Customer Body Language: What to Look for
Customer Body Language: What to Look for
Staring can indicate a need for the customer to control you and the meeting.
Avoiding eye contact means they are uncomfortable with you, or trying to hide something from you.
A sparkle or glint means they are having fun - maybe even getting excited about your solution.
Glassy-eyed. Bored. Ask them a question, quickly!
Looking up and to the side; recalling something, or imagining something - maybe how your solution will make them a hero?
Looking sideways; recalling something they heard.
Casting their eyes down; experiencing an unpleasant emotion.
Shifting eyes; evasive, lying or looking for a way out. Glancing towards the door; they want out. Glancing towards an object in the room, a brochure, sample, etc.: they want to talk about it.
The Customerīs Hands
Drumming their fingers; impatience, "get to the point"
Hands forming a steeple, with fingertips touching; they are evaluating you, your product or your company.
Playing with a pen or pencil, shuffling papers. Concerned, annoyed, confused or wanting to say something. Ask them a question.
Pointing at you, jabbing the desk with their finger. Angry or frustrated. Show some empathy.
One hand holding the other wrist down; on guard, threatened or very cautious.
Touching, picking up or caressing your product; major buying signal! Go for the close.
Face
In addition to the usual facial expressions indicating interest, doubt, confusion, distaste, delight, flirtation, boredom etc., here are a few specifics you may not be noticing;
Lightly rubbing the side of the nose with a finger when talking; lying or at least, not sure of the veracity of what they are telling you.
Stroking the chin; reflecting on what you are saying.
Arms
Folded across the chest; in a formal meeting, usually means they are protecting information or feelings.
Informally it can be a sign of relaxation.
One hand on the arm of the chair, elbow crooked and weight leaning on it: they want out.
Hands lightly crossed or open, resting on the desk; interested, trusting.
Posture
Leaning back; wanting to distancing themselves from you or your proposal.
Leaning forward; interested.
Bolt upright, stiff; need for control, seeking deference from you.
What do you do when you observe body language?
There are three simple responses that will always work.
1. Stop what you are saying or doing and ASK THEM A QUESTION.
2. Trial close.
3. Offer empathy. "You look like you have a question?" You seem concerned" "You look interested".
Customer Body Language What to Look for - To learn more about this author, visit John Brennan's Website.
Like this article? Share it with your friends
The Customerīs Eyes
Staring can indicate a need for the customer to control you and the meeting.
Avoiding eye contact means they are uncomfortable with you, or trying to hide something from you.
A sparkle or glint means they are having fun - maybe even getting excited about your solution.
Glassy-eyed. Bored. Ask them a question, quickly!
Looking up and to the side; recalling something, or imagining something - maybe how your solution will make them a hero?
Looking sideways; recalling something they heard.
Casting their eyes down; experiencing an unpleasant emotion.
Shifting eyes; evasive, lying or looking for a way out. Glancing towards the door; they want out. Glancing towards an object in the room, a brochure, sample, etc.: they want to talk about it.
The Customerīs Hands
Drumming their fingers; impatience, "get to the point"
Hands forming a steeple, with fingertips touching; they are evaluating you, your product or your company.
Playing with a pen or pencil, shuffling papers. Concerned, annoyed, confused or wanting to say something. Ask them a question.
Pointing at you, jabbing the desk with their finger. Angry or frustrated. Show some empathy.
One hand holding the other wrist down; on guard, threatened or very cautious.
Touching, picking up or caressing your product; major buying signal! Go for the close.
Face
In addition to the usual facial expressions indicating interest, doubt, confusion, distaste, delight, flirtation, boredom etc., here are a few specifics you may not be noticing;
Lightly rubbing the side of the nose with a finger when talking; lying or at least, not sure of the veracity of what they are telling you.
Stroking the chin; reflecting on what you are saying.
Arms
Folded across the chest; in a formal meeting, usually means they are protecting information or feelings.
Informally it can be a sign of relaxation.
One hand on the arm of the chair, elbow crooked and weight leaning on it: they want out.
Hands lightly crossed or open, resting on the desk; interested, trusting.
Posture
Leaning back; wanting to distancing themselves from you or your proposal.
Leaning forward; interested.
Bolt upright, stiff; need for control, seeking deference from you.
What do you do when you observe body language?
There are three simple responses that will always work.
1. Stop what you are saying or doing and ASK THEM A QUESTION.
2. Trial close.
3. Offer empathy. "You look like you have a question?" You seem concerned" "You look interested".
Customer Body Language What to Look for - To learn more about this author, visit John Brennan's Website.
Like this article? Share it with your friends
![]() | |
| |
No article feedback found. |
| |
Leave Your Feedback |
|
| |
| |||
David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
|||
|
To learn more about the Evan Elite Author Program please contact us. | |||
![]() | |
![]()
| |
![]() | |
|
| |
![]() | |
|
| |
![]() | ||
|
| ||
![]() |
| Have you written articles that would be of value to entrepreneurs? Become an expert on our site by publishing them! Expose yourself to a wide audience, drive more traffic to your website and get more sales! Click Here for details. |
|
|
![]() |
| Modeling the Masters: Learn the true secrets behind Walt Disney's business success factors & grow your company! Video produced by Phanta Media |
|
|
![]() |
"Learn straight from Evan how you can Make a Full Time Income (And More) from a Website"
Click Here To Learn More |
|
|
|
|
Get advice & tips from famous business owners, new articles by entrepreneur experts, my latest website updates, & special sneak peaks at what's to come!
|
![]() |
|
|
![]() | ||
|
Top 50 SEO Posts - 2007
Top SEO Posts of the Year | ||
|
Choose A PR Topic
Press Release Builder | ||
![]() | ||
![]() | ||||
| ||||
| ||||
| ||||
|
|
|
|
|
||||||||||||
|
|
|
|
|
| ||||||||||
|
| ||||||||||






Subscribe to John's articles











