Surprise
Happiness Power
Fear
Interest Boredom
Confidence
Sadness
Disgust
NON-VERBAL COMMUNICATION
- THE SILENT LANGUAGE IN SELLING
Gavin Fox
This class...
What is non-verbal communication (NVC)?
Why study NVC in a sales setting?
How does personal appearance have an
impact on NVC and customer perception?
What NVC send the loudest messages?
What is non-verbal
communication?
8%
Words
22%
Tone of Voice
Body Language
70%
(Salisbury, 2011)
Two Sides of the Story
1. Salespeople need to be aware of the
messages they are conveying from
their own NVC.