BODY LANGUAGE

abhisheksrivastava09@yahoo.com
Senders buyer(s) posture Receiver's (Seller's) How seller should respond
position or signal (non interpretation of that non to that non verbal
verbal communication) verbal communication & communication
meaning

Rubbing hands Enthusiasm and excitement close quickly

Clenched fist Frustration Relax buyer with humour and
emotionally soothing words

Steepled fingers Authoritative superior know Praise flatter and get this
it all buyer off guard before the
real selling starts

Folded arms Defensive gesture Tread cautiously, Do not

attempt to push the buyer at
this stage. Seek to persuade
the buyer and wait till the
arms are unfolded before
proper selling or the
countdown to closing starts.
Looking away Lack of interest Make a rude remark

Both hands behind back Extreme frustration Sympathise with the buyer
with one palm gripping the
other forearm

Both hands in front pockets Dominance Dominance must be tackled

and thumbs sticking out. by destabilizing the buyer by
tactfully showing that you
are in command though you
let them feel that they are
calling the shots.
One or both hands gripping Submissive Direct the buyer honestly to
sleeve with thumbs sticking the benefits of the purchase
out without leading them astray.

Smiling cynically with Ridiculing Confuse the buyer with

fingers closed and thumbs intermittent bouts of
pointing upwards and seriousness and laughter to
backwards and displaying a show that you are not
forwards and backwards affected
movement.
Arms folded with fingers Negative Negativism is a state of mind
tucked in between inner that can only be counteracted
biceps and ribs and thumbs with bags of enthusiasm and
sticking out and pointing motivation.
upwards.
Hand over mouth with thumb Lying or being lied to Give the impression that you
pressed against check are enjoying the lies. Play the
buyers at their game until
they have been won over.

Nose rubbing Lying or being lied to A similar reaction to the

previous example is
recommended.
Limp handshake Milk sop It is due to insecurity or a weak
personality. Play a submissive
role and use open palms to
communicate.
Hand over the mouth Lying the sub conscious mind is Smile and make a joke of the
instructing the body to cover up Issue.
the lie
Eye rub Buyer is either lying or thinks he Force the issue by proceeding
or she is being lied to. It is also with the demonstration or
used when the sender does not presentation.
want to see unpleasant things.

Neck scratch Uncertainty Reassure the buyer with a pat on

the back
Collar pull The buyer possibly feels ill-at- Smile and carry on regardless till
ease and therefore responds by you make the buyer change from
tugging at the collar. negative to positive.

Fingers in mouth and palms under An anxious buyer who needs to Smile, look the buyer straight in
chin. be reassured. the eyes and use confidence
building sales talk.
Palms placed flat under the chin Bored Remain silent and serious until
and the fingers spread open over the buyer express feeling. Then
the cheek deal with those sentiments.
Chin stroking. Buyer is trying to make a Ask for a commitment and
decision. Silence is golden remain silent.
here

Puts pipe fingers or Buyer is stalling to make a Say little, or stay silent
spectacles into mouth in a decision.
closing situation.

Thumb supporting chin Buyer has evaluated the Some unexpressed feeling
with first finger folded message negatively and is are of concern to the buyer.
under lips not interested Try to squeeze them out
tactfully and then offer
reassurance.
The buyer copies your gestures, Thinking alike it is a Capitalize on the situation and get
postures or positions. favourable situation for the down to the main points as soon as
seller. possible. Extol the benefits of the
product, service or idea and close the
sale.

Buyer is positioned at a higher Commanding authority By acknowledging and respecting

level than seller buyers who are big and powerful you
can gain strength and knowledge.
However, remember always that you
are there to make the sale and also
grasp the opportunity to gain some
knowledge if it is available.

Face pointing towards seller but Indicates that the buyer
body pointing in another direction wishes to go in the direction
of the body rather than talk
with the seller.
Buyer speaks to you face to face Communication is taking
and the body points in the same place properly.
direction.
Move with the buyer in the direction
they wish to go but return later with
the buyer to where you want to be
This is an optimum position to be n to
make sales and make friends. Talk like
a maestro and win the buyer like a
sportsperson winning a game.
Buyer communicating with It means that you are not Make a critical comment on
another person with their accepted into the some general issue so that
bodies pointing towards each conversation until the buyers both the buyer and the other
other and a third person (you) and the other persons bodies person get shell shock and
wishes to enter the and faces are pointing jointly want to listen to you.
discussion, but only the towards you. When you have taken control
buyers and other persons, try to case out the other
faces and not their bodies are person from the discussion
turned towards you and concentrate on dealing
with the buyer unless the
other person can influence a
decision in your favour.
Buyer and seller seated on same Full cooperation and a nice, comfortable, selling
side of table and adjacent to each understanding for each other. atmosphere that can be very
other fruitful to both seller and buyer

Buyer scated diagonally opposite Defensive/ competitive This is my favorite position for
seller. most selling situations and the one
I feel most comfortable in take
this position if is the only one you
feel comfortable with
Buyer scated on corner and seller Buyer does not wish to interact Give the buyer something to play
scated on opposite corner with a like a complimentary key
ring or pen, and make it a talking
point to lead into a proper selling
approach.
Buyer seated on a higher chair. Power Status Take control of the situation by
standing and delivering your
presentation. To sit and sell means
an uphill struggle to make the
sale.
Pointing foot in a particular Subconsciously there is interest in Think of fishing where the fish is
direction. what is being offered being tempted by the bait. Wait
till it makes a grab and then start
playing it till you land it.
Buyer and seller seated close to A casual and friendly set up. If the buyers disposition is that of
each other at the corner of a table a friend, by all means make
at right angles to each other friends but make money too.
Smile Happy or false expression Always smile back
Open palms Honesty Ask for commitment
Shoulder shrug Lack of comprehension Educate the buyer with audio
visual aids to suit their level of
comprehension
The tight grip handshake. Acting the tough guy Either squeeze hand & push
forward to show you are equally
tough or pretend buyer has
broken your hand
Open palms and shrugging Honesty but there is doubt. Good sign, use open palms to
shoulders. communicate provide facts to
clear doubt and ask for the
commitment.
Rubbing the back of the neck. A negative sign, buyer is either Be very guarded about what is
lying or frustrated said and how it is said. The
objective must be to get the buyer
to trust you even though they
may be distorted thinkers
themselves.

Rubbing forehead Positive sign signifying openness Use it to produce positive results
Ankles crossed one over the otherTense, nervous and withholding Proble, praise & support till
information or facts. information is gathered, then
selling can start in earnest.