Reading Customer Body Language
Reading Customer Body Language
You should actively seek to hear your prospect’s body language as much as the words they are saying. Great salespeople know how to pay attention to every aspect of their prospect’s body language. This includes dramatic gestures and subtle “tells” that can be used to influence and change the way they present and interact with prospects.
1. Take note of whether you are in open or closed positions.
Closed-off positions are indicated by crossed arms or hunched shoulders and rolled-in shoulders. If you are able to lean forward and show interest, it is called an open posture. This indicates that the customer is friendly and enjoys you. You can help the customer feel more comfortable if he is in a closed position. To help the customer feel at ease, you can mirror your actions to do so. To mimic the customer’s position, you can mirror his arm crossings. Mirroring techniques can help you come off as friendly and helpful.
2. Eye contact can tell you how engaged your customer is
Eye contact is one the strongest nonverbal cues, and probably the most obvious. This is a sign that a customer is interested in you or the product you sell. This could indicate that they are not interested in the product or are not ready to buy. It’s a good idea if they do this, to give them time to look around or to find an alternative product.
A second sign to watch out for is narrowed eyes. This can indicate that the person has difficulty understanding what you just said. To reassure your customer, it is important to immediately address any such issues. The salesperson must also make eye contact with the customer to ensure that they feel valued. It is essential to maintain eye contact with customers in order to make a sale. This will let them know you are interested in their needs and show that you care.
3. You can tell by their facial expressions how they feel
We all know the expression, “A picture can speak a thousand words.” The same applies to facial expressions. It’s quite common for customers to reveal things through their facial expressions. This is why it’s so important to be attentive at all times.
Your customer will often express their agreement with you if they smile. Look out for smiles, raised eyebrows, and nodding when you speak. Your customer might not like you and frown, lower their eyebrows, tighten their jaw, or turn their heads slightly if they disagree with you. This is a sign that your customer is not happy with you.
The mouth is another indicator. A customer might have their lips slightly raised to indicate happiness or optimism. Conversely, if they have their lips down it could be a sign of frustration or anger. You can also tell a lot by how tight they hold their lips. This can also indicate that they are uncomfortable or unhappy.
4. How comfortable someone is will be determined by their body posture
Nonverbal communication is based on body posture. Customers will lean towards you if they agree with you or are interested in what your words have to offer. If they don’t agree, they will lean towards you and then move back to make space.
This is a good sign that a customer’s ankles or legs are not crossed. This indicates that they are comfortable speaking with you and are open to your ideas. This could indicate that they are not in agreement with you.
5. If they trust you, you can tell by their gestures
Another great communication tool for sales is the dynamic nature of arm and hand gestures. Although it may seem obvious, if a customer crosses their arms with their palms facing you, it is usually a sign they don’t care about what you have to say or what you sell. It’s important that you take care if this happens.
Crossed arms could also indicate a shy person. If this is the case, explain to your customer that it’s possible. A customer who is open to you with their palms facing you indicates that they trust you. This signal is a great opportunity to sell and maybe even up-sell.
6. Pay attention to the eyes of your customer.
A customer may be looking away from her computer or unable to make eye contact with her customers. A customer may be temporarily distracted, but she might not be able reveal her true feelings. You can make a significant impact on a person’s eye contact by getting too close to their space. The truth is that the closer you get to a person the less discomfort you will feel.
7. Take a look at the body language of a customer.
Boredom can be indicated by a customer touching her hair, yawning, or even touching your face while you are talking to her. You can make your product more interesting by understanding how the customer feels through body language. Include testimonials from customers. You can also change how you interact with customers by using mirroring techniques.
8. Approach customers according to what you notice about their body language.
Positive gestures such as smiling, eye contact and approaching the counter confidently, and leaving a space between you and them, will likely increase customer receptivity to your offer to be of service.
Active listening requires that you don’t respond to the customer while they are speaking. This is difficult to do and will require a lot practice. It is very common to grab onto a single part of a comment, form a reply to it, then ignore the rest. A salesperson must avoid doing this if they want to be a good listener. Your whole body should be engaged in active listening. Nodding and an open stance are signs that you listen to the customer.