A potential client will form their opinion of a salesperson in the first 10 seconds or less and the quicker a salesperson can persuade a client to smile, the better.
Contrary to popular belief, not everyone automatically smiles when they meet someone for the first time or even thereafter. Persuading a customer to smile places them in a better mood, more likely to make a purchase, and creates a more enjoyable and memorable experience for them.
A smile is one of the most powerful and important tools in a seller’s arsenal. A smile has a quantifiable impact on the body and brain, dramatically affecting how customers interact with salespeople, how they view a purchase, and their perception of the company.
People tend to mimic the facial gestures of those with which they’re interacting and any salesperson who can elicit a smile from a customer is on track to better sales. It’s equally applicable on a salesroom floor or while providing customer service online.
Multiple studies by scientists, psychologists and even the clergy agree that a smile has the power to change the way a person views the world within the moment and that feeling can last for hours afterward. A smile triggers the release of endorphins, dopamine and serotonin – hormones that generate a sense of happiness. It also sends more oxygen to the brain and calms the nervous system.
Happy people are more susceptible to selling strategies and more satisfied with a customer service episode. Clients are also more likely to spend up to 40 percent more following a greeting by a smiling salesperson. They view the salesperson in a positive light, along with the associated products, services and brand. Individuals aren’t consciously aware of the psychological changes or their willingness to make a purchase or pay more.
The effort to make a customer smile used to be a priority, particularly in sales. It’s an integral part of customer service that has become the exception rather than the rule. It’s an oversight that costs businesses an estimated $80 billion in sales each year. A perception of indifference is a primary reason that customers choose to explore the competition.
First impressions matter and they’re the ones that clients and customers will carry away with them from an interaction. Like a yawn, a smile is contagious and generates a sense of hope in the customer, along with the expectation that the salesperson is better able to meet their needs than a competitor.