July 20, 2023 – Repertoire recently sat down with Brown to discuss how body language and fraud detection can be used in a sales environment to better understand the needs and wants of the customer.
For Brown, using body language in a sales meeting with a client is not about creating ‘gotcha moments’, but more about knowing how to better drive the conversation with better questions that address the needs of the buyer. She said, “Are they happy with the proposal? Are you really the last person they’re talking to? Is that the best price they can do? Is it really their decision? Will they call you back? All of these things are what you need to know.”
By using strategic body language, sales reps can use the available information for what Brown calls ‘unconscious persuasion’. People are more likely to make a purchase from someone they know and trust, which gives the sales rep the opportunity to leverage that relationship into a purchase. Matching and mirroring the other person’s body language will help to facilitate an environment that will make the customer or prospect more comfortable.
This is a fairly typical sales technique, but it takes practice to get it right. You are working to unconsciously get on their page and, if done correctly, it can bring them over to your page, where you can come to an agreement more easily.
Brown said, “When you engage in the conversation by mirroring their movements, their tone and their words, you are creating behavioral flexibility. Most of us hope that our message gets across through what we say and do as it’s intended, but there’s a huge risk that you could be missing other people without knowing it.”
When sales reps can get strategic and intentional about using body language and being flexible in their communication, it’s much easier to turn the tide and win the sale.