Body language sends silent (non-verbal) signals, many of which we are not aware of. Though all the time we are talking to someone our body is communicating messages that are picked up consciously or subconsciously by the person or people you are speaking with.
According to Psychology Today, “Micro-expressions, hand gestures and posture register almost immediately, a silent orchestra that can have long-lasting repercussions.”
When you meet someone and don’t like them, it would be interesting to know how much it has to do with their body language.
There’s a good article by Patrick Schober in Customer Experience Insights entitled.
“Examples of Body Language That Destroy Sales.” It talks about the things you should not be doing, and how it often leads others to believe that you are not interested, impatient or defensive. As we all know these are not the things that we want our customers to believe if we want them to visit us again and/or buy from us.
Here is a recap.
Make eye contact 70% to 80% of the time. As the article says, “any more and you might appear threatening, any less and you may appear uncomfortable or disinterested.”
Be aware of your posture, keep your head up and don’t slouch as it, “can make you look weary and unconfident.”
Let people see your hands (easy when you are pouring wine) and when you are not holding something, have the palms up to show receptivity and friendliness.
Give them personal space. Don’t stand too close, one to four feet is good, otherwise you may make people uncomfortable
Crossing your arms can and often will feel defensive. If you cross your arms, make sure you are smiling and appear welcoming.
Don’t overdo movements like twirling a pen or tapping your feet as your customers may feel that you are impatient.
A tip of the glass from me to you
E Column
by Elizabeth “E” Slater, In Short Direct Marketing
A recognized expert in the fields of direct marketing and sales in the wine marketplace. Slater has taught more wineries and winery associations how to create and improve the effectiveness of their direct marketing programs and to make the most of each customer’s potential than anyone in the wine industry today.
