senior citizens
  • Eye contact during 60–70% of the conversation — not a stare

Active Listening

  • Don't interrupt — let the customer finish even if you know the answer
  • Paraphrase: 'So what you're saying is, you need ₹5L for 3 years — correct?'
  • Take notes visibly — it shows you're taking the customer seriously
  • Ask one question at a time; never stack three questions in one breath

Email & WhatsApp Etiquette

  • Email subject must state the action: 'Action required: KYC update by 25 Apr'
  • Greeting + one-paragraph context + clear ask + signature with branch & contact
  • WhatsApp: business account, profile photo with bank ID, working hours in bio
  • Never send forwards, festival GIFs in bulk, or after 8pm unless urgent
  • Always confirm sensitive info (account, OTP) only via official channels — never WhatsApp
Do
  • ✓End every interaction with a clear next step + timeline
  • ✓Confirm in writing what you committed verbally (WhatsApp / email)
  • ✓Apologise sincerely once if there's a service lapse — then fix it
Don't
  • ✗Over-promise rates, approval, or timelines you can't control
  • ✗Use slang, abbreviations (pls, thx, k), or emojis in customer emails
  • ✗Discuss other customers' details — even casually
03

Body Language

Customers read your body before they hear your words. Confident, open body language can carry an average pitch — closed body language can sink a great one.

Confidence Posture

  • Stand and sit upright — shoulders back, chest open, feet flat on the floor
  • Walk into the meeting room first if hosting; greet with a firm (not crushing) handshake
  • Avoid crossing arms — it reads as defensive, even when you're just cold
  • Hands relaxed on the table or in 'steeple' position when explaining a key point

Eye Contact

  • 60–70% eye contact while listening, slightly less while speaking
  • If multiple customers (e.g. couple), divide eye contact roughly equally
  • Look at the bridge of the nose if direct eye contact feels intense
  • Never look at your phone while a customer is speaking — it's a deal-killer

Hand Gestures

  • Use open palms when explaining — closed fists or pointed fingers feel aggressive
  • Counting on fingers is acceptable when listing 3 benefits — keeps it memorable
  • Don't fidget with pens, rings, or hair — it signals nervousness
  • When showing a document, turn it toward the customer and walk through it

Video Call Presence

  • Camera at eye level — never angled up your nostrils
  • Soft front light (window or lamp); avoid backlight that turns you into a silhouette
  • Plain or tidy background; bank-branded backdrop if available
  • Mute when not speaking; unmute crisply — don't fumble
  • Look at the camera (not the screen) during your key statements
Do
  • ✓Arrive 5 minutes early and compose yourself before joining
  • ✓Nod occasionally to acknowledge — but not constantly
  • ✓Match the customer's energy: high-energy with young customers, calmer with seniors
Don't
  • ✗Slouch, lean back too far, or rest your chin on your hand
  • ✗Check the clock or your watch during a customer meeting
  • ✗Sit with your phone face-up on the table — keep it away

Now apply it on a real call

Take what you've learned into the Sales Training Academy — 9 step-by-step modules with scripts and good vs bad examples.

Go to Sales Training

Ask the Mentor — Voice Chat

Ask about grooming, etiquette, communication or body language in Indian corporate settings.

Tap the microphone and ask something like “How do I handle a customer who says the interest rate is too high?”

Your question is answered with Indian banking context.