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Reading Customer Body Language
Knowing what motivates your customers to buy can give you a real edge in your business. Figuring it out just takes a little time. You will need to pay attention to your customer’s body language to determine what they like or don’t like and why. To do this, you will need to know a few key things about nonverbal cues. Once you get it down, you can adjust your promotions, display strategies and even your level of customer service to match your customer’s moods and expectations.
Remember that the customer is influenced by your body language as well. You can correct movements and stances that you may not even be fully conscious of, but that are pushing clients away. For example, touching your hair while talking to a customer makes them think that you are bored. Be careful of the signals that you are sending and you can send the ones that make customers trust you.
You can’t influence someone’s free will or force them to spend money that they don’t have, but you can make them comfortable enough to want to make you happy. You can use persuasive gestures and tones that make customers more receptive to what you are saying. The first impression is most important. Have you ever heard someone say, “I don’t know why, but I just don’t like him.” Most likely, the person saying this got a bad first impression by subconsciously picking up on negative non-verbal cues.
Here are movements that you should avoid in business:
Letting your eyes wander while the customer is talking.
Fake smiles that involve only the mouth muscles.
Putting your hands on your hips.
Interlacing your fingers while trying to look interested.
Quick movements or excessive movements.
Audible exhales.
Crossing your arms.
Placing items between you, like a stack of clothes, a drink or even a counter.
These are some gestures that convey confidence and sincerity to your customers:
Make eye contact for at least a few seconds.
Leave open space between you. Come out from behind the counter to greet and help.
Make slightly exaggerated facial expressions to show interest.
Keep a calm, easy smile on your face until you have something to really smile about.
Use your individuality, but tone it down so that the customer can shine.
Remember that your attitude will show. Be positive, confident and interested. If you see that the customer has a unique bracelet you are actually interested in it, go ahead and compliment the customer. It is okay to ask how old their children are, tell them that you like their purse, general small talk is a good idea. But, avoid asking things that the customer might consider personal, like, “Who does your hair?”
Things other than your body movements will affect the customer’s mood and desire to buy. Your surroundings are also important. Make sure that your store is not in disarray. Displays should be kept nice and neat. The uniformity of hanging and folded clothes should be broken up with mannequin displays and hanging form displays. This will help to relax the customer and make them more open to your suggestions.
About the Author
About the Author: Ron Maier is the Vice President of S & L Store Fixtures, a leading online resource for retail display cases including mannequins, mannequin forms, gridwall and slatwall store fixtures. For more information, please visit http://www.slstoredisplays.com.