Verbal and non-verbal language are two tools that can help you close deals.
“There are no second chances for first impressions,” said the writer Oscar Wilde. And he wasn't wrong. When we walk into a store, use a service, or receive a call, we form an almost “unconscious” perception of the service we receive.
In the business world, this idea holds truer than ever, since it can mark the start of a trust-based, loyal relationship that lasts over time. It's not uncommon to remember that call to a service provider that leaves us waiting for long minutes to the sound of endless music, only for us to finally get the classic answer: we can't fix this over the phone, you need to come to our offices.That impression will clearly define the company forever, not just for this customer, but also for the friends the customer tells about what happened.
A study by the universities of Glasgow (Scotland) and Princeton (USA) showed that a simple greeting can be enough to draw conclusions about the personality type of the person speaking; and if we remember that a company's most important asset is people, then we have a powerful combination.
If what you're after is to “win over” a potential customer and turn them into your best spokesperson, keep these tips in mind, and make that first impression the only one, and the best one.
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A flawless presentation.
Once an employee joins your company, they become its representative. Everything they do or say will be directly linked to your company, and that includes how they present themselves. A clean, well-kept outfit will show an organized company that takes care of its image, and therefore, inspires trust.
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Smile, it costs nothing.
According to research from the Center for Cognitive Neuroscience at Duke University (USA), a sincere smile can help us be remembered, since our neurons want to remember people who have been kind and friendly to us, in case we need to interact with them again in the future.
- Train your staff in courtesy and decision-making. Train your staff to show proactivity, kindness and tolerance, and to be able to make sound decisions for the customer and the organization. Remember that the most successful companies don't need a boss who torments their employees every day, but a leader who shows them the right path to success.
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A comfortable environment boosts productivity.
A workplace that fits the work being done will make your employees more comfortable and encourage greater productivity, almost without them noticing. If your business is open to the public, try some sensory marketing techniques to attract more customers.