The Art of Body Language Darren Marmont In the Media (0) Publication: AutofilePublish Date: 21 July 2015==Wouldn’t it be great if we could all know what customers are really thinking when buying cars? Without knowing it, we already subconsciously react towards someone else’s body language. We do it to the point where our body language often gives away our intentions more than what we actually say. You could even describe it as a universal means of communication. Taking a light-hearted approach, we are no different to animals when it comes to body language.For example, picture in your mind a dog who has stolen some food. When you are telling it off, it will look down towards the ground and away from its body as a signof guilt or shame. It certainly won't want to look you in the eye.You might ask how understanding body language can achieve better selling results.Consider that – on most occasions – buying a car is a big deal and can be a nerve-wrecking experience.Your customer is trying to work out if you are a reputable dealer and whether the vehicle is reliable.This is especially the case for some women and is part of the reason why they often prefer dealing with other women. It's a thing called trust.Being able to look for and identify the body language of a customer walking onto your yard or into your office – and therefore controlling your own body language – may help make it easier to communicate with that prospective buyer.Setting the person at ease by conveying positive body signals will help you to build a rapport quickly – and that trust will earn his or her business and higher margins on products.Customers don't always mean to look and act defensively. It is, however, important to reverse this situation as soon as possible.For example, a typical stance is when a would-be buyer acts defensively by crossing his or her arms with the chin facing down.This pose is closely associated with the body releasing chemicals, such as cortisol, that put it into fight or flight mode whereby people become anxious, nervous and will analyse everything.An easy way to uncross a customer's arms is to look them in the eyes as you introduce yourself, offer them your business card and a safe hand to shake. A glass of water or hot drink is an old favourite that still works.I've always found standing square onto a person to be quite confrontational, especially when it's man to man. I have also noticed that when I've aligned myself with my audience that barriers disappear.And, of course, selling or presenting to your customer while seated at a round table produces better chemistry and body language for completing a sale – it's as if you're both on the same team.Many sales, finance and insurance trainers have taught us that while talking to a customer to nod your head to positively reinforce what you are saying – for example, "yes, this really is a lovely, super-reliable car", and so on.Of course, nodding when your customer is talking tells that person you are listening and you're at least in agreement with him or her.At the end of the day though, when all is said, done and sold, ensure your customers feel awesome and special that they have bought a car from you.Get as many people as sensibly possible from the dealership involved in the deal to be part of your customer's send-off.Off er your buyers a strong handshake and look them in their eyes with a big smile. That will speak more than words can ever say. I will sign off with a favourite quote of mine from author Janet Lane: "Of all the things you wear, your expression is the most important."