Body language is a kind of nonverbal communication, where thoughts, intentions, or feelings are expressed by physical behaviors, such as facial expressions, body posture, gestures, eye movement, touch and the use of space. This is a skill you as a Ambassador need to master.
Communication can be divided into to categories: verbal and non verbal.
Non-verbal communication is the communication between people without the use of spoken language. It gives a deeper meaning and intention to your words. In fact, the biggest part of our communication is nonverbal. This is often referred to as body language.
Non-verbal communication consists of facial expressions, tone of voice, movement, appearance, eye contact, gestures and posture. This document focuses on the basics of non-verbal communication: eye contact, smiling and body language.
Always be aware of your non-verbal communication, even when you are not interacting with a customer. You might not always be able to see the customer but they could have already spotted you.
Let your body speak and find out what’s your natural way in coming across as being relaxed, interested and confident at the same time. The following tips will make this a lot easier.
Keep eye contact with your customer. Eye contact is a sign of focused attention. It is an instinctive way of showing interest in the other person.
Tip: Noticing customers by making eye contact has a beneficial side effect; it is the number-one discouragement to theft in retail stores.
By smiling you are more approachable for your customers. Make sure to give them a genuine smile like you are recognizing an old friend.
- No closed posture; uncross your arms and legs and direct your body towards the customer.
- No barriers; Do not hide behind store furniture or your colleagues.
- No static posture; Make sure you move naturally.
- No fidgeting; be aware of those extra movements like touching your face, rubbing your eyes, adjusting your glasses, etc