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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

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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?

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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