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What is nonverbal communication? Well, if we look at how human beings communicate, we can break it down into three different components. The first is verbal, and this is simply the words we use. This includes spoken, as well as written words. The second component is what is known as paralinguistics. This simply means how we say those words, and it includes intonation, modulation, and inflection. And finally, we have our body language, which includes our posture, gestures, and facial expressions. So when we are talking about nonverbal communication, we are talking about paralinguistics and our body language.
Several different studies have been done to try to understand how important our nonverbal communication is. The problem is they all have approached this question from different perspectives, so it is hard to put an exact number on what percentage of our communication is nonverbal, but it is safe to say that between 60 and 80 percent of human communication is nonverbal.
Most new salespeople spend a great deal of time learning what to say during a sales presentation. However, if so much of human communication is nonverbal, you would be doing yourself and your business a huge disservice if you don’t learn at least some basic nonverbal secrets. If you implement these three nonverbal strategies in your client interactions, you soon will see yourself closing more deals.
1. Where the mind goes, the energy flows
This one sounds like something you might hear at a yoga retreat, but bear with me. I think we all can agree that we feel different when we are sitting down visiting with a good friend versus standing in front of a room full of strangers giving a presentation.
When we are meeting with a friend, we are calm and relaxed. We are happy to be there, and that is the energy that our friends pick up on. Think about this: Have you ever had a bad day and went out to meet friends or came home to your spouse and the first thing they say is, “What’s wrong, you look like something is bothering you?” They picked up on your energy and were reading your body language. Maybe it was just in the tone of your voice when you said, “Hello.” In any case, the energy you were putting out was being picked up through your nonverbal cues.
So what’s the nonverbal advantage? If you are meeting with a new potential client and you are feeling nervous, simply act as if you are about to meet with a friend. Spend five minutes in a quiet place and just visualize or imagine that you are about to sit down and have a cup of coffee with a friend and help him or her sort out some problems. How would that feel? What would it look like? By doing this for just five minutes right before your client meeting, you will create an energy of calm, cool confidence in yourself that the client will pick up on. This will create a feeling of trust within the client and help those first few important moments of the client interaction go smoothly.
2. Get the handshake right
One of the first things we do when we meet someone is shake hands. I read a statistic that said one handshake is equal to three hours of face-to-face time. That’s how much information is exchanged at a subconscious level during that brief interaction. Because of this, it’s important to get it right.
So be sure to reach out with your right hand with your thumb pointed up to the sky, apply the same amount of pressure you receive, give three or four pumps and then end the handshake. By following these steps, you can be assured the handshake you offer will communicate that you are confident without being overbearing and that you and your client are equal partners in whatever business is about to transpire.
3. Engage the client
One of the biggest mistakes salespeople make is rushing to get to their sales pitch. The days of always be closing are gone. It’s so easy for people to shop around today and people don’t want to feel like they are being sold to—it leaves a bad taste in their mouth and they aren’t likely to do business with you again in the future.
Instead, spend some time and build a relationship. The best way to do that is to get people to open up and talk. Yes or no questions will kill a conversation quickly, and asking too many questions back to back feels like an interrogation. So the best thing to do is ask open-ended questions. Open-ended question tend to start with words such as how, what, and why.
But isn’t that a verbal technique? Yes, it is. The nonverbal technique comes after the question. Once you ask the question, listen with sincerity. Leaning in shows you are engaged. Tilting your head slightly to the side shows empathy. Smiling with genuine interest will show a person you are listening. And finally, when you like where the conversation is going, simply use what is known as the triple nod. By simply nodding three times, you are telling the other person, “I like what I’m hearing, tell me more.”
Put It Into Practice
This is just the beginning, but it is a great beginning. By implementing these simple techniques, you are starting to think in a more client-centered way. When you are truly concerned with building a relationship with your clients and finding out their needs and wants, they will want to do business with you, and they are far more likely to refer you to their friends and family—and referrals are the lifeblood of any business.
Jack Hirsh is a speaker, behavioral expert, and author of the books, “Planting the Seeds of Change: Growing Health, Wealth, and Happiness from the Inside Out” and “See More, Sell More: Decoding Body Language for Increased Sales.” His career is guided by two important beliefs. The first is that each of us is stronger and more resilient than we know. The second is that people tend to learn faster, and hold onto the knowledge they have gained, when they are having fun and getting tips they can use right away. For more information, visit: www.jackhirsh.com or email info@jackhirsh.com