Part 4: Client’s Body Language: Small Details That Tell Psychological Transformation
Body language is a type of language that clearly expresses people’s thoughts.
Customers’ silence does not mean they agree,
or when they listen attentively to you,
they are not necessarily interested in the product.
This is a very intriguing mystery.
Capture customers’ body language to understand their psychology.
30: Body language in general
One is loved because one is loved. No reason is needed for loving.— Paulo Coelho
In business, not understanding each other’s psychology easily causes business to fail.
This is even more important for salespeople
who have to deal with diverse customers with their own personalities.
That’s why they need to learn how to see into customer psychology,
grasp their actual requirements and most importantly,
apply that understanding to fulfill their trading purposes.
Letting customers tell you their secrets through words is the simplest way.
But in many situations, customers are unwilling,
or adamant, not to disclose something to you.
Moreover, there is always a certain psychological distance between people.
In the process of doing business,
if you want to judge customers’ thoughts,
don’t just rely on their words,
instead you need to be more sensitive to many other objective factors,
especially their body language.
Body language is the expression of feelings
and thoughts through the movement of body parts such as facial expressions, limbs.
Often when talking about body language we will remember
the usual gestures we are used to doing:
clapping to show approval,
high five to show anger,
waving to indicate that it can’t be done,
rubbing hands indicates anxiety,
head bowed to show pain.
We use those body movements to express emotions,
others will also through those movements to follow us.
Sometimes we unconsciously
or instinctively use body language to express our feelings.
For example, when we talk to others,
we subconsciously shake our heads,
wave our hands, and cross our legs.
Customers too, sometimes in the process of talking,
they reveal all their true thoughts through actions.
A salesperson needs to practice the ability to judge facial expressions and actions,
grasp the opponent’s “talking one thing and thinking another”.
People’s words may in fact have no meaning,
or “words more or less” are extremely complex,
but their posture and actions often clearly express the thoughts they want to imply.
Be flexible to grasp body language,
pay attention to customers’ inner feelings to avoid difficult situations.
Words can reveal a person’s dignity;
just like emotions, eyes can reveal inner feelings; sitting,
hand movements can unconsciously “sell up” the owner.
Therefore, body language not only helps us understand the inner world of customers,
but also helps us understand their intentions.
According to research by psychologists,
language alone contributes only 7% of the communication process,
intonation and intonation account for 38%,
while the remaining 55% belongs to “non-verbal” language. ”
And this body language and language is very difficult to “fake”
because it is unconscious and is clearly expressed in actions.
31: Hand movements
Success in dealing with people depends on sympathetic grasp of the other person’s viewpoint. — Dale Carnegie
In fact, every time we encounter danger or unforeseen events,
we often subconsciously bring one
or both hands to our chest to form a protective layer for our body against external threats.
many times we come across people who always cross their arms
in front of their chest during professional speech.
What does this move mean?
When people feel insecure, want to protect themselves
or are unwilling to accept the opinions of others,
they often fold their arms over their chest,
showing the other person their anxiety.
Customers cross their arms over their chest
because they have a defensive mentality towards the salesperson.
If you meet people who act like that,
even if you continue to talk,
it will only be a waste of time,
because deep down they don’t care what you say.
At this point, what you need to do is find a way
to reduce the customer’s defenses against you.
In addition to the act of crossing arms in front of the chest,
we can also see other language acts spoken through other hands such as:
1. Cover your mouth:
When they suddenly discover that they have made a mistake,
they will unconsciously cover their mouth with their hands.
When faced with such a situation,
you should stop the conversation and ask the customer:
“Do you need to ask anything?”
or “I see you still have some questions,
so can we discuss it for a bit?”
This makes it easier for customers to share their views,
and the seller can also explain based on his or her stance,
and at the same time answer customers’ concerns.
2. Lightly touching the nose:
Scientists studying taste and smell in Chicago,
USA have discovered that when lying,
a chemical substance called Catecholamine will be released,
causing the cells to die swollen nose.
Scientists have also proven that lying causes blood pressure to rise,
blood flow to increase dramatically,
causing the nose to become larger also known as the “Pinocchio Effect”.
The nose is swollen,
leading to an itchy feeling in the nasal cavity.
So when we detect a customer touching their nose,
we can tell that they are most likely lying.
3. Rubbing eyes:
An experiment by scientists showed that the brain
through rubbing eyes to prevent being deceived,
confirm suspicious or unhappy things,
or avoid facing the person being bullied fool.
If your prospect shows interest in what you have to say,
but their hands don’t stop rubbing their eyes,
it could be a sign of interest in what you’re saying is fake.
4. Scratching their ears:
When negotiating with customers,
you make an order to order, but they scratch their ears.
This small gesture shows you that customers are not really interested in your product,
even if they praise your product.
5. Neck Scratching:
In the process of listening to you discuss,
they constantly scratch their neck,
which is a sign of skepticism and confusion, equivalent to saying:
“I’m not sure I agree with your point of view .”
When words and body language disagree, contradictions arise.
6. Pulling on the collar:
Desmond Morris has found that lying causes sensitive surfaces
and groups of nerve cells in the neck to produce an itchy sensation.
This phenomenon explains why,
in an anxious situation,
people will not only scratch their necks
but also repeatedly pull their collars out of fear of being unmasked.
At that time, the liar feels that the other person is doubting what he or she is saying,
leading to high blood pressure, making the neck sweat constantly,
so they continuously pull the collar.
7. Placing fingers horizontally between lips:
Most lip-touching movements are associated with deception and deception,
but when a person places their finger horizontally between their lips,
they are yearning for a sensation. safe.
If you meet a customer who acts like this,
do not hesitate to promise and assure them,
this will be a very effective response.
Often, many customers don’t have a crush on your product,
but because they don’t want you to bother them any more,
they use fake words to avoid buying your product.
Observe their hand movements to capture these body language expressions to guess what customers mean.
32: Footsteps reveal your little secret
The world always looks brighter from behind a smile. — Cherry Nguyen
Morris, a British psychologist, discovered
that the further away the body parts are from the brain,
the more believable.
When interacting with other people,
we often pay the most attention to the other person’s face.
So sometimes, we often borrow smiles to hide our true thoughts.
We also use our hands to express feelings or thoughts.
The foot is the furthest distance from the brain,
so many people often do not pay attention to it,
but it is the part that reveals the inner world of a person more than many other parts.
The language of the feet is expressed through rhythm and rhythm.
The feet can not only reflect people’s feelings,
but also reveal their dignity.
If a girl is dignified and polite and walks quickly and comfortably,
she must have a liberal and upright character;
and a tall and coarse person but walks carefully
and slowly is definitely a smart person,
on the outside he is rude but on the inside he is meticulous.
Psychological tendencies are often revealed through the language of the feet.
The person sitting cross-legged shows that he is uncomfortable.
A girl crossing her legs shows that she is very confident with her appearance,
and at the same time it means that she wants to show her strong desire.
When people stand, their feet often point to the things that their hearts are wanting or pursuing.
For example, when three men stand next to each other,
even though they appear to be very engaged in conversation,
not paying attention to the beautiful girl standing next to them,
in reality, they all have one foot pointed towards that girl.
Their concentrated attention was just a mask to hide their true feelings.
Professor Jeffrey Betty,
head of the psychology department at the University of Manchester,
has spent the last 10 years studying the “language of the feet”.
The British Daily Mail once said of his research:
We often pay attention to other people’s expressions and hand movements,
but we don’t care what our feet “say”.
Professor Betty gives an example,
when a girl is standing in front of a pursuing guy,
if one of her legs is slightly forward it indicates that she likes the guy;
if her legs are entwined or not moving then it means she is not interested.
However, this does not apply to guys.
There is not much difference in the foot movements of elite girls and boys,
because they both like to dominate the conversation process
and also like to control their bodies.
Extroverts have less footwork,
shy people have relatively rich footwork.
Through observing foot movements,
we can also judge whether the person is lying or not.
If the legs are completely immobile,
the person is most likely lying.
Professor Betty said many people
assumed that people who are lying due to anxiety will make more gestures,
but in reality the liars will give completely false signals.
“Everyone cares about the eyes and the face,
but humans are very good at controlling these parts.
Therefore, the most reliable lie detection should be based on the expression of two legs.”
Many people know that the face and hands can express the mood,
but do not know that the feet can express the heart of a person.
At a higher level, the secret language of the feet also shows the human personality,
attitude, and affection for the other person.
Feet are magical non-verbal communication tools.
So pay attention to the language of your feet to capture the secrets of communication.
33: Smile language
Because of your smile, you make life more beautiful. – Thich Nhat Hanh
Laughter is a language that has limitless meanings and is capable of conveying a wide range of emotions.
There are many types of laughter such as smiling,
light smile, mocking laugh, sad smile, big laugh, etc.
Each type of smile has different meanings.
Different people will also have different smiling habits.
Some people laugh very liberally,
but others laugh very discreetly;
Even if it’s the same person,
there will be different smiles under different circumstances.
Salespeople need to observe
and analyze to be able to grasp the different meanings behind the other person’s laughter,
thereby understanding the inner world of the customer.
When dealing with many types of customers,
salespeople need to know the smile patterns and its implications.
1. Squeeze smile:
is a type of smile with the implication of receiving the other party with a friendly attitude.
To show politeness, many customers often use this smile with a salesperson
even if they don’t like the product the salesperson has to offer.
This type of smile causes a slight change in facial expression.
It is typical of the self-amused, satisfying,
mutually understanding, smile widely used in communication.
Buyers smile at sellers,
signifying friendship, approachability;
especially if it is a difficult customer then that smile is a sign of success for your transaction.
3. Smiling softly:
It signifies love, appreciation, fun,
often when friends and relatives meet,
acquaintances greet each other or meet happy things.
Customers with a small smile show that they are willing to meet you
or are very sympathetic and want to consider buying your product.
4. Big laugh:
is a laugh with a large volume, wide mouth, accompanied by a very obvious change in the face.
This type of smile signifies great joy and excitement.
At such times, the buyer is usually in a good mood and the seller,
if he makes a request, is very likely to succeed.
5. Painful smile:
These smiles often appear when a person is facing something difficult
and has not found a solution, it shows suffering and no way out.
During the negotiation process,
if the salesperson puts too much pressure or gives the customer harsh conditions,
the customer will be made difficult and show it with a bitter smile.
At that time, the salesperson should not continue to put more pressure on the customer
otherwise it is very easy to make the transaction fail.
It is necessary to sincerely offer options to customers,
gradually make them appreciate and trust them,
and then proceed to recommend their products.
6. Covering the smile:
This type of smile occurs when discovering that other people make unnecessary mistakes,
or make strange movements,
say things that are not common sense.
This smile is not meant to ridicule but full of goodwill.
Such customers are usually cultured, quick-thinking, quite generous;
In front of the salesperson they will appear to be a successful person.
When detecting customers covering their mouths and smiling,
salespeople do not need to feel shy,
but need to use humor to relieve themselves,
making themselves even more lovely to shorten the distance
between themselves and customers.
A type of smile full of contempt,
clearly showing an attitude of disliking others or not arbitrarily agreeing with another’s point of view.
If the product, the salesperson
or the words they say do not gain the trust of customers,
they will use this smile to protest.
When encountering that smile,
employees should not be discouraged
but actively seek breakthroughs, change topics,
lead customers’ interest,
and use specific evidences to prove their reputation and reliability of the product,
making customers trust and accept their point of view.
Different types of smiles reflect different moods
and are also manifestations of different personalities.
Laughter is not only an external language but also a speech of the inner world.
Salespeople should learn about customer psychology
and personality through smiles to equip themselves with “weapons” to help win deals.
34: Language of the eyes
Be the kind of person that you want people to think you are. — Socrates
“The eyes are the windows to the soul”.
When in contact with customers,
the sales staff should look them in the eye.
A successful salesperson is also a person
who is always sharp in observing others,
detecting each customer’s different gazes,
in order to find appropriate adjustment strategies.
During the sales process,
salespeople will come into contact with many different people,
from the cold indifference with tired eyes to the understanding,
supportive and encouraging eyes of customers goodwill.
Usually in transactions,
customers often have the following types of eyes:
1. Soft and friendly:
the eyes of sincere people, not wary or wary of you.
When facing the sales staff, their eyes carry a smile,
showing enthusiasm and sympathy for the other party.
Most people are skeptical of salespeople and that shows in their eyes. .
3. Curiosity pattern:
If a seller’s product has many interesting features or they have never seen it before,
the customer’s pupils will be dilated,
eyelids raised, and mouth slightly open.
They stare, scrutinize the seller’s products,
thereby showing great interest.
If the salesperson can effectively lead the customer,
the probability of a successful transaction is very high.
4. Quiet type:
The pupils of these people maintain a natural state,
the eyelids do not move, coldly looking at the interlocutor.
This shows that the product
or salesperson is not interesting enough for the customer.
They are usually very knowledgeable, opinionated,
and very calm, unfazed by the salesman’s rhetoric.
For such objects, you should use the best service attitude
and the best product quality to serve them to be effective.
The eyes are the mirror that reflects the secrets of the inner world.
Observing the eyes to see the customer’s mind greatly helps the salesman’s job.
Paying attention to customers’ eyes and improvising to get accurate
and useful information about them,
capturing their inner world is the right countermeasure,
overcoming adverse factors and win the trust and love of customers,
leading the transaction towards success.
Selling is a form of person-to-person communication.
During this process, paying attention to the other person’s gaze shows respect.
From the eyes of the opposite person,
we can also “read” significantly their inner mysteries.
These are often not expressed in words but instead in the language of eye contact.
35: The language of eyebrows
Names are the sweetest and most important sound in any language.— Dale Carnegie
In addition to eyes,
eyebrows are also a non-verbal language to express feelings or status.
Eyebrows not only convey many signals but also have the ability to communicate.
During the sales process,
do not forget to keep an eye on the psychological changes of the customer
through the expression of the eyebrows.
Alex is about to buy a new car.
I’ve been to many stores but haven’t found the right one yet.
When he went to a certain store,
the salesman eloquently introduced the car models
but also observed that his eyebrows were furrowed.
The salesman guessed he didn’t want the salesman to recommend too much,
but was just considering.
This person knew what he meant and said to him,
“You look tired, I invite you to sit down first.
Buying a car requires choosing the right one,
so there’s no need to rush, right?”
A sentence that hit Alex’s psyche.
He just sat and rested while talking with the staff.
The employee knew better about Alex’s preferred style and price range,
so he recommended him a similar model,
but at a slightly lower price.
Alex raised his eyebrows but then frowned,
immediately expressing doubt:
“If it’s so cheap, is the quality guaranteed?”
The salesman immediately gave a reasonable explanation that made Alex very satisfied,
and of course agreed to buy the car.
As can be seen, different “eyebrow languages” will express different emotions.
The expressions we often see include:
1. Raised eyebrows:
Indicates joy. If the seller’s product matches the buyer’s wishes,
the customer will most likely raise an eyebrow.
Raised eyebrows indicate pleasure.
Raising only one eyebrow indicates a large “question mark”.
It shows that the other party has doubts about the product
or still does not understand what you are saying.
At this point, the salesperson needs to explain and give more evidence.
The two eyebrows inched closer together.
It is an expression of displeasure, impatience, or very unpleasantness.
Customers are clearly not satisfied with the product
and are not willing to listen to the seller’s long words,
bringing with them a rather confrontational mentality.
3. “Stand up” eyebrows:
Raised eyebrows accompanied by pouty movements show hate and dismissal,
and sometimes indicate helplessness to obey.
For example, a customer has had a bad experience
or has purchased a similar but poor quality item from you.
If now you continue to convince them to buy
then they will develop a antagonism,
showing an unpleasant expression, showing an unhappy reception.
At this time, the salesperson must be awake,
showing understanding of the customer’s psychology at that time to ensure that they can be persuaded.
4. Eyebrow blinking:
Eyebrows raised and then immediately lowered with a smile are a type of expression of interest,
bright eyes, welcoming the arrival of the opponent.
If the customer has such an expression,
the salesperson should take advantage of the opportunity to move forward to close the deal quickly.
In addition, “eyebrow language” has many other meanings,
such as smiling eyes, accompanied by wide open eyebrows,
cheerful eyebrows expressing joy;
tightly furrowed brows show melancholy;
“Frowning face” shows sorrow and heaviness.
Salespeople need to grasp and understand the expression of the eyebrows to see
through the inner world of the customer.
And at the same time,
they also need to learn how to communicate with their eyebrows, silently convey emotions,
express their meaning results to achieve mutual resonance,
getting customers to accept you.
36: From geographical distance to psychological distance
Our thoughts make us what we are.— Dale Carnegie
Geographic distance to a certain extent also reflects psychological distance,
which is determined based on kinship relationships.
Salespeople need to rely on customers keeping their distance to guess their psychology,
taking advantage of that to shorten the distance and increase sympathy with customers.
A study in psychology shows that:
Geographic distance and psychological distance are extremely closely related.
Each type of relationship has different ranges of distance,
strangers often keep a moderate geographical distance from each other.
Customers and sellers meeting
for the first time will inevitably be separated something completely understandable,
so you should not be disappointed because of that.
Instead, what you need to do is think of a way to close that gap
so that your customers get closer to you and accept you and your product.
American anthropologist, Edward Hall,
through many years of observation and research has discovered four types of distance
between people as follows:
1. Intimate distance: from 0.15m−0.45m.
This is the distance between loved ones such as parents,
lovers, spouses, a fairly close distance.
This distance not only shows love
but also easily reveals comforting protection.
Close colleagues may also experience this distance.
2. Body distance:
This is the distance between friends.
This distance is expressed between two close people
who can understand by just looking at them,
and often share emotional stories.
3. Social distance:
This distance is beyond the reach of the human body,
this is the distance between people whose social relationships require solemnity and seriousness.
This distance is also suitable for colleagues at work.
4. Public distance (divided into two types):
near (3.6m-7.5m) and far (over 7.5m),
suitable for lecture places, between speakers
and listeners with many problems and thinking needs to be exchanged and resolved.
Geographic distance helps to judge the relative level of close relationship
between you and the other person.
Salespeople can, through maintaining the geographical distance of customers,
estimate the psychological distance between two people,
and understand the change in their feelings.
It is also necessary to skillfully manipulate the change of distance to draw customers closer to you.
Salespeople not only need to win the trust of customers,
shorten but also control the distance between two people,
while maintaining the necessary respect.
If the distance between the seller and the buyer is too close,
it will lose the solemnity and cause objection.
Salespeople need to maintain the right distance from the seller,
keep the proper etiquette to make the relationship develop in the long run.
37: Capturing the customer’s personality through eating
Knowledge isn’t power until it is applied.— Dale Carnegie
Salespeople have a lot of opportunities to eat with customers.
A smart salesperson will not only make every meal fun,
but also observe the tastes and preferences of customers to judge their personality.
That can help their business exchange move in a favorable direction.
Salespeople must be sensitive people,
able to detect from what customers like to eat to observe their personality,
thereby understanding the inner world of customers
for the purpose of maintaining long-term relationships. long.
Mike is a brilliant insurance salesman for a life insurance company.
He always achieves outstanding success thanks to his ability to observe customers from the smallest movements.
During a meal with an important guest,
he found that the guest ate very slowly,
showing a calm and polite person.
Thanks to that,
Mike came up with his sales strategy.
First, he does not rush to the main issue, instead,
he makes a good impression on customers with polite and courteous gestures and attitude.
Then, in the process of discussing the work,
he gave good examples real
and specific numbers to demonstrate the quality
and advantages of the products he offers in a very honest tone.
Indeed, the customer was very satisfied:
“You are very honest, unlike other salespeople,
who are always boasting, making others uncomfortable.
I will choose a type of insurance for you,
try to advise me on the most suitable type.”
However, the way each person eats depends on the region, their own taste.
Therefore, the salesperson can rely on the customer’s taste to judge the personality:
1. People who like to eat rice:
they are careful, calm, happy and don’t show their faces.
They are often meticulous, have patience,
know how to find joy on their own,
avoid trouble as much as possible,
treat people quite skillfully,
do not like to help others.
When dealing with these customers,
salespeople need to be dedicated and recommend mid-range products.
2. Customers who like to eat flour-based foods:
are usually enthusiastic,
like to show off, are emotional;
when working without taking into account the consequences;
difficult to let go.
When doing business with these customers,
it is necessary to grasp the lack of wisdom
and buying habits of customers to take advantage of the greatest benefits.
But don’t treat customers like idiots,
if they upset them, the consequences will be incalculable.
3. Customers who like to use greasy dishes
such as stir-fries and fried are enthusiastic, adventurous,
want to make big karma,
but if they encounter obstacles, they will give up.
If you want to consume a new product or service,
these people are your number one choice.
In addition, the shopkeeper can rely on the way customers eat to identify their personality:
1. Customers who eat slowly:
are usually fairly well educated.
Most of them are quiet people who pay attention
to the root cause of everything they do,
but they lack the spirit of adventure.
When communicating with these customers,
employees also need to present themselves as an educated person, giving facts.
That is the only way to gain their trust.
2. Eat fast, gobble up:
people who are hasty and hasty,
do everything aggressively,
often have the habit of looking at things that are not thoughtful before doing.
When doing business with these customers,
on the one hand, salespeople need to understand the urgent needs of customers,
and at the same time should follow each step sequentially to give customers the service
that makes them most satisfied.
3. Customers eat a lot:
They are often very frugal,
always hoping to use the least amount of money to buy the best item.
When discussing business with this type of customer,
the salesperson must keep his stance,
just do everything in his power, do not give in.
A person’s personality is expressed in many ways. Diet is one of them.
Salespeople should firmly grasp this breaking point,
accurately grasp the customer’s personality to pave the way for their business relationship.
38: Guess the customer’s psychology by drinking
The simple things are also the most extraordinary things,
and only the wise can see them.— Dale Carnegie
Alcohol is an indispensable drink in social meetings.
Capturing the customer’s beverage preferences helps the salesperson
to capture their personality, and soon achieve success.
Max is a salesman for a real estate company.
Once, he arranged to meet a special guest to discuss business at a pub.
When this guest orders “red wine”, thanks to his knowledge,
Max knows that people who like red wine are very chivalrous,
modest, noble, and also capable.
Through his judgment,
Max presents the guest with the best quality room,
trying to bring unique features to convince the customer.
Although the price is a bit high,
the value and quality of the apartment is not low.
Such rooms are very suitable for a person of such status as this customer.
After the customer came to see the house,
he was very satisfied and agreed to buy it.
In fact, customers’ wine preferences vary widely.
A salesperson needs to grasp the customer’s personality
through the type of wine they often use or like to find the right sales method.
In addition, it is also necessary to pay attention to how to choose wine,
how to hold the glass and how to drink to discover the personality of the customer.
Keep these points in mind to guide customers in the direction they want.
So how is wine and customer personality related?
1. Customers who choose white wine:
Customers who choose low-volume white wine are usually conservative people,
and their relationships with others are quite harmonious.
They have a positive and optimistic attitude, but are often soft-hearted;
Even if you help others to influence your own interests,
you will also help wholeheartedly.
They are very good at creating a conversational atmosphere,
wherever they go they are welcomed by others.
But sometimes they often care about others too much,
leading to being taken advantage of by others.
Customers who choose a high-strength white wine are quite strong,
always wanting to be in control of everything.
They easily express their feelings to others;
don’t care about the little things.
Ho likes to resist authority, take risks and challenges.
For customers who choose low-grade white wine,
sales staff should show weakness to take advantage the “compassion” of customers,
creating conditions for successful sales.
As for customers who choose high altitude wine,
the salesperson should solicit their opinions,
make them feel respected, to make a good impression on them.
2. Customers who choose beer:
Customers who like to drink beer are relatively mild-mannered,
like to help others, but are apathetic
and do not have an opinion, do not know what to do.
With these customers,
the salesperson should make all the decisions for himself.
3. Customers who choose red wine:
are noble and elegant people.
What they really like is not the red wine
but the hidden meaning behind this red wine.
They are people who value and care about their status and economic potential.
For customers who like red wine,
employees need to show nobility,
education to easily gain trust from customers.
Salespeople should recommend top quality products
because these customers are usually not interested in price.
Salespeople need to understand:
Eating is also an art,
to become a sophisticated and excellent salesperson,
don’t forget to learn about this “art”.
Everybody has a creative potential and from the moment you can express this creative potential, you can start changing the world.— Paulo Coelho