welcome to retail training class 5 1. what we will learn today body language of an rsa what is body...
TRANSCRIPT
1
Welcome to retail training
Class 5
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What we will learn today
Body Language of an RSA
• What is body language?
• How body language can help you
• Different ‘signals’ from body language
• How to control and change your body language : tips
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What is body language?
• The way you stand (posture)• The way you use your hands
(gestures)• Expressions• Eye movements• Everything else except
speaking• Habits we are not aware of
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What is body language?
• Body language is what we say WITHOUT speaking
• We communicate through our body language, as much as we do through speaking
• People ‘read’ body language and form impressions (aggressive, bored, tired etc.)
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Body language is created by
• Eyes
• Face
• Shoulders
• Position of hands
• Style of standing
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Read the body language
• Video for body language
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You can change your body language..
.
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How body language can help you
1. You will send out a positive impression
• You can correct wrong body
language
• You can be at your best always
• You can send out the right
impression of yourself
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How body language can help you
2. You will be a better RSA
• Customers will want to approach you
• You will be confident
• You will increase your chances to sell
• You will understand other people’s
body language (customers,
colleagues, boss)
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How body language can help you
Which Car RSA would you approach?
.
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Summary
• Body language is what we communicate without speaking
• It is created by our face, facial expressions, hands, legs and
overall posture and way of standing
• People are always reading our body language and forming
impressions about us.
• By understanding body language, you can correct it and
create good impression about yourself.
• Good body language will make you confident, and help you
sell. Customers will also feel like approaching you.
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Revision
• Tell me in one line what is body language?
• Which parts of the body express body language?
• How can body language help you?
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Negative signals from body language
• Bored and not interested
• Aggressive
• Stressed out
• Under confident
• Defensive
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Remember, Body language is created by
• Eyes
• Face
• Shoulders
• Position of hands
• Style of standing
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Read the body language
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Read the body language
BoredNot interested in serving meThinking of something else
Just wanting to go home
Head in hands
Looking away , somewhere elseFrown
Not smiling
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Signs of being bored
Yawning or falling asleep at work
Looking away from people, not making
eye contact Dreaming
No expression No smile
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Read the body language
.
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Read the body language
Hot temperedProud, thinks too much of himself
Not a helpful kind of personSeems very rude and unfriendly
Hands on hips
Serious, no smile
Staring
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Signs of being aggressive
Crossing arms over chest shows
aggression. So is the way you stand
Eyes show anger, unfriendliness,
irritation
Hands show aggression
(Pointing a finger, on hips etc.)
.
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Read the body language
.
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Read the body language
In too much pressureUpset
Can’t handle workCannot help me
Not listening
Refusing to make eye contact, or listen
Facial expression about to cry
Hands holding head
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Signs of being stressed
Physical gestures like biting nails, chewing lips or making faces
Eyes do not focus on person when talking. Not paying attention
Hands reveal stress – holding head, wiping
forehead etc.
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Read the body language
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Too young and inexperiencedBoyish, not adult
Not very confident and knowledgeableMaybe a trainee
Should speak to someone senior
Read the body language
Hands in back pocket like a school kid
Smiling but facial expression is saying ‘sorry’
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Signs of being under confident
Physical gestures like biting nails, chewing lips or making facesActing shy
Straightening tie, hair or clothes all the
time. Makes you look nervous and unsure of your appearance
Looking confused, not making eye
contact
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Read the body language
.
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Read the body language
Smiling but arms crossed on chestVery defensive posture
ClosedNegative person
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Read the body language
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Negative Signals : A summary
AGGRESSIVE
Hot tempered
Arrogant
Seems very rude
STRESSED
Can’t handle the work
Upset
Not listening
BORED
Not interested in
work
UNDERCONFIDENT
Inexperienced
Kiddish
Not knowledgeable
DEFENSIVE
Closed
Negative
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Tips for good body language
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1. Eye Contact
• Always maintain eye contact while talking but do not stare
• If you keep shifting your eyes and looking away, it shows you cannot be trusted
• Your eyes show your interest in the other person
• Customers will talk and connect easily with you when you make and maintain friendly eye contact
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2. Smile
• Your smile should be genuine
• When you fake it, people can guess
• Smile when greeting or thanking the customer
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3. Hands joined in front
• Join your hands in front of you when not doing anything
• This prevents you from making unwanted gestures
• It makes you look calm, disciplined and ready to serve
• Do not cross your hands on your chest, it looks defensive
√
X
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4. Control your habitual gestures
• Check your habitual gestures (frowning, constantly checking your appearance etc.)
• Stop doing them, today• People notice you, even when
you think no one is watching
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5. Stand or sit upright
• Be aware to maintain a good
posture all day
• Never slouch, lean or sit with
legs up at work
• A straight posture shows you
are alert, fresh and professional
• Erect shoulders show
confidence and smartness
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Summary : Tips for good body language
• Maintain eye contact always, it helps you to connect better with people
• Have a real smile on your face when talking to, or greeting the customer
• Keep your hands joined in front of you when not doing anything• Consciously control bad habits like biting your nails or making
faces• Stand or sit always in an upright position, to look and feel smart,
fresh and professional
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Howzzzat – Be the umpire!
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Howzzat?
.
A
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Howzzat?
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B
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Howzzat?
C
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Howwzat?
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D
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Howzzat?
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E
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Howzzat?
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F
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Howzzat?
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G
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Thank you