Non Verbal

The Influence of Body Language (55%)

“The Self Aware Principle – Self-awareness is one of the most difficult traits to develop. People are often unaware of who they really are. That is unfortunate, since when you know yourself and you have become comfortable with the person you actually are, you can be more relaxed with other people. Self-image determines how you relate. Being best friends with someone else is difficult if you are not best friends with yourself. Poor self-awareness can be the greatest obstacle to forming relationships, often IT’S because people have idealized expectations about how friendships should work. When events fail to meet those unrealistic goals, their expectations are dashed and problems result. The solution: reassess yourself and change the perceptions that provoke problems.

Body Language

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Body language is perhaps the most significant factor in communication, as it accounts for 55% of the message you convey. This includes facial expressions, posture, and gestures. Make sure to maintain eye contact, smile, and stand up straight when interacting with customers. These positive body language cues will make you appear confident, attentive, and engaged in the conversation. Also, pay attention to your customer's body language. If they're crossing their arms or avoiding eye contact, they may be feeling uncomfortable or defensive.

Science proves that people assess others in seconds based on a “thin slice of behavior.” Moreover, this initial assessment is uncannily accurate.

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“Body language acts on the subconscious mind, exerting a powerful influence on how.....a customer will think, act, and react to you...without ever being aware of exactly what is producing those reactions” – David Lewis, The Secret Language of Success

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At the subconscious level, body language powerfully influences your first impression on the customer. The following areas will help you master the tool of “silent speech” found in body language, thus controlling 55% of the message for which body language is responsible.

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The relevant aspects of body language and pest control sales are: Dressing the Part, Using Space Zones, Position, Eye Contact, Illustrators, Mirroring, and Physical Contact. 

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Where you stand in relation to a customer should never be left to chance. You should angle your body so that you are not standing square to the customer like a soldier at attention with your feet solidly planted; this is a confrontational position. Instead, turn your body to the side and put one foot behind the other in a relaxed manner. You can even turn your body completely to one side and look at them with your chin directly over your shoulder. This position will make it more natural for you to point at the other homes on the street that will be serviced. Stand, when possible, at an angle that will show the customers the logo on your shirt; this gives you a great deal of credibility. Scripting your position is very effective during your pre-impression. However, after you have started your initial approach feel free to move around. 

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Mirroring

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Mirroring is reflecting the actions and illustrators of the customer. This involves copying the other person’s posture. If their arms are folded, yours should be as well. When they lean back, so should you. By deliberately mirroring another’s body language, you greatly increase em- pathy. When used correctly, mirroring is one of the most rapid and reliable means of develop- ing rapport and winning another’s confidence.

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Mirroring goes both ways. When you are mirroring a customer, it communicates that you approve and acknowledge them and they will begin to mirror you. For example, try nodding your head when you talk to a friend. What happens? Subconsciously, they will start to nod their head as well. It works with customers this same way. Mirror the customer at the door, then start to use some illustrators like nodding your head to lead the customer into the response you desire. If you want them to agree, nod your head slightly while asking the question. The use and understanding of mirroring will improve your ability to communicate a positive impression and give you more control in the conversation. 

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Eye Contact 

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In your initial door approach make your eye contact deliberate, but also brief holding the gaze for about three seconds. More than three seconds can generate a negative impression. You want to use your eyes to communicate that you are straightforward and honest.

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Fake smiles don’t involve the eyes and recipients instinctively understand if a smile is real or counterfeit. The best sales reps find ways to stay happy and optimistic throughout the day. People can tell if you are faking happiness. Plus, pretending to be happy is much more exhausting than just being happy.

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Posture

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Posture should always be deliberate and intentional. Reps will often put one foot on a step and one below, or lean on a column in the front entryway. However, they maintain a posture of confidence with shoulders back, not hunched over. If you walk around with shoulders down and hunched over, it will display a level of insecurity and fear. Alway walk with a purpose and head held high to maintain proper posture.

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Facial Expressions

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Facial expressions are configurations of different micromotor (small muscle) movements in the face that are used to convey our message to customers and elicit an emotional response. 

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It is effective to raise eyebrows in the right moments of the pitch to display happiness or surprise. It is encouraged to practice your pitch in front of a mirror so you can realize what facial expressions you use during the pitch. We most often use our eyebrows and forehead to display expressions. 

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Spacing

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See proxemics in Day 2 - Pre Impression of the Setter Foundation for details

Positioning: 

Where and how you position yourself is also an important part of a door approach. Make sure you angle your body where you are not standing square to your customer, like a soldier would. This is a confrontational position. Instead, turn your body to the side and put one foot behind the other and relax. Using this position will make it easier for you to point to other homes that are getting the product from you. Also stand to the side where the customer can easily see your logo on your shirt. This will establish more credibility. After your initial door approach in this position, feel free to move around. Face the open space of the entryway, not the wall. four seconds can give your customer a negative impression of you. Use your eyes to communicate to the customer that you are honest and straightforward. Will start to nod their head as well. 

Other Helpful Tips: When you want to get closer to the customer, show a visual aid to the customer. This will get the customer’s attention and build his or her trust in you. Also if your customer has his or her arms folded, it means their mind is closed to what you are saying (asking). To overcome this obstacle give them something they can hold, like a slick, to get arms unfolded. This will unfold their mind as well. Use a click-pen to help regain the customer’s attention when they get distracted.  

Things to Avoid: Take off your jewelry. Be clean. Shave. Don’t chew gum or wear sunglasses. Act your part. Also avoid any nervous movements such as shifty eyes, shuffling your feet around, talking loudly, and being timid. 

Doing this will be sure to lose customers' attention. If you talk too fast the customer will think you are just another salesman coming to their door. Remember: someone who has confidence in his or her message has no need in talking loud or fast.Your pace should be that of a regular low-key conversation. This will give you more credibility in your customer’s eyes. Sometimes when reps get nervous, they will start speaking faster. Avoid this at all times. Concentrate on speaking softer and slowing down when you speak. 

Tuning In: Tune in to your customers communication channel. This means, if your customer comes to the door and speaks in a whispering voice, you need to whisper right back to them. If the customer comes to the door with a loud voice, be loud back to them (unless they are speaking through a door, then you’ll want to be quiet to beckon them to come outside and listen). This technique will do wonders for you in other aspects of relationships.

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