I recently sat down with one of my managers and talked about how nonverbal communications affects business to get a little more insight from a managers point of view. Here are some snippets from our conversation.
Attractive Movement
Me: You never like sales associates to stand around, I know there is always something for them to do, but is there a reason behind this that has to do with customer relations?
Manager: Absolutely! It's more attractive to the customer to be in a store where the associates are engaging in attractive movement. Something like folding shirts, finger spacing, straightening things. Little actions like this are great for them to see because they know you can be approached, but aren't too busy.
Body Language
Me: How can we read body language of a customer to determine if they are ready to shop or not?
Manager: Usually, customers who are ready to shop come in and go straight for a certain section or a sales associate, they are also looking around and not just down at items, they are touching products, checking sizes and prices, and are more likely to engage in verbal contact with an associate.
Me: What about body language when they aren't ready to shop?
Manager: If someone is coming in to browse they typically will not look up and around the store, won't engage in communication as much, and don't touch the product nearly as much.
Me: Would you say nonverbal communication is important to retail?
Manager: Without a doubt! It can help you connect with a customer more genuinely and it can help convey your thoughts about a product in a way that makes you trust them. It can also show that you care about their shopping experience. But, on the other side nonverbal communication can also easily give away if you aren't interested in helping or don't care about a customer.
Attractive Movement
Me: You never like sales associates to stand around, I know there is always something for them to do, but is there a reason behind this that has to do with customer relations?
Manager: Absolutely! It's more attractive to the customer to be in a store where the associates are engaging in attractive movement. Something like folding shirts, finger spacing, straightening things. Little actions like this are great for them to see because they know you can be approached, but aren't too busy.
Body Language
Me: How can we read body language of a customer to determine if they are ready to shop or not?
Manager: Usually, customers who are ready to shop come in and go straight for a certain section or a sales associate, they are also looking around and not just down at items, they are touching products, checking sizes and prices, and are more likely to engage in verbal contact with an associate.
Me: What about body language when they aren't ready to shop?
Manager: If someone is coming in to browse they typically will not look up and around the store, won't engage in communication as much, and don't touch the product nearly as much.
Me: Would you say nonverbal communication is important to retail?
Manager: Without a doubt! It can help you connect with a customer more genuinely and it can help convey your thoughts about a product in a way that makes you trust them. It can also show that you care about their shopping experience. But, on the other side nonverbal communication can also easily give away if you aren't interested in helping or don't care about a customer.