What are Nonverbals and How Do They Impact Your Buyers Objections?
Salesperson: So, what do you think? Should I ring it up?
Buyer: Yeah, I’m just not sure. I think it’s a little pricey.
Salesperson: (eye roll)
Buyer: I mean, I’m sure it’s worth the price, but it’s just a bit beyond what we were thinking of spending.
Salesperson: (audible sigh and a second eye roll thrown in for good measure)
Buyer: Um….
Salesperson: (shoulder shrug and throws up hands in exasperation) Well, it’s up to you…It is absolutely worth the price for what you’re getting. It’s our best seller. Let me know what you decide.
Buyer: (walking away) I’ll be sure to do that. [read: what a jerk!]
The Impact of Nonverbals on Buyers’ Objections
Buyer objections are a challenge. They sometimes make salespeople feel antsy, panicky, defensive or even annoyed.
And when the salesperson experiences any of these negative emotions it often shows up in their nonverbals – shoulder slump, head drop, eye rolls, audible sighs, throwing up their hands, etc.
Here’s the big problem, buyers pick up on these (sometimes not so subtle) cues and either become: 1) defensive 2) annoyed or 3) convinced they are right about their concerns as the salesperson clearly shares their reservations.
When any of these nonverbals are in play we find ourselves in a losing battle. Everyone becomes defensive and questions the intentions of the other. Not good!
Creating Positive Nonverbals Through Positive Language
It’s crucial to train yourself to have both a planned verbal and nonverbal response when you encounter a buyer’s objections. Having a planned response keeps you out of a reactive mode and promotes a positive tone in the situation.
I have found a highly effective and useful tactic to avoid unfavorable nonverbal reactions to a buyer’s objections.
Train yourself to say something positive after a buyer delivers an objection.
Your positive response keeps you in a positive mindset and your nonverbals will tend to follow.
Example:
Salesperson: So, what do you think? Should I ring it up?
Buyer: Yeah, I’m just not sure. I think it’s a little pricey.
Salesperson: Got it. Thanks for sharing your concern with me. (smiling and nodding). Mind if I ask what concerns you about the price? (calm face, caring inquisitive look).
Buyer: (relieved) Yes, what I’m really struggling with is…
The buyer in front of you always wants to buy. They just want the salesperson to make it feel right for them, to make it okay. Maybe even get a little excited for them.
Any real buyer is going to have objections. Objections are a normal, healthy part of the sales process. It’s how a salesperson reacts non-verbally when faced with objections that changes the direction of the transaction.
Remember… Positive nonverbals get positive results!
