Body language is a two-way street in sales
There’s a lot more to good sales than the words you say. Here are some handy tips on the other factors that help you deliver the winning pitch.
Body language can be a game-changer when dealing with customers. The importance of non-verbal signals is often underestimated, but they can be read in positive or negative ways.
These body-language messages are communicated through posture, movement or stance. Take for example a slouching sales representative with crossed arms and glazed eyes, compared to a salesperson with a relaxed posture, warm smile and eye contact.
It’s clear which one customers will gravitate towards.
Here, we look at simple body-language techniques that can help boost your performance in customer service.
Eye contact
It’s surprising how many people fail to use eye contact. Maintaining eye contact is a simple way of engaging with others, showing them you are listening and registering your interest in what they are saying.
Direct eye contact, as opposed to gazing at something else or into space, conveys
trust and assurance. This leads customers to feel confident about your service or product.
But a word of warning – when someone is speaking at length, be conscious of briefly moving your gaze now and again. The last thing you want is to put a customer off with an unblinking stare!
Eye contact
Posture is incredibly important when trying to make a good impression. An upright but relaxed posture shows people you are alert and interested.
Slouching or hunched postures express indifference or fatigue. So too does positioning your head too far back or forward, which reads as smugness or aggressive. A head tilted down can come across as despondent.
Keep your head upright and level. At times you can tilt it to the side slightly and also give little nods when appropriate to show you are listening.
Stance
An open stance with arms unfolded lets people know you are approachable. By contrast, crossed arms convey a closed or defensive attitude.
Avoid putting your hands on your hips, which can seem overly assertive, or in pockets, which can be a gesture of dissatisfaction.
Make sure your body is turned towards the person you are communicating with. This not only shows you are open to conversation, but it also ensures you don’t miss any of the body language cues they are giving you.
Handshakes
Believe it or not, many people’s first impression of you will be judged on your handshake. So it’s important to do it right and get off to a good start.
A firm grasp exudes confidence and warmth, whereas a tight or loose grip or handshake can put people off. Just a quick shake is ideal because a lingering handshake can become awkward.
Gestures
Try to avoid touching your face as it may give people the impression you have something to hide. The popular perception of people who touch their nose is that they are lying.
So keep your hands away from your face and try not to fiddle with your hair or bite your nails. Fidgeting can lead people to suspect you are nervous or, worse, dishonest.
To finesse your body language skills, check out the Customer Service: The Art of Body Language training video on the Suncorp Learning Campus.
