Buying Signals
(Part Two: On the Secrets of Customer Body Language)
By Chris Croner, Ph.D., Clinical Psychology

Article Date: August 21, 2006

Last week we talked about warning signals people send when they are not buying our message.  Here are the opposite signals... signs people use that indicate we are on the right track.

1. Mirroring:  The customer is mimicking your posture.  This is a subconscious signal we send that lets others know we like them.  For example, if you are sitting with an open posture, and your customer unfolds his/her arms and relaxes also, (s)he is likely agreeing with you.

2.  Nodding:  A simple, but powerful signal.  When the customer is nodding, (s)he is agreeing with you.  Try this:  As you make points about your products, nod at the customer.  If you can get him to nod back 3 to 4 times, especially while he is leaning forward, you are in synch.

3.  Chin Stroking:  When the customer strokes her chin, she is often considering your offer, and deciding whether to buy.  Give her some time to think, and get ready to answer any questions about your product.  At this point, if the customer starts mirroring you, leaning forward, and/or nodding, she is likely positively inclined to buy. 

One word of caution:  These are "indicators," not absolute slam dunks.  Use them as tools to help calibrate your approach, but be sure to cross check with verbal cues as well.

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