As the seller, you must use body language as a tool to recognize and counteract any potential objections by your client.
Below are some Body Language cues to look for, what you can do to regain rapport and how to use what you know about your client to help close the sale Observing the body language of a customer is as important as being aware of your own body movements. The body gestures of a customer will indicate how well you are coming across to them. This can serve as a signal to change your approach at an early stage before they fall asleep or start checking text messages.
For example, when you do something that displeases a customer, they will show their annoyance through body language. When they sigh, shake their heads, look down, or fold their arms and lean back, you can take this as a sign of discontentment or irritability. The customer might not consciously notice that they’re exhibiting their body movements at first, so you still have a chance to shift your strategy.
As the seller, you may also use body language as a tool to recognize and counteract any potential objections by the client.
Notice the following:
1) If the client’s arms are crossed, it means he is disinterested. Use counter measures like positive movements to cause them to uncross their arms, and for you to begin the sales approach. When his arms and legs are uncrossed, and his hands are open, this is the best scenario, as they are open to your ideas… and a sale is more likely to happen.
2) Another good sales scenario is when the client mimics your gestures like when you fix your hair and the client follows. It shows she is very receptive to your ideas and open to buy your idea or product. If this is the case, let loose your barrage of features and benefits, and close the sale! This point is crucial as you can make or break the sale.
3) If the client covers his mouth, touches his nose, or the part near the eye, there’s the probability that you’re losing the sale. Something you said or did might have discouraged him. But don’t despair. Do the selling process again; but this time, do it differently. Reassure the client that he is getting a great deal and encourage him to open up and share ideas. Open your palms and unconsciously let him see you occasionally putting your palm to your chest (this signifies honesty). Then try to reach that positive sales atmosphere again and close the sale.
4) Always be alert to the signs the client is exhibiting. If the client shows interest through her body movements, give the final sales message and close the sale. The client’s body language may change from positive to suspecting. In this case, take it easy, gather your wits, read your client’s moods, and win her back. Always exhibit openness and sincerity. When the client crosses herlegs and arms, this is a warning signal. Use mirroring techniques (discussed in the previous chapter). You must make every effort to earn the trust of the client, so that you ultimately can close the deal.
5) Where you are unable to close the sale, try to be professional and diplomatic at all times. Thank the client for listening and shake his hand with sincerity. Sales cannot be achieved overnight and you generally win some and lose some. Closing the presentation on a positive note will leave a good impression of you. Who knows, he might be your next client at some other time. Use your body every way you can in the selling process. Always be enthusiastic – if you truly believe in the high quality of your product or service, other people will be positively affected by your enthusiasm. Body movements can convince prospects to become believers in what you are offering.
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