How To Get The Reading of customers 2021

While your customer’s words will help you to understand his or her needs, there are often unspoken needs that you can read from their body language. Observing a customer’s body language will also help you to realize how far you can take your questions and when to stop.

How To Get The Reading of customers 2021

How To Get The Reading of customers 2021

 

While your customer’s words will help you to understand his or her needs, there are often unspoken needs that you can read from their body language. Observing a customer’s body language will also help you to realize how far you can take your questions and when to stop.

When reading body language, try to observe the following aspects of your customers:

  • posture
  • arm and leg position
  • facial expression
  • eye contact
  • breathing
  • gestures
  • voice quality.

For example, watching a customer’s eyes will help you to spot when he or she starts to look at a clock on a wall or a watch on their wrist. If this is the case it may be that he or she is running out of time - so you should wrap up quickly! Or someone with their arms crossed and a cold expression on their face might be feeling defensive because they feel that your questions are a little intrusive.

Once you get used to observing customers’ body language, you can start to match their body language as well. Matching body language is all part of the subtle ways in which people develop a rapport with each other. Luckily for you, it’s a skill that can be learnt:

Start by watching people and learn to recognize natural rapport when you see others getting on well with each other.

  •  You will often notice that they are both sat in similar positions, or have their legs or arms crossed at the same time.

They might smile, nod, shake their heads, or frown at the same time too.

You can learn to match too. For example, when a customer smiles, learn to mirror their expression back. Matching body language will help you to demonstrate appropriateness with a customer’s situation. For example, if a customer is telling you about a difficult problem that she is struggling with in her business, make sure that your body, face and tone of voice show concern for her situation too.