"I can read you like a book!"

I've just completed a civic duty by sitting on a jury...which was a new experience for me. One of the more interesting aspects of the trial was how much the body language of: the witnesses, the defendant, the defense counsel, the prosecutors, and the judge...affected my perception of what was transpiring. It was also fascinating to sit in the jury room while deliberating, and hear other jurors indicate how they did not "trust" a particular witness. Since these same jurors did not take a single written note, their perception was based primarily upon their memory of the testimony and nonverbal communication.

Body language and nonverbal communication can be equally important during the sales prospecting process. Since some studies have shown that more than 70% of our communication is done nonverbally, and nonverbal communication has a much greater impact and reliability than the spoken word...the ability to "listen with your eyes" can become a critical factor when prospecting.

Body Language Basics. You've heard the phrase, "You never get a second chance to make first impression"? Well, it's true. There is absolutely no substitute for a positive first impression to create good rapport with a prospect. This means:

• When you meet a prospect (or anyone else when you are networking), Smile! A smile is a universal welcome sign that projects warmth.
• Look the person in the eye. It's a compliment to look at someone directly, and it's a way to connect with someone new in the shortest time possible.
• In addition to smiling and making good eye contact, make sure that your handshake is neither: too overpowering, or too limp. I prefer handshakes that show the palms of your hand. Generally, an exposed palm indicates warmth and open-ness.

Body Postures

• There are two basic categories; open/closed and forward/back. In an open and receptive body posture, arms are unfolded, legs uncrossed, and the palms exposed. In a closed body posture, arms are folded, legs are crossed, and the entire body is usually turned away.
• Leaning back and closed: Lack of interest
• Leaning back and open: Contemplation and cautious interest
• Leaning forward and closed: Potentially aggressive
• Leaning forward and open: Interest and agreement
• Head Gestures: tilted back - superior attitude, tilted down - negative and judgmental, tilted to one side - interest, neutral - neutral and open
• Eye rub: deceit
• Eye roll: dismissive gesture, superior
• Looking over the top of glasses: Scrutiny and critical attitude
• Nose rub: dislike of the topic
• Hand or fingers blocking mouth: deceit
• Chin stroking: making a decision
• Thumb under chin with index finger pointing vertically along cheek: negative attitude and critical judgment
• Isolated body gestures can be taken out of context. Gestures should be considered in relation to each other, especially when they are clustered together.

Finally, there is also the concept of "matching and mirroring", where the salesperson creates harmony by mimicking the prospects body language gestures. Some sales trainers believe that one can build trust and rapport deliberately, but subtly, by consciously matching a person's body language during the first 10-15 minutes of an appointment. While this approach may work for some, I don't like it. It seems completely contrived and manipulative to me. To each his own, I guess.

"People only see what they are prepared to see."...Ralph Waldo Emerson

Comments

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