The face is the first thing you see when you meet someone. Being able to accurately read and respond to a person’s body language and facial expressions will help you relate to customers, sell more products and close business deals.
Harald Fanderl, a sales and marketing expert, said when you put the needs of your customers first, they’ll be more satisfied with – and loyal to – your business in the long run. React appropriately to your customer’s emotions, and you’ll ensure they return as a repeat customer.
So how do your read facial expressions? With emjois, of course! Check out these seven expressions to learn how to engage your customers and generate more sales.
When a person’s lips are slightly turned up, and their eyes are relaxed and gazing, it might mean they’re happy or optimistic, states Kendra Cherry, author of “Understanding Body Language and Facial Expressions.” Chances are, if a person is walking around contently with a slightly smiling face, she’s just browsing. Introduce yourself, provide assistance and explain your services or products if prompted.
Is your customer sweating, blinking a lot or frequently breaking eye contact to look around? If so, he could be distressed, distracted or uncomfortable, Cherry said. Unfamiliar surroundings can intimidate new customers and fuel insecurities, which leads to stress and hampers decision-making. Make your customers feel welcome at your shop. Use simple terms when explaining products or services, and provide specific recommendations to earn their trust – and their business.
When a person yawns, avoids eye contact or isn’t listening when you talk to them, they’re likely bored or disinterested. When you notice these facial expressions, take the hint and give the person some space. As Experience.com points out, it’s important to realize people buy when they’re ready to buy, not when you’re ready to sell.
Try not to hover. Instead, after you’ve introduced yourself and relayed the necessary information, give your customers an out. Simply say, “Take your time, look around, and let me know if you have any questions.” Then, tell them where they can find you. “I’ll be in aisle two if you need anything.” Allow them to shop and explore independently. They’ll appreciate their freedom and your kindness, which might result in a sale or two.
When customers furrow their brow, scrunch their nose or touch their face, it might be a sign of confusion or an indication that they are stuck in thought. The customer might be thinking, “What does this product do?” Or “Should I buy this?” When you see these expressions, swoop in and offer help. Ask if they have questions or if they want to test the product in your range. If they’re debating a purchase, explain the product’s benefits or suggest alternate products that better suit their goals.
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If your customer’s eyebrows are lowered and drawn together, or vertical lines appear between their brows, they could be angry, according to The Guide to Reading Microexpressions. The author also said angry customers might firmly press their lips together and dilate or flare their nostrils. It’s probably obvious, but if this happens, remedy the situation. Ask what's wrong, apologize to the customer and provide a solution. Don’t get defensive. Focus on the solution and provide good customer service.
A genuine smile typically includes raised cheeks, exposed teeth, crow’s feet near the eyes, and a wrinkle that runs from the outer nose to the outer lip. According to The Guide to Reading Microexpressions, those signs indicate true happiness. When customers are happy with their product, experience or service, thank them for stopping and invite them back. Encourage them to subscribe to your email list to stay informed, receive sale notifications or learn about upcoming events.
Does your customer have big eyes and an unhinged jaw? If so, she is experiencing the “wow” factor. The Wow Factor in Business often “relates to exceptional customer service in which an employee gives the customer more than he expected or something he did not expect at all.” If you notice this facial expression, take advantage of the moment and ask for a referral. According to Hubspot Inc., after a positive experience, 83 percent of customers would be happy to provide a referral. But because salespeople aren’t asking, only 29 percent of customers end up giving a referral. Create a referral program to get your customers talking.
By accurately interpreting your customers’ facial expressions, you can better communicate with them to ensure positive experiences and generate more sales.