| A friend of mine who is a professional speaker once | | | | at. If they continually look away as they are telling us, |
| told me "I am very good at reading body language. In | | | | and do not want to maintain eye contact they are |
| fact, I know when I am making a presentation to an | | | | either telling us something very difficult to divulge or |
| audience where several people have their eyes closed | | | | they are not telling the truth. |
| and are snoring... I'm boring the hell out of them!" In most | | | | - Tip- If you are dealing with a client who is easily |
| situations it is unlikely your clients will really start to | | | | distracted try to get them to turn so they talk to you |
| snore in your sales presentations. We need to be | | | | when there is nothing behind you to look at. You can |
| aware of much more subtle actions. | | | | also just stop talking and look to see what they are |
| To start with, our subconscious minds control the way | | | | looking at. If they really are distracted by something |
| our bodies react to certain feelings and emotions, often | | | | happening, stop the conversation until you can get |
| causing us to make subtle movements or actions | | | | them to pay attention. When they are willing to engage |
| when we feel or think a certain way. Everyone tries to | | | | let the conversation begin. Remember to start from a |
| exude some sort of presence through our dress, | | | | point a bit earlier than when they got distracted. |
| words, and actions. This presence is sometimes a | | | | What direction are their feet pointed? Our bodies plan |
| disguise and tough to get through, but the | | | | in advance the direction we are considering going. You |
| subconscious mind makes our body act out our true | | | | will notice people starting to look first for where they |
| feelings. Understanding body language allows you to | | | | are going and then their feet will point that direction well |
| know what a person is thinking without them speaking. | | | | in advance of their actually making a move. I have |
| Reading a client's body language will allow you to | | | | worked and consulted for many years in a seminar |
| know whether they are telling you the truth or lying, if | | | | setting where I have observed thousands of people |
| they are having concerns, if they are trying to make a | | | | sitting and listening to sales presentations. I could often |
| decision, or if they have already made their decision. | | | | tell who was going to leave by watching the way the |
| As I work with different sales organizations, sales | | | | client's feet were pointing. If they were pointed toward |
| people often complain that their clients are just not | | | | the door they were going to try to make a run for it. |
| telling them the truth. Well, the truth is, most people will | | | | - Tip- Your best option here is to get them to turn |
| say whatever they need to say to get out of an | | | | another direction or to get them to sit down, in a |
| uncomfortable situation. Making a purchase is almost | | | | manner where they are able to sit without crossing |
| always an uncomfortable situation because the buyer | | | | their arms and not pointing their feet toward the door. I |
| is making a decision, often quicker than they would like. | | | | have also been successful to engage individuals who |
| Many buyers are afraid to make decisions for one | | | | are leaving and then get them to follow me. I do it by |
| reason or another and as a result their subconscious | | | | starting a conversation with them and then slowly |
| mind tries to protect them. For this reason, becoming a | | | | stepping away from them while we are speaking. |
| good body language reader is one of the most | | | | Creating too large of a space so they have to follow |
| important aspects of selling. | | | | me to keep the conversation going. It works great. |
| Being able to interpret what your client's body is telling | | | | Is your client's hand under their chin? People rest their |
| you will enable you to start to turn them early in their | | | | head on their hand when they are making a decision. It |
| decision making process, effectively manipulating them | | | | is interesting to watch a person lean their chin on their |
| into changing their mind in a positive direction before | | | | hand when they are trying to figure something out. It |
| they have decided "not today". You can do things to | | | | happens all the time. Do not put pressure a person |
| start to move their subconscious mind in the direction | | | | when they have their hand under their chin. You are |
| you want their body to move. | | | | best to let them make the decision or at least make |
| Consider these questions: Is your client leaning toward | | | | the next comment. |
| or away from you? Does your client have their arms | | | | - Tip- If you see negative signals feel free to ask the |
| crossed? Does your client rub their face or their nose | | | | client what is concerning them. Openness is the best |
| while they are talking to you? Does your client engage | | | | way to help them in their decision. Seeing the hand |
| you or look away from you while talking? What | | | | under the chin is a good sign. It is best to let them be |
| direction are their feet pointed? Is your client's hand | | | | the first one who breaks any silence at this time. The |
| under their chin? Does your client rub the back of their | | | | old saying the first one who speaks looses is the |
| neck? Has your client touched you? What about | | | | perfect phrase to remember at this time. |
| personal space? These are but a few of the potential | | | | Does your client rub or scratch the back of their neck? |
| signs your clients subconscious minds are sending you. | | | | When a client rubs their neck they are unsure of their |
| Lets now consider each of these signals and what | | | | decision. Rubbing or scratching the back of the neck is |
| they mean for your sale. I will also make some | | | | a sign that they have additional questions or concerns. |
| recommendations for you to try to "remedy" the body | | | | This also applies to rubbing the head for many men. If |
| language situation if you read the client's body telling | | | | you see this, you need to get them to open up to you |
| you things are not going like you want. | | | | and to let you know what they are worried about. |
| Is your client leaning toward or away from you? When | | | | - Tip- When you see your client rub their neck ask |
| a person is interested in something they try to get | | | | them something like "tell me about any potential |
| closer to it. We subconsciously do this by leaning our | | | | concerns a person may have at this point in the |
| body toward the interesting person or item. As you | | | | process." Be sure to keep the question phrased in the |
| are presenting watch the body language of your | | | | third person so you are not specifically calling them out |
| audience. If the class is leaning toward you, possibly | | | | to tell you what they are concerned about. You may |
| taking notes, or at least attentively leaning forward, | | | | even want to tell them about a common concern |
| they are interested in what you are telling them. When | | | | other clients have at this point in the purchasing |
| they lean back, their body is telling you they are | | | | process. Concerns are good! Find out what it is and |
| relaxing and less interested. This can be from several | | | | then Close the Deal! |
| reasons-like boredom, disinterest, or they have already | | | | Has your client touched you? Touching is a way of |
| made up their mind. I have seen clients in the decision | | | | telling someone you are comfortable with them. When |
| making process go immediately from leaning forward | | | | your clients touches you they are telling you they like |
| to closing up their note books and sitting back. This | | | | what you have to offer. Be aware of subtle touches |
| means they heard something they either really disliked | | | | of your hand. Also be careful if you find yourself over |
| or they were ready to buy. Hopefully they are ready | | | | touchy because you can turn off a buyer. I make it a |
| to buy. | | | | point not to be the first one to touch a client. I let them |
| - Tip- keep your clients leaning in your direction by | | | | be the one who touches me first. Many people will put |
| limiting the amount of one way conversations. People | | | | their hand on my arm. Or touch the back of my hand. It |
| tend to be interested in hearing themselves talk so | | | | is a sign of comfort and trust. When this happens I |
| engaging clients is a great way to get them to lean | | | | make sure to reciprocate and to touch them back in a |
| forward. Also, get them to take notes of certain things. | | | | similar manner within a minute or two. Once they have |
| Taking notes will also get them to engage. | | | | touched you and you have touched them back your |
| Does your client have their Arms Crossed? When a | | | | bodies are aligned. You also need to try to make the |
| person crosses their arms they are telling you they are | | | | touch something that will later trigger that comfort. |
| closed. Crossing arms is usually done when we are | | | | When you touch them make sure you say their name |
| cold and subconsciously we cross our arms to | | | | as you speak. This will help you make the touch a |
| maintain our internal heat or protect ourselves from | | | | trigger. |
| something. Watch your clients as they interact with | | | | - Tip- If you and your client have touched and they |
| you. If they are interacting with you and they have | | | | start to get cold feet. It is easy to trigger the |
| crossed arms they are not open to the discussion you | | | | comfortable feelings they had earlier when the two of |
| are having. If they are sitting and lean back and cross | | | | you touched. I often will put my hand on their arm and |
| their arms then they are closed to you. I try to keep | | | | quietly tell them that "it is alright to be a little nervous at |
| clients from crossing their arms by having them hold | | | | this point in the process. Most of my clients are very |
| something. Just the simple matter that they have a | | | | nervous and in fact if they were not nervous I would |
| paper in one hand will keep them more open to you. If | | | | be worried." I will then touch them again a few minutes |
| you see your client lean back and fold their arms in | | | | later and comment on how much warmer they feel |
| front of their body you need to get them to open up. | | | | now. This almost always gets them to both laugh and |
| - Tip- similar to the recommendation above plan | | | | calm down. |
| carefully any presentation time in front of the client. If | | | | What about personal space? Personal Space- In |
| you are working with multiple people watch those who | | | | western culture our personal space is highly valued. |
| start to cross their arms. If there are more and more | | | | Feel free to stand a little further back from the client to |
| open up the conversation to get them involved or to | | | | allow them to set the distance of their personal space. |
| get them to tell you about their concerned. "Bill, you | | | | It is interesting once you allow them to be the one to |
| seem concerned. Tell me about what's got you | | | | approach you to notice how they will actually end up |
| worried." Simple statement with a request for the client | | | | closer to you than if you are the one who sets the |
| to talk will often get them opened up. | | | | distance. Once they are close or touch you then you |
| Does your client rub their face or their nose while | | | | are safe and considered in their circle. |
| talking? Rubbing the fact or nose is often linked to | | | | - Tip- When you are dealing with international clients |
| deceptiveness. Be aware if the client rubs their nose | | | | keep in mind that different cultures have very different |
| or face. If so, they are trying to tell you something that | | | | rules with regard to personal space. Some will want to |
| is not accurate. This is also something you need to | | | | be very close, almost touching, while others will stand a |
| keep in mind when you are speaking. Do not rub your | | | | little further. As a westerner you are probably safe to |
| nose or face. Face rubbing can also be a sign of | | | | allow them to set the distance. Just be aware that |
| nervousness. Nervousness is caused by many | | | | personal space is something that gets smaller the |
| different sources, lack of preparation, need to make a | | | | closer of a relationship you have. I remember an older |
| decision, being uncomfortable, telling a lie. Each of these | | | | gentleman who was from India actually holding my |
| potential sources should be considered. | | | | hand as we did his deal. It was a little weird, but it got |
| - Tip- Not every time a person rubs their nose or face | | | | the deal done. Be aware of your client's personal |
| does it mean they are lying or deceiving you. In fact, | | | | space and how much they are allowing you inside their |
| someone may really have an itch. It is just important to | | | | protective zone. |
| recognize what the subject they are talking about | | | | Being a great body language reader will win you Sales! |
| when they do the rubbing so you know to beware of | | | | Learning to interpret what your clients body language is |
| that particular information. | | | | telling you will enable you to make more sales than just |
| Does your client engage you or look away while | | | | about any other single strategy. The specific meanings |
| talking? Many scholars say that people's eyes cannot | | | | of body language are varied depending on the |
| lie. Looking into a person's eyes when you speak with | | | | circumstances but the signs your clients send you with |
| them lets them know you are to be trusted. If you are | | | | their body do not lie. |
| talking and notice the other person is not paying | | | | Watch the body and read its actions. You'll soon notice |
| attention to you or seems distracted they are giving | | | | your clients making many of the same motions at |
| you a telltale sign they are not interested in the | | | | similar points in the purchasing process. Read their |
| conversation. This is almost simple common sense | | | | actions so you can stop problems before the client |
| because we often look to see what they are looking | | | | walks out the door. |