Chapter 6. Reading Non-Verbal Messages Flashcards
Customers provide a lot of information through their
body language.
Body Language
The elements of body language are:
Body angle
Facial expressions
Arms
Hands
Legs
Changes in positions may indicate that a customer wants to end the interview, strongly agrees or disagrees with what has been said, or wants to place an order.
Body Angle
Eyes are important area of the face, by looking at customers eyes; salespeople can often determine when their presentations have made an impression.
Face/ Facial Expression
Customers will use more ______________ movement when they
are conveying an opinion.
Arms
Vey expressive-relaxed hands
Hands
_______ Legs- sales are not going well
Crossed
___________ Legs-cooperation, confidence and friendly interest
Uncrossed
No single gesture or position
defines a specific emotion or
attitude
Body Language Patterns
To interpret customer’s feelings, salespeople need to consider the pattern of the signals via number of channels.
Body Language Patterns
Some signals that customers may be hiding their true feelings are as follows:
Contradiction and verbal mistakes
Differences in two parts of a conversation
Nonverbal signs
Contradictions between verbal and nonverbal
messages
- When customers disguise their true feelings, they
are trying to be polite not deceptive.
Detecting Customers Hidden
Emotions and Feelings
Sending Messages with Nonverbal Communication
USING ____________________
face
eye contact
hand movements
posture and body movements
matching the customers communication style
Body Language
The Role of Space and Physical Contact
Distance During Interactions (4)
- intimate zone
- personal zone
- social zone
- public zone
The Role of Space and Physical Contact
Touching (2)
- contact
- no contact
Priorities in Dressing for a Business
getting customers notice you in a _______ way
getting customers _____ you
positive
trust
Priorities in Dressing for a Business
- Business clothes protect an _________ of the salespersons company, and the product
image
- Priorities in Dressing for a Business
Salespeople will feel most __________ using their
own natural style plus some common sense.
comfortable
- Priorities in Dressing for a Business
- _______ the customers dress
- _________ dress codes
match
casual
CLOSED TOE FLATS OR 1 INCH HEELS COORDINATE WITH SUIT
DO’S OR DON’T?
DO’S
SANDALS/OPEN TOE SHOES 3 INCH HEELS ANYTHING SPARKLY ON SHOES
DO’S OR DON’T?
DON’T
SKIRT OR PANTS SUIT (JACKET MATCHES SKIRT OR PANTS)
DO’S OR DON’T?
DO’S
MISMATCHED BLAZER AND SKIRT
DO’S OR DON’T?
DON’T
SKIRT SUIT PREFERRED BLACK OR NAVY PREFERRED (GRAY OK)
DO’S OR DON’T?
DO’S
A SKIRT MORE THAN 2-3 INCH ABOVE YOUR KNEES
DO’S OR DON’T?
DON’T
