The Customer´s 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 Customer´s 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.
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Leanne Hoagland Smith
Are your sales where you want them to be? Will you be one of the few who achieves sales success or one of the many who have failed to change? So what are you doing to change those results? Let’s be honest, with companies moving globally and at lightening speeds, the traditional business solutions are outdated and dead. My approach moves your business out of its comfort zone and secures your competitive advantage now. If you are seeking to increase sales, build customer loyalty, create a culture of great attitudes or just achieve some sleep filled nights, then we should talk because my clients have experienced exactly those types of results. Learn more about customer loyalty at http://www.processspecialist.com/customer-loyalty.htm Give me a call at 219.759.5601 for a free strategy session. P.S. If you are seeking a motivational speaker, sales trainer or small business expert that will leave your audience smiling and remembering, please feel free to contact me at 219.759.5601. - Visit Leanne Hoagland Smith's Website |
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John Brennan
(Visit John's Website)
John Brennan Ed.D.
Dr. Brennan is President of Interpersonal
Development, LLC, a training and
development firm. Interpersonal
Development has provided sales training
and coaching to more than 3,000 sales reps
from over 100 companies.
A native of Australia, Dr. Brennan
received his doctorate from the University
of Rochester. His dissertation researched
the effectiveness of Behavioral Modeling
Technology in training people in
interpersonal skills. While he has spent
most of his career designing or delivering
training, he was also a Vice-President of
Sales of a training and development
franchise with operations in 25 markets.
Dr. Brennan has designed and delivered
sales training in North America, Asia,
Europe, Australia and the Middle East. He
has been a guest speaker at numerous
national and regional professional
conferences.
When Microsoft wanted Best Practices
articles on sales for their web site, they
called Dr. Brennan. The results are at office.microsoft.com/e
n-us/FX011387391033.aspx
His firm’s clients have included Volvo,
The Prudential, Merrill Lynch, Eastman
Kodak, Gannett, Equifax Europe, the
Economist Group and countless small
businesses.
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