What Does the Customer Really think: Reading Body Language

Body-language-silhouetteWant to increase sales? Want to know what your customer really thinks? Want to stop wasting time trying to make a sale that just isn’t going to happen? learn to read body language. No joke, the customer’s body language will steer you toward what they really want (or don’t want) quicker than their words will…sometimes.
Some salespeople (Note our politically correct use of the word salesperson) are naturally gifted with the ability to tune-in to a person, instinctively knowing the customer’s concerns and objections. This is a huge advantage as most people are reluctant to express their true feelings to a stranger, or worse, to a HVAC salesperson.
How do these salesmen (oops, salespeople…) do it? I have no idea, let me know if you figure it out. Until we discover their secret, we mere sales-mortals with have to make do with reading the customer.
Here are a few tell-tale signs the customer is uncomfortable or in disagreement with you-
-Touching or holding their throat.
-Crossing arms over their chest.
-Crossing hands in front of their groin (and you thought they were coming onto you…).
-Turning their mid section (gut) away from you.
-Throwing heavy objects at your head. (this one may only pertain to me)

Signs indicating the customer agrees with you-
-Nodding their head as you talk.
-Matching their speaking speed and tone with yours.
-Keeping their mid section pointed in your direction.
-Not throwing heavy objects at your head.

Signs the customer wants to end the meeting-
-Glances toward the door.
-Speaking fast.
-Fast head nodding.
-Telling you to “get the %&@# out, NOW!”. (again, this one may only happen to me)

Stay tuned, and we’ll show you how to project body signals that will sell snow shovels in Florida, overcoats at a nudist community, and Red Sox bumper stickers to Yankees fans. (ok, the last one may be a stretch)

Patrick is Zen HVAC’s diagnostic and training guy. Patrick started in the trade the day he left technical school and never looked back. He's served in various technical and training roles in the HVAC industry but specializes in system troubleshooting and diagnostics, retro commissioning, and technical training. His moto: If I can understand it, anybody can. Patrick uses the Zen common sense approach to teach Patrick’s Likes- His Wife, kids and dog. Old pickup trucks. Hiking. The industrial Revolution. Patrick’s Dislikes- Taking work too seriously. Anything unintuitive. Emoticons :( Patrick’s Favorite famous person- Theodore Roosevelt “I am only an average man, But I work harder at it than the average man" Famous Patrick Quote- “Well, that was stupid of me”

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One comment on “What Does the Customer Really think: Reading Body Language
  1. I think though the customer service people provide is not as good as it was in the past! I also think business should spend more money on customer service in knowing how to deal with people. I really think you need to try to win over customers and you may be losing more than one customer in the process and social media can even hurt that business even more.

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