Technique One: Think of Your Customer as an Old Friend.

Communications studies show that 80% of a customer's first impression of you has nothing to do with your words. A full 50% is your appearance and body language. Another 30% is the sound of your voice and your energy level. And only 20% of their first reaction to you results from the actual words out of your mouth.

Here is a technique that will automatically transform your body language and boost your energy level. When you first spot your customer, imagine that he or she is a long-lost old friend. You genuinely like this friend and you are so happy to see him or her again after all these years. Then, say your "hello's" as usual. Shake their hand or do whatever you normally do when greeting a customer. But, inside, let all that warmth you would feel recognizing an old friend well up in your heart. You will be pleasantly surprised at your own body language. Your smile will be warmer, your handshake more sincere. You will automatically face your customer, you'll lean forward, and you will maintain good eye contact. Your prospect will see you as a genuinely friendly and likeable person.

Technique Two: Make a "Mood Match" With Your Customer

Has someone ever called you on the phone when you're very busy and started narrating an endless tale, without asking you if you're in the mood to talk? How about when you're sleeping? Insensitive salespeople invade customers like this all the time, on the phone and in person. A salesperson can aggravate a harried customer by starting a long slow sales pitch. Conversely, a relaxed customer might find a salesperson very abrupt if they rush into a discussion of their merchandise without first making soothing small talk. Whenever you face a customer, look at his face and body and take note of what's "running" him at the moment. Does he seem peaceful, receptive? Or is he in a hurry? Does he appear to be in good spirits, or is he preoccupied with something? Whatever his mood is, match it. As an example, how would you quiet a crying baby down? Every mother knows the answer. You pick him up and make little crying sounds yourself while patting the baby on the back. Then you gradually subside your crying sounds and, eventually, the baby follows. Your customers are all big babies! Match their mood for minute or two and you'll be much more effective in bringing them around to your way of thinking.

Technique Three: "COM-YOU-NICATE" With Your Customer

Remember the old gag, "SEX! Now that I have your attention..."The word, "YOU" achieves the same attention getting purpose. The moment your customer hears the word, "you," he or she is immediately engaged.

Try to start as many sentences as you can with that powerful little three letter word. It gets and keeps your customer's attention. Additionally, it gives her the impression that you are 100% customer-focused.

Consider the following sentences and how much more powerful they become when you make them YOU statements.

WEAK: That's a good question.

STRONG: You've asked a good question.

WEAK: It's important that...

STRONG: You'll see the importance of...

WEAK: The result will be...

STRONG: You'll see the result when you...

Sprinkle the word "you" as liberally as salt and pepper throughout the conversation. Your customer will find it an irresistible spice.

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