Nonverbal Behaviors in a Retail Environment

Voice

Fluency

Speed

Hesitations

“Level of productivity”

“Rhythmic vocal tone”

Position and Posture

relax state yet erect

4ft – 6ft (ideal)

Apple Stores

Eye Contact

Positive Effect

Attention and Respect

More eye contact decreases “distance”

Smiling

Powerful Impact

Sincere – Smile with your eyes!

Approachability

Emotions

“emotional contagion mimics and synchronizes facial expressions, vocalizations, postures and movements with those of another person and consequently to converge emotionally”

Why is it important?

self-disclosure

negotiation skills

self-presentation

social influence

“Nonverbal behaviors are more of art than a

science “