Do you ever come across consumers, who are tough to read? So difficult that your interactions with them turn into somewhat of a poker game? Believe if or not, detection of nonverbals in poker can often be applied to business situations. If you're in negotiations with an individual, take a step back and observe nonverbal cues-- they speak volumes. In fact, if a consumer's words don't match up with their body language; experts believe that nonverbal language typically trumps anything a consumer might say. Here are some tips to help you better understand what a quiet consumer may really be thinking:
Distance
"Don't stand so close to me." I'm sure you've felt that way at one point in time or another. And when stuck in these situations, your first instinct is to somehow get distance between you and the other person. So don't miss this elementary cue when talking with a client. Sometimes individuals will place barriers between themselves and the person to which they're speaking. Watch to see if individuals holding bags or purses shift their luggage to form a barrier. If this happens, then back off and give the consumer space. This nonverbal cue is fairly accurate, but not definite. Culture has a great deal to do with personal space, and you may see that those in the western world push for more conversational distance than individuals from other parts of the world.
A Hand under the Chin
When you see a consumer place a hand under his or her chin, this signals that the individual is coming to a consensus. Don't sell yourself too much during this process. Let the consumer think through any offers, but have something prepared if they choose to decline.
Watch the Eyes
People often say that eyes are a window to the soul. Keep this in mind during conversations. Dilated pupils often indicate that a person is interested in the conversation or proposition. Just understand that lighting, alcohol consumption and other factors can also cause eyes to become dilated.
When asked a question, does the individual look to the right or the left? If you find that they're looking to the right, it's likely that they are recalling something from memory. But if they look to the left to search for the words to say, they're likely fabricating a statement. Experts have found that when daydreaming, individuals typically gaze to the left as well.
Inconsistent eye contact or intense eye contact (to compensate for insecurity) can sometimes signify that an individual is lying. If a verbal statement seems less than accurate, take the time to look for these clues.
Arm Positioning
This may seem like one of the more obvious nonverbal cues, but crossed arms can sometimes indicate that an individual isn't open to what you're saying. If arms are behind the head or positioned on the neck, the individual is receptive to the conversation and may actually have something to add. Hands in pockets also convey interest and an overall relaxed state.
If you find yourself in one of these poker-like situations, take the time to note these important body language cues. This can help you better understand the consumer, and meet their needs before, during and after the real estate transaction.
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