Express Yourself February 06, 2007 Your body language speaks volumes
By Rebecca Aronauer
For all the advances in sales training in the past two decades, basic personal skills are still paramount to any technology fad. No CRM package will close a deal—dealing well with customers is still the most important talent.
Every good salesperson knows how to make a good pitch, but many don't think about how their body language affects the sale. "Especially in selling where trust is so important, you want to be aware of your specific body language," says Kevin Hogan, a body language expert based in Minneapolis. While you may feel comfortable with your legs crossed and hands down, Hogan teaches that keeping your body and palms open will make you appear more honest and trustworthy, and subconsciously make your customer feel more comfortable.
Deciphering the cues that others give is important, too. Here are some ways to read your customer like a poker shark:
• Nose or face scratch implies dislike.
• Head tilted to the side implies interest.
• Eye rub implies deceit.
• Hand or finger blocking the mouth implies lying.
• Thumb tucked under the chin with index finger pointing up on the cheek implies a critical attitude.
• Chin stroke implies making a decision.
Beyond those tricks, John Boe, of consulting firm John Boe International based in Monterey, Calif., says the most important lesson in body language training is matching your customer's gestures and enthusiasm.
"People at a subconscious level enjoy working with people who are similar to themselves," Boe says. Using the same gestures subtly reinforces your likeness to your client, which makes him trust you sooner.
Dave Barrett, who works in business development for the Eaton Corporation in Dayton, Ohio, worked with John Boe almost seven years ago. Learning to read body language has helped him improve his one-on-one conversations and made him more responsive to his customers' needs. Several years after the training, Barrett still thinks about the body language training. "I live and breathe it every day," he says.
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