• Body Language

    We can all remember a time when we saw a friend or loved one who seemed upset. When we asked what was wrong, we were greeted with teary eyes, and a scrunched up face, and a cheerful "Nothing, I'm fine." Clearly, our actions speak louder than our words, and our body language conveys messages that are more believable than we say. Your ability to read your customer's body language, and project your own in a way that we say: "I'm here to help." is one of the least expensive and most powerful skills you have. Some of the primary aspects of body language are:


      Eye contact is one of the most powerful of all body language skills. It shows whether you are interested, receptive, and attentive to what someone is saying. Eye contact allows you to listen to customer's feelings as well as their words. Effective eye contact is achieved by putting a soft focus on what you are doing, make eye contact by focusing on the whole face, not just the eyes. As the conversation moves on, look away from time to time to avoid giving the impression you are staring.


      Your facial expression is like a billboard that lets everyone around you know if you are happy, sad, excited, and so on. Be careful not to let the stresses of the show on your face. Make sure your facial expression sets a positive tone before you even begin speaking. A relaxed or pleasant expression is the ideal most of the time. However, when customers are concerned or upset, you need to adjust your facial expression to suit their state of mind.


      Body posture – and body movement in particular – show your energy level and interest in what customer is saying. You can tell when people impatient or want to end the conversation by some simple body language clues such as:

    • Leaning back or stepping back
    • Pushing away from their desk or table
    • Gathering up papers
    • Looking at their watches repeatedly

    To show that you are intently listening to and interested in a conversation with your customer, do the following: Nod, face the customer and lean forward.


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