Recently I walked into a store where the sales people rely on commission. The saleswoman walked up to me slowly with very little enthusiasm. In a very flat tone she asked me if she could help me, I replied yes and I explained to her what I needed help with. As I spoke to her, she was slouching and had her arms crossed with her head titled to the side. There was no nodding to confirm that she understood my message. She then proceeded to give me incorrect information about a product and as she told me she rolled her eyes and maintained the same body posture. When I asked more questions about the products to seek clarification, she was very condescending towards me. At that moment someone had called her over for a check-out, she walked away without excusing herself from our conversation.
After she walked away, I left the store. I personally did want to give someone who I perceived as rude a commission. Her nonverbal communication cost herself and the store money. The sales woman may not have been intentionally trying to appear rude, however her body language said otherwise. It is important for a sales person to have an open body posture and direct eye contact to show they are receptive to listening to a customer. Vocalics are also critical, sounding flat with little enthusiasm can be discouraging to a customer and it may seem that the salesperson does not want to help them. Most importantly, a salesperson should smile. Smiling is a universal expression for happiness and a smile makes a customer feel welcomed and at ease.
After she walked away, I left the store. I personally did want to give someone who I perceived as rude a commission. Her nonverbal communication cost herself and the store money. The sales woman may not have been intentionally trying to appear rude, however her body language said otherwise. It is important for a sales person to have an open body posture and direct eye contact to show they are receptive to listening to a customer. Vocalics are also critical, sounding flat with little enthusiasm can be discouraging to a customer and it may seem that the salesperson does not want to help them. Most importantly, a salesperson should smile. Smiling is a universal expression for happiness and a smile makes a customer feel welcomed and at ease.