Types of Nonverbal Communication
Top sales people understand the types of nonverbal communication. They recognize the importance of nonverbalcommunication in building a customer relationship.
Do not miss your prospects buying signals.
Nonverbal Communication Types
- Facial Expression The face is one of the most telling types of nonverbal communication.
Client - What is your client's facial expression saying when you make a trial close? Are you even paying attention? Pay attention to the clues your client is giving you.
Do they smile at you? Is a real smile that crinkles their crows feet around their eyes or is it just a polite smile? Are their eyebrows lifted, mouth slightly opened, eyes wide in surprise?
Sales Person - What is your face saying to your client?
Before you go meet with any client face to face analyze and think about what you are thinking and feeling. Prepare yourself mentally.
Are you truly excited about your product &/or service? Do you believe you can solve their problem? Be clear on your intent.
Before you walk in to meet the client put a smile on your face. It tells your client you are glad to be there.
- Gestures, Body Language & Posture - Pay attention to your client's body movements and gestures and any changes that take place during your meeting.
Client - Has the client been leaning back in their chair and is now leaning forward towards you after you mentioned a specific product benefit? You definitely have their interest.
Did they start rubbing their chin after you gave a trial close? This indicates decision time. Let them talk. Do they appear relaxed or tense? Is it time for some open ended questions to draw out their concerns and change the body language to a more positive one.
Sales Person - Is your posture saying you are alert and interested? Do you lean into your client slightly as they are speaking? Is your body language open or are your arms and legs crossed?
- Voice or paralinguistic - We communicate with our voices - tone, rhythm and inflection.
Client - What message is your client conveying to you with their voice? If you have met this client many times you can get a better understanding of their own unique tone rhythm and inflection - Do they provide information with a monotone voice? Change your pace or the direction of your questions. They are bored.
- Does their voice and body language seem enthusiastic? Or maybe they are always that way. Having some experience with this individual will help you interpet the message.
Sales Person - Make sure your tone conveys the message you want to send. This is especially important when speaking to a client on the phone.
- Stand up and deliver your message. Your voice will sound more powerful.
- Pay attention to your tone & cadence - mix it up, vary it to emphasize key points
- What words are you emphasizing during the conversation
- Let your energy, confidence & enthusiasm show in your voice. We always want to be professional but be careful you do not take this too far and forget to show your belief and enthusiasm for your client, product and/or service.
- Eye Gaze - Make eye contact and observe client's eyes. Gauge their response
Client - What do you see in your client's eyes - interest, hostility, boredom, etc.
Sales Person - Do your eyes show your real interest in trying to understand what your client is saying? Your eyes can give you away.
If you want to understanding your client's buying signals pay attention to the types of nonverbal communication they use and the cues you receive.
Building a customer relationship is more than just the words we use. Take the time to choose the right words and match your voice, face and body language to the message you want to send to your prospect or client.
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