Welcome to retail training Class 5

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

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

What is body language? Body language is what we say WITHOUT speaking 1 We communicate through our body language, as much as we do through speaking People ‘read’ body language and form impressions (aggressive, bored, tired etc.) 1 2 3 4

Body language is created by Eyes Face Shoulders Position of hands Style of standing

Read the body language Video for body language

You can change your body language..

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

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)

How body language can help you Which Car RSA would you approach? .

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.

Revision Tell me in one line what is body language? Which parts of the body express body language? How can body language help you?

Negative signals from body language Bored and not interested Aggressive Stressed out Under confident Defensive

Remember, Body language is created by Eyes Face Shoulders Position of hands Style of standing

Read the body language

Not interested in serving me Thinking of something else Read the body language Looking away , somewhere else Frown Head in hands Not smiling Bored Not interested in serving me Thinking of something else Just wanting to go home

Signs of being bored Yawning or falling asleep at work Looking away from people, not making eye contact Dreaming No expression No smile

Read the body language .

Read the body language Serious, no smile Staring Hands on hips Hot tempered Proud, thinks too much of himself Not a helpful kind of person Seems very rude and unfriendly

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.) .

Read the body language .

Read the body language Facial expression about to cry Hands holding head Refusing to make eye contact, or listen In too much pressure Upset Can’t handle work Cannot help me Not listening

Signs of being stressed Hands reveal stress – holding head, wiping forehead etc. Physical gestures like biting nails, chewing lips or making faces Eyes do not focus on person when talking. Not paying attention

Read the body language

Read the body language Smiling but facial expression is saying ‘sorry’ Hands in back pocket like a school kid Too young and inexperienced Boyish, not adult Not very confident and knowledgeable Maybe a trainee Should speak to someone senior

Signs of being under confident Physical gestures like biting nails, chewing lips or making faces Acting shy Straightening tie, hair or clothes all the time. Makes you look nervous and unsure of your appearance Looking confused, not making eye contact

Read the body language .

Smiling but arms crossed on chest Very defensive posture Read the body language Smiling but arms crossed on chest Very defensive posture Closed Negative person

Read the body language

Negative Signals : A summary BORED Not interested in work UNDERCONFIDENT Inexperienced Kiddish Not knowledgeable AGGRESSIVE Hot tempered Arrogant Seems very rude DEFENSIVE Closed Negative STRESSED Can’t handle the work Upset Not listening

Tips for good body language

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 .

. 2. Smile Your smile should be genuine When you fake it, people can guess Smile when greeting or thanking the customer .

√ . X 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 .

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 .

. 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 .

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

Howzzzat – Be the umpire!

Howzzat? A .

Howzzat? B .

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Howwzat? D .

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Howzzat? G .

Thank you