1. Welcome to retail training
Class 5

2. 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

3. 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

4. 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

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

6. Read the body language
Video for body language

7. You can change your body language..

8. 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

9. 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)

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

11. 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.

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

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

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

15. Read the body language

16. 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

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

18. Read the body language .

19. 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

20. 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.) .

21. Read the body language .

22. 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

23. 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

24. Read the body language

25. 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

26. 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

27. Read the body language .

28. 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

29. Read the body language

30. 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

31. Tips for good body language

32. 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 .

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

34. √ . 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 .

35. 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 .

36. . 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 .

37. 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

38. Howzzzat – Be the umpire!

39. Howzzat? A .

40. Howzzat? B .

41. Howzzat? C

42. Howwzat? D .

43. Howzzat? E .

44. Howzzat? F .

45. Howzzat? G .

46. Thank you