In the process of communicating with customers, sometimes we will find that the views expressed by customers are not our real thoughts. For example, when we recommended a product to a customer, the customer told us "I don't need this product", but later we found that the customer bought a product similar to ours in a store less than 100 meters away, which fully showed that the customer was lying.
Customers lie for many reasons. If salespeople can't see the lies of customers, they can't know the real needs of customers. Salespeople can only spin around on customers' excuses, but can't fundamentally solve customers' problems, thus losing customers. For the customer, the purpose of his lying is nothing more than lowering the price, rejecting the product and increasing the chips that are beneficial to him. At this time, if we can see through the lies of customers in time, it will undoubtedly make communication more efficient.
In fact, customers don't lie without warning. According to scientific research, in the whole process of lying, a person will subconsciously emit nervous energy, and this potential energy will trigger gestures that contradict oral language. So when customers lie to us, they can show it through body language.
When a customer touches his nose quickly, we think the customer's nose may be a little itchy.
When customers scratch their ears, we think their ears may be a little uncomfortable.
When the customer tugs at his collar, we think the customer may be a little hot.
……
In fact, these actions of customers are sometimes not what we think. Maybe customers just use these behaviors to cover up their true thoughts.
When a customer tells a lie, his facial expression will tell us well. In order to cover up their lies, customers usually use some body language to cover them up, such as nodding, smiling, blinking, putting their hands to their mouths and touching their noses. They tried to use these actions as a disguise to tell each other that they were telling the truth. Unfortunately, these body languages of customers are not always consistent with facial expressions, so they ruthlessly reveal their true attitudes and thoughts.
[case study]
The incident between American President Bill Clinton and Lewinsky once caused a sensation all over the world. After the incident, Bill Clinton testified to the jury.
During Clinton's statement of the whole incident, American neurologist Allen? Hirsch and psychiatrist Charles? Wolff studied this. They found that Clinton touched his nose every four minutes during his presentation and as many as 26 times during his testimony. The two scientists finally analyzed that some of Clinton's testimonies were completely lies.
It turns out that Clinton rarely touches his nose when telling the truth, but when lying, his eyebrows tend to wrinkle slightly before lying, and he touches his nose from time to time. On the contrary, when he tells the truth, he often doesn't touch his nose or frown.
This fact case shows that everyone always shows some physical actions before lying, and of course, customers are no exception. Let's analyze the body language of some common signs of customers lying.
First, cover your mouth with your hand. When customers answer our questions or explanations, they subconsciously cover their mouths with their hands, which usually means that customers are trying to suppress their lies. There are many specific manifestations. For example, a customer likes a product, but in order to reduce the price, he will put his hand over his mouth and say, "I don't think this design is very good!" " "and so on.
In order to hide themselves well, some customers may cooperate with other actions, such as pretending to cough to cover up and covering their mouths with their hands. Sometimes we will find such a kind of customers, two or three customers are looking at a product at the same time. When a customer expresses his opinion to the salesman, another customer will put his hand to his lips and make a "shh" gesture, which is telling the other party not to tell the truth, so that the salesman will be prepared to deal with the other party's lies when he comes down.
Second, touch your nose. This is the most common sign of lying. However, many salesmen regard the body language of customers as the nose of customers, which makes people uncomfortable. For customers who really lie, the salesman is all wet.
Scientists at the Smell Research Foundation in Chicago, USA, found that when people lie, a chemical called catecholamine will appear in the nasal cavity, which will cause the cells in the nasal cavity to swell, and at the same time, the blood pressure will also rise because of lying, which will lead to itchy nerve endings in the nasal cavity. Scientists named this phenomenon "Pinocchio effect". Therefore, the customer's reaction to wiping his nose is sometimes a sign of lying.
So, how can we tell whether the customer is itchy or lying? Usually, if the customer really has an itchy nose, he usually rubs his nose very hard, and sometimes even picks his nose to relieve the itchy feeling, while the liar may just touch his nose gently.
Third, the eyes turn around. Some customers don't stare at products or salespeople, but wander around, very unstable and lack self-confidence. If such customers say they can't afford it, they may not want to buy it. If they say they don't like this product, it may be that they want the sales staff to lower the price. In this case, the salesperson should not blindly follow the customer's point of view, carefully analyze and see the essence of the customer through the superficial phenomenon expressed by the customer.
Fourth, I have no idea. Usually when we scratch our heads, we may be thinking about some problems, but this may not be the case for customers. For example, the salesman said to the customer, "I will give you 2000 yuan of this product, and then I will add an after-sales service." At this time, customers may scratch their heads and think. In fact, he may be telling the salesman that if you can add two after-sales services to me, I will agree. Therefore, customers who scratch their heads may show another kind of demand.
Fifth, pull the collar. As mentioned earlier, lying will make people's blood pressure rise continuously. This increase in blood pressure is not only manifested in the nose, but also makes the liar's face and neck itch. If the liar thinks the other person is suspicious, this itching will be strengthened. At this time, the liar will reduce this discomfort by grabbing the collar and other actions. In this case, in order to further confirm that this is a lie, the salesman can say to the customer, "Would you please say that again?" "You can say something directly" and so on, so that customers will have signs of lying.
[Skillful touch of gold]
How to detect the signs of lying from customers' body language is the key to retain customers or convince them. In the process of operation, we need to pay attention to the following points:
If the customer makes a gesture of touching his nose, we can't subjectively conclude that the customer is lying. The customer's action may be due to pollen allergy or cold, so the determination of action needs to be combined with other body language.
The customer's action of avoiding eye contact is the most problematic physical action. At this time, he may be making up some lies to prevaricate the salesman's requirements or questions, so pay special attention.
According to research, lying customers generally lean back invisibly and smile more. However, smiling and body movements are often not very harmonious.
In a word, to judge whether the customer is lying, we need to make a comprehensive analysis from the aspects of body movements, facial expressions and opinions. When customers are found to be lying, they should take timely measures to understand their true thoughts.