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When it comes to body language, our first instinct is that sales consultants should use it appropriately to close sales, but we often overlook the body language of our communication counterpart—the customer. Below, based on years of experience, we summarize customers' body language and its meanings, along with suggested ways to handle each.
Lightly rubbing the nose The customer thinks you are sweet-talking and doesn't trust you, showing no interest in your topic. At this point, you should shift the topic and, through needs analysis, find out what truly interests the customer.
Pinching fingers or clenching fists The customer feels you are talking too much and the topic isn't what they want to know. Even if you think your presentation is passionate, like a speech, the customer still feels you are wasting their time and wants to end the conversation quickly.
Touching the back of the head This is a strong sign of opposition; the customer strongly disagrees with you. In this case, we should engage and interact more, making the customer feel respected.
Lightly clapping hands or stroking hair This is a sign of agreement. As everyone knows, women may stroke their hair to appear charming, but this action also indicates approval and recognition of what you say or do.
Eyes wide open This shows that your topic and product selling points have sparked strong interest, and the customer already trusts you deeply. At this point, you can signal to close the deal.
The customer's wife ignores you or looks down on you First, this indicates a poor impression of you; second, it shows no desire to buy the product. How can we avoid this? Male sales consultants should not over-flatter women but focus on polite treatment; female sales consultants can give appropriate compliments on her attire and taste.
During conversation, the customer's eyes wander This is also a sign of opposition; they cannot accept what you say. At this time, we need to use body language to attract the customer's attention, such as using the "look" technique from the "touch, listen, look" method to provide visual stimulation.
Hands resting in pockets This is a defensive posture; the customer feels fearful of you, uneasy in the unfamiliar environment, and thus anxious. We should promptly create a relaxed atmosphere to dispel this mindset, such as warmly guiding the customer to a seat and offering tea. The best approach is the "experiential selling" mentioned by trainers: let the customer personally touch the product's selling points, thereby building trust and eliminating defensiveness.
Touching the nose bridge or stroking the chin This indicates the customer is thinking and entering the final decision stage. At this time, give the customer quiet, independent thinking space, but don't let them think too long. At the right moment, give them a reassurance that their decision is correct.
Facing you directly with prolonged eye contact This shows the customer is very interested in your topic. Seize the moment to push for a close. Of course, no matter what "signals" the customer gives, when interacting, we should remain humble but not subservient, truly acting as a sales "consultant," using professional knowledge to guide the customer. Only then can we truly win the customer's heart.
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