LEADERS
DIGEST
Tapping Into Body Language BY DR CAROL KINSEY GOMAN
Reading Your Customers’ Non-Verbal Cues A customer-centric culture is not just about offering good service. It’s a way of dealing with customers that creates an engaging and positive overall experience in order to drive repeat business, customer loyalty and profits. Whether your organisation is in healthcare or high tech, whether it is selling merchandise or marketing, the success of its customer-centricity depends on salespeople building positive and powerful relationships. That’s where body language comes in.
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Issue 37 I March 2020
Reading between the lines You and your customers are having two distinct conversations, and only one of them is verbal. In my programme, Body Language for Salespeople, I show the audience how to analyse the ‘second conversation’ by reading the non-verbal cues that signal how their customers are really feeling. Let’s say you have just presented two written options to a potential client and you notice that your prospect’s gaze lingers longer on one than on the other.
