Employee Training Module
Over 50% of human communication is body language. It’s something that has to be studied and constantly considered. For example, if you don’t make eye contact with people they won't trust you, if you hold eye contact for too long you will creep them out.
Your Body Language
Your body language says a lot about who you are and what you’re doing. Never slouch, spit, show up ungroomed, cuss, smoke in public, smell, chew with your mouth open, etc. We must have a professional demeanor because we are professionals. You will lose a lead before you speak with them if don’t have proper body language and your supervisors will call you on poor body language. It goes for manners as well. As the saying goes, we weren’t born in barns, if you were, literally born in a barn, you do not work in one, you work in a tourist town and tourists have manners where they are from.
Prospect Body Language
Watching a prospect's body language is crucial to a sale, arms folded (typically means they are not listening), feet spread outward are listening as opposed to facing inward. There are many indicators that can be seen on a prospect that can display interest; it's up to the seller to gauge this and find a way to circumvent this to help aid in a sale.
More importantly you, as an agent, must learn to not do show negative body language, because humans mirror each other and could change a whole sale in a second if they give off a negative presentation. Example: a seller should always be smiling from beginning to end, even if it feels awkward to do this in the beginning; they need to be trained that it works.
Watch For The Grenade
Find the “sales grenade” of the group and get them involved early and often. This is the person who will most likely object later and cause a group to “think about it”. Someone who is not paying attention and looking around can suddenly walk off and drift away. Ask that person a direct question when you see this. Many times the disgruntled one of the group who isn’t used to attention can be your biggest advocate if you get them involved. They feel their night out will reflect the way you treated them. Build rapport with them.
Read The Prospect
Also, be careful asking a group too early to come in the office or to the booth. Watch their body language and wait until you feel they are comfortable with you. I’ve seen many sales agents stop a group, ask one question and try to get them inside which may backfire and they say they’ll stop back later. Build some rapport and let them understand the reason for stopping them first. It makes the overall sales process seem more friendly than rushed.