Body Language

BODY LANGUAGE [email protected]

Senders buyer(s) posture position or signal (non verbal communication)

Receiver's (Seller's) interpretation of that non verbal communication & meaning

How seller should respond to that non verbal communication

Rubbing hands

Enthusiasm and excitement

close quickly

Clenched fist

Frustration

Relax buyer with humour and emotionally soothing words

Steepled fingers

Authoritative superior know Praise flatter and get this it all buyer off guard before the real selling starts

Folded arms

Defensive gesture

Tread cautiously, Do not attempt to push the buyer at this stage. Seek to persuade the buyer and wait till the arms are unfolded before proper selling or the countdown to closing starts.

Looking away

Lack of interest

Make a rude remark

Both hands behind back Extreme frustration with one palm gripping the other forearm

Sympathise with the buyer

Both hands in front pockets Dominance and thumbs sticking out.

Dominance must be tackled by destabilizing the buyer by tactfully showing that you are in command though you let them feel that they are calling the shots.

One or both hands gripping Submissive sleeve with thumbs sticking out

Direct the buyer honestly to the benefits of the purchase without leading them astray.

Smiling cynically with fingers closed and thumbs pointing upwards and backwards and displaying a forwards and backwards movement.

Confuse the buyer with intermittent bouts of seriousness and laughter to show that you are not affected

Ridiculing

Arms folded with fingers Negative tucked in between inner biceps and ribs and thumbs sticking out and pointing upwards. Hand over mouth with thumb Lying or being lied to pressed against check

Negativism is a state of mind that can only be counteracted with bags of enthusiasm and motivation.

Nose rubbing

A similar reaction to the previous example is recommended.

Lying or being lied to

Give the impression that you are enjoying the lies. Play the buyers at their game until they have been won over.

Limp handshake

Hand over the mouth

Milk sop

It is due to insecurity or a weak personality. Play a submissive role and use open palms to communicate. Lying the sub conscious mind is Smile and make a joke of the instructing the body to cover up Issue. the lie

Eye rub

Buyer is either lying or thinks he Force the issue by proceeding or she is being lied to. It is also with the demonstration or used when the sender does not presentation. want to see unpleasant things.

Neck scratch

Uncertainty

Collar pull

The buyer possibly feels ill-atease and therefore responds by tugging at the collar.

Reassure the buyer with a pat on the back Smile and carry on regardless till you make the buyer change from negative to positive.

Fingers in mouth and palms under An anxious buyer who needs to chin. be reassured.

Smile, look the buyer straight in the eyes and use confidence building sales talk.

Palms placed flat under the chin Bored and the fingers spread open over the cheek

Remain silent and serious until the buyer express feeling. Then deal with those sentiments.

Chin stroking.

Buyer is trying to make a Ask for a commitment and decision. Silence is golden remain silent. here

Puts pipe fingers or spectacles into mouth in a closing situation.

Buyer is stalling to make a Say little, or stay silent decision.

Thumb supporting chin with first finger folded under lips

Buyer has evaluated the Some unexpressed feeling message negatively and is are of concern to the buyer. not interested Try to squeeze them out tactfully and then offer reassurance.

The buyer copies your gestures, Thinking alike it is a Capitalize on the situation and get postures or positions. favourable situation for the down to the main points as soon as seller. possible. Extol the benefits of the product, service or idea and close the sale. Buyer is positioned at a higher level than seller

Commanding authority

Face pointing towards seller but Indicates that the buyer body pointing in another direction wishes to go in the direction of the body rather than talk with the seller. Buyer speaks to you face to face Communication is taking and the body points in the same place properly. direction.

By acknowledging and respecting buyers who are big and powerful you can gain strength and knowledge. However, remember always that you are there to make the sale and also grasp the opportunity to gain some knowledge if it is available.

Move with the buyer in the direction they wish to go but return later with the buyer to where you want to be This is an optimum position to be n to make sales and make friends. Talk like a maestro and win the buyer like a sportsperson winning a game.

Buyer communicating with It means that you are not another person with their accepted into the bodies pointing towards each conversation until the buyers other and a third person (you) and the other persons bodies wishes to enter the and faces are pointing discussion, but only the towards you. buyers and other persons, faces and not their bodies are turned towards you

Make a critical comment on some general issue so that both the buyer and the other person get shell shock and jointly want to listen to you. When you have taken control try to case out the other person from the discussion and concentrate on dealing with the buyer unless the other person can influence a decision in your favour.

Buyer and seller seated on same Full cooperation and side of table and adjacent to each understanding for each other. other

a nice, comfortable, selling atmosphere that can be very fruitful to both seller and buyer

Buyer scated diagonally opposite Defensive/ competitive seller.

This is my favorite position for most selling situations and the one I feel most comfortable in take this position if is the only one you feel comfortable with

Buyer scated on corner and seller Buyer does not wish to interact scated on opposite corner

Give the buyer something to play with a like a complimentary key ring or pen, and make it a talking point to lead into a proper selling approach.

Buyer seated on a higher chair.

Pointing foot in a particular direction.

Power Status

Take control of the situation by standing and delivering your presentation. To sit and sell means an uphill struggle to make the sale. Subconsciously there is interest in Think of fishing where the fish is what is being offered being tempted by the bait. Wait till it makes a grab and then start playing it till you land it.

Buyer and seller seated close to A casual and friendly set up. each other at the corner of a table at right angles to each other

If the buyers disposition is that of a friend, by all means make friends but make money too.

Smile

Happy or false expression

Always smile back

Open palms Shoulder shrug

Honesty Lack of comprehension

Ask for commitment Educate the buyer with audio visual aids to suit their level of comprehension

The tight grip handshake.

Acting the tough guy

Open palms and shrugging shoulders.

Honesty but there is doubt.

Rubbing the back of the neck.

A negative sign, buyer is either lying or frustrated

Either squeeze hand & push forward to show you are equally tough or pretend buyer has broken your hand Good sign, use open palms to communicate provide facts to clear doubt and ask for the commitment. Be very guarded about what is said and how it is said. The objective must be to get the buyer to trust you even though they may be distorted thinkers themselves.

Rubbing forehead

Positive sign signifying openness Use it to produce positive results

Ankles crossed one over the otherTense, nervous and withholding Proble, praise & support till information or facts. information is gathered, then selling can start in earnest.