Interpreting Your Clients' Body Language
You're meeting with a prospective client, pitching your product line. Midway through your spiel, an expression of confusion crosses his face. You ask if he understands, and he says "yes"--so you continue with your presentation.Not sure he's being totally honest, you continue distractedly, as his brows furrow; his arms fold over his chest, and his head tilts to one side.
Now what? Is he falling asleep-or did you lose him along the way? More importantly, should you drone on, start over…or give up completely?
Getting Into Their Heads
If you want to find out what your prospects are really thinking, learn to interpret their body language.
Studies show that over 70 percent of our communication is nonverbal; so what they don't say many times reveals more than what they do say.
As simple as it sounds, we all have the innate ability to read body language. But it takes careful thought and analysis to recognize these nonverbal cues and constantly re-strategize your sales presentations around them.
Watching for Non-Verbal Cues
So what impact does body language interpretation have on your business?
Understanding what your customers are telling you:
- Lets you glimpse into their frame of mind
- Gives you the opportunity to adjust your sales pitch to fit their reactions
- Minimizes sales pressure, and helps you recognize when it's time to close
- Allows you to build trust and rapport with prospects and existing clients, and increase sales and profits
Recognizing the Signs
To successfully read and interpret your clients' thoughts and feelings, learn to observe these major areas for telltale signals:
- Eye Contact & Brow MovementFacial Gestures
- Torso & Arm Movement
- Leg Activity
Positive Signs
The following signs indicate your prospect is receptive and open to your words and/or actions. When you see these signals, proceed with your present sales strategy.
Eyes & Brows:
- Relaxed brow: relaxed bodyDirect eye contact: interest and/or approval
- "Smiling" eyes: comfortable
- Upturned mouth: acceptance and/or agreementRelaxed lips: relaxed body and/or happiness
- Relaxed cheek and neck muscles: comfort and/or relaxation
- Leaning forward: interest
- Fingers interlocked behind the head, elbows open and armpits exposed: open to ideas and/or comfortable
- Mirroring your body language: likes you and/or friendly
- Still: interested in what you're saying
- Relaxed legs, whether crossed or uncrossed: relaxed body and/or open to ideas
Negative Signs
These signs indicate your client is disinterested and closed to your words and/or actions. When you see these signals, it's time to back up and re-strategize.
Eyes & Brows:
- Furrowed brows: confusion, fear, tension
- Limited or no eye contact: lying, disinterest, distraction and/or lack of comfort
- Downward turned mouth or flat line: lack of acceptance and/or disagreementPursed or pressed-together lips: tense body and/or discontentment
- Tense cheek and neck muscles: tense body and/or discomfort
- Shoulders hunched forward: lacking interest and/or feeling inferiorStiff or rigid body posture: anxious and/or uptight
- Crossed arms: just cold and/or feeling defensive
- Tapping fingers: bored, agitated and/or anxious
- Fidgeting: bored and/or has something to say
- Constantly moving or shifting: uncomfortable and/or doesn't like what you're saying
- Bouncing legs, whether crossed or uncrossed: tense body, closed to ideas and/or doesn't like what you're saying
Accurately interpreting your clients' body language takes time and practice.
But by paying close attention to those nonverbal cues, you can adjust your sales strategies accordingly; better understand your clients and their reactions, and recognize when it's time to close.
With the right approach and a little insight, you'll be improving your communication skills; building better, longer-lasting relationships-and increasing your profits in no time!
This information was provided by InsureMe, the leader in online insurance leads for the insurance industry. Since 1993, InsureMe has helped thousands of insurance agents succeed in the insurance business by providing top-quality leads that are both detailed and affordable. For more information on InsureMe leads, please visit our agent Web site at www.agent.insureme.com.
