Proper greeting should not be overlooked it creates the first impression and sets the tone for the sale. Every customer should be greeted within 30 seconds of entering the store. Even if all the reps are busy at the time a simple “Welcome to XXX, feel free to take a look around and someone will be with you momentarily”. When a rep does fully engage with a customer a smile, handshake, introduction, and friendly comment is the first step. Relating to the customer on some level prior to selling breakdown the typical barriers customers put up.
Only 7% of communication involves actual words, 55% is conveyed through body language, and 38% vocal (pitch, speed, volume, tone). People feel comfortable buying from someone with similar traits, that’s why mirroring is an effective method for interacting with customers. Skilled sales reps easily pick up and adapt to the customers body language emulating the customers visual and vocal patterns.