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
COLLARED BLOUSE OR DRESSY SHELL BLOUSES MUST BE TUCKED IN
DO’S OR DON’T?
DO’S
LOW-CUT SEE SEE THROUGH MIDRIFF BARING
DO’S OR DON’T?
DON’T
STOCKINGS, MATCHING YOUR SKIN TONE
DO’S OR DON’T?
DO’S
BARE LEGS AND / OR FEET PATTERNED STOCKINGS OPAQUE STOCKING
DO’S OR DON’T?
DON’T
NEAT AWAY FROW YOUR FACE
DO’S OR DON’T?
DO’S
IN YOUR FACE AND/ OR MESST COLORING OTHER THAN NORMAL COLORING
(PURPLE STREAKS, PLEASE)
DO’S OR DON’T?
FRESH, NATURAL LOOKING LIGHTER, NATURAL SHADES FOR LIPSTICK AND NAILS
DO’S OR DON’T?
DO’S
BRIGHT OR DARK COLORS
HEAVY EYE MAKE UP
DO’S OR DON’T?
DON’T
JEWELRY (SIMPLE AND PLAIN)
DO’S OR DON’T?
DO’S
JEWELRY ARE SPARKLY, EVENING JEWELRY NOSE RINGS. OTHER VISIBLE RING/STUD
DO’S OR DON’T?
DON’T
TATTHOOS ARE NOT SHOWING
DO’S OR DON’T?
DO’S
TATTOOS THAR VISIBLE ON FACIAL, NECK, HAND, OR WRIST TATTOOS
DO’S OR DON’T?
DON’T
FOR MEN:
SUIT: BLAZERS AND PANTS MADE OUT OF THE SAME
BLACK OR NAVY PREFERRED
DO’S OR DON’T?
DO’S
FOR MEN SUIT:
MISSING THE JACKET MATERIAL
DO’S OR DON’T?
DON’T
FOR MEN: (SHIRT)
WHITE OR LIGHT COLORED NEATLY PRESSED MUST BE TUCKED IN
DO’S OR DON’T?
DO’S
FOR MEN: SHIRT
DARK SHIRT WITH LIGHT TIE
DARK SHIRT WITH DARK TIIE
DO’S OR DON’T?
DON’T
FOR MEN: TIE
CONSERVATIVE
DO’S OR DON’T?
DO’S
FOR MEN: TIE
CARTOON OR OTHERWISE COMICAL TIES, MISSING THE WHITE TIE
DO’S OR DON’T?
DON’T
FOR MEN: SHOES
BLACK OR BROWN
DO’S OR DON’T?
DO’S
FOR MEN: SHOES
TENNIS SHOES
HIKING SHOES/ BOOTS
DO’S OR DON’T?
DON’T
FOR MEN: JEWELRY
WATCH
TIE TACK OR CHAIN
DO’S OR DON’T?
DO’S
FOR MEN: JEWELRY
EAR STUDS
NOSE RINGS
OTHER VISIBLE RING/STUD
DO’S OR DON’T?
DON’T
FOR MEN: TATTOOS
NOTHING SHOWING
DO’S OR DON’T?
DO’S
FOR MEN: TATTOOS
VISIBLE IN FACIAL, NECK, HAND, OR WRIST TATTOOS
DO’S OR DON’T?
DON’T
“The most important thing in communication is hearing
what isn’t said”
- Peter F. Ducker