Is Every Body Happy?

Sept. 25, 2008 - PRLog -- It has been said that an experienced waiter knows what the customer wants an instant before the customer does. The Marketing Director of ActionCOACH, Jodie Shaw, agrees that, like waiters, many sales people can use body language to advantage in the sales process.

“If a sales team is confident and motivated, it shows in the way they walk and in their gestures,” Shaw says. “They are energized and move with purpose. They greet customers with a smile and make eye contact. They look happy to see the customer.”

“As part of the selling process, the sales staff often need to ask questions to discover what the customer wants or how they will use the item,” Shaw continued. “Because these are open questions, they need to show the customer they are listening to the answers, often without interrupting, by maintaining eye contact, nodding and smiling, to show they are listening.”

“The customer will also be sending out body signals, which the sales person should look for,” Shaw maintained. “Although there can be different reasons for gestures, they can indicate how the customer is feeling. For example, does the customer also maintain eye contact and smile, or do they ‘close up’ by crossing their arms and looking down or away? If they have their hand on their cheek, they could be thinking about the product or what is being said, while touching or lightly rubbing their nose can indicate doubt or rejection. Tapping fingers reveals impatience, while a tilted head shows interest. If they are trying to make a decision, stroking their chin could help their thinking processes, while tugging on an ear could mean they are still undecided. Sometimes a negative, defensive attitude disappears when staff take the trouble to demonstrate the product, and explain how its features will benefit the customer.”

“At the close, even if there has been no sale, it is important that the customer leaves with positive final impressions. Wishing them a pleasant day, closing with a smile, maintaining eye contact and adopting an open, friendly stance, reinforce the customer’s impression that this business welcomes customers and that it is a rewarding place to shop.”

“Business Coaches say a great deal of the sales process relies on unspoken signals,” Shaw continued. “If staff learn to read these signals and react appropriately, they could become more successful. ActionCOACH is geared towards giving owners of small-to-medium size businesses every advantage, and the ability to read body language can help boost sales. The first step is asking a Business Coach to explain how it can work for them!”

Shaw says increasing numbers are realizing the benefits of business coaching – and coaching is now a growth industry second only to IT.

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ActionCOACH is the world’s number one business coaching firm, with more than 1,000 offices in 26 countries. To learn more about business coaching and ActionCOACH, go to actioncoach.com