Body Language

As a wireless retailer, you obviously train your staff on the devices and plans you offer. Salespeople are scripted on what to say in any in-store scenario.

But what about what they don't say?

Retail Minded's Nicole Reyhle recently wrote a blog post about the importance of salespeople's body language and non-verbal communication.

"We've all heard the expression 'She looks like a (fill in the blank here)' and in the case of retail, you want that blank only to pertain to positive attributes," she writes. "If it’s not, it’s time to do some role playing to help strengthen the 'appearance' of your actions."

These tips are a good refresher for any staff serving customers face-to-face.

Reyhle offers the following three tips:

  1. Stand Openly. "Get out from behind your cash wrap or desk, avoid crossing your arms or leaning on something, and stand up straight and tall."
  2. Use Positive Facial Expressions. Smiling and nodding in agreement go a long way in terms of establishing rapport and trust. They also help to reinforce the customer's conclusions when trying to choose a product or service.
  3. Avoid Dominant Gestures. "Anything too extreme in your body language can scare a customer off," she writes. Respect the customer's personal space. Let the customer finish speaking before you interject, to not appear rushed or scripted. And avoid staring. The key is to make the customer feel at ease.

While these may seem like common sense, a lot of people's natural body language is subconscious. They may not realize the way they stand inside the store is actually uninviting, or that they tend to scowl when bored, etc.

If anything, tips like these are a good refresher for any staff serving customers face-to-face. It's good to be aware that their non-verbal cues might be conveying mixed signals.