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First impressions matter.
In sales, a positive first impression can determine whether a customer decides to buy from you or a competitor. A negative one can cost you both money and the opportunity to establish a relationship with a new customer. The key to making a good impression and building rapport in sales is by applying the SEE factors — Smile, Eye Contact, and Enthusiasm. Non-verbal cues through facial expressions and body language can make the difference between success and failure — even before you say a single word.
First impressions are fast, but they last.
Countless studies, surveys, and experts vary in their claims on how long it takes to form an impression of someone — from 27 seconds to seven seconds to even as little as one-tenth of a second. Further research from an international team of psychologists shows that a first impression persists, even if a new experience contradicts it. People view the contradictory experience as a one-off occurrence tied to a specific context — a perception that’s difficult to change. The takeaway is that you won’t have a second chance to make a great first impression, so make every second — or millisecond — count.
Here are five tips for making a good impression and why they’re important:
1. Perfect your handshake.
A handshake is more than an initial greeting. It’s often the first connection with the customer and can set the tone for the rest of the sales conversation or meeting.
A good handshake should be:
2. Smile.
A smile is contagious. It communicates warmth and approachability, instantly putting the other person at ease and in a better mood. A genuine, inviting smile can improve your likeability and get the other person to respond more positively to you. When smiling, make eye contact to transmit openness, trustworthiness, and interest in what they have to say. People love doing business with those they like and trust. It's human nature.
3. Be confident.
Research shows that people who are confident appear more competent, credible, and trustworthy. They exude confidence through their expertise, attitude, presence, and demeanor. So, when meeting people, do your research and be prepared with relevant talking points and smart questions. Be calm and self-assured, not cocky or arrogant. Be articulate and speak deliberately and clearly. Stand in an open, relaxed posture with your chin up, back straight, and arms at your side. Finally, dress to impress because when you look sharp, you feel sharp. Being confident makes people comfortable around you and more receptive to what you have to say.
4. Be thoughtful.
Thoughtfulness is grounded in empathy, so tune into the other person, listen more, and say less. When someone speaks, show genuine interest and understanding by summarizing what you’ve heard and asking follow-up questions. Choose your words carefully and speak with honesty and sincerity. Read the room and modulate your tone and approach appropriately. Thoughtfulness creates an emotional connection that elevates the conversation and builds rapport and trust with the customer.
5. Be energetic.
Positive energy and enthusiasm are infectious. When you’re fired up, it shows you care and passionately believe in your product, service, and company. It engages and motivates the customer and gets them excited too. Just make sure you don’t get carried away. Nothing is more off-putting than over-the-top energy and enthusiasm that feels fake and insincere.
By following these five simple tips, you’re making a good first impression that’s a lasting good impression. You’ll connect with the customer, start building rapport, and improve your odds for success in any sales interaction.
In business, as in life, building relationships is key. No matter how talented you are or what service you provide, if your customers don’t like you or, worse, don’t trust you, you’re not going to get very far. Networking is a critical part of advancing your career, but making contacts will only serve you if you can foster them into fruitful business relationships.
Whenever you’re meeting with a client or a connection, especially a new one, make time in advance to learn a bit about them. Whether this means speaking to mutual acquaintances or researching online, doing your homework on a prospective customer or contact will allow you to identify common ground and better equip you to answer their questions or provide what they’re looking for. If you want them to give you their business, it’s crucial to come prepared. Coming to meetings well versed on the other party’s needs also assures them you will go the extra mile on their behalf.
Business relationships are investments. We invest time and energy into them with the expectation that they will provide value. Just as you’re hoping to leverage your business relationships to achieve certain goals, so are your colleagues, business partners, and customers. So, consider what value you’re providing back to them. In some cases, it may be helpful to illustrate what you have brought to the relationship by presenting hard numbers and proof of results. By making a strong case for the overwhelming benefits of the relationship, you stack your deck for success, and ensure the business relationship with grow and flourish in the future.
There’s a reason why your parents always said, “Honesty is the best policy.” It is. If you promise your client the sun, moon and stars when networking, then that’s exactly what they’re going to expect. It’s important to set ambitious goals, but it’s just as important to deliver. If you can’t come through, be proactive about letting your client know. Otherwise, any frustration they feel will be compounded by your having mislead them and your business relationship may suffer as a result. To avoid this scenario, set reasonable goals and manage expectations with customers, bosses, and colleagues. Promise only what you are absolutely certain you can deliver. It’s always better to surprise someone by providing more than expected rather than over-promising and under-delivering.
Ultimately, you’re here to serve your customers. If they feel your own agenda is taking priority over theirs, your business relationship will not last very long. You can only meet someone else’s needs if you listen to what those needs are, so always be as ready to hear as you are to speak. Listen to Cydcor President, Vera Quinn on the subject of really hearing your client:
You likely learned about playing “hard to get” in high school. In many ways, the same rules apply when building business relationships. If you appear too interested – contacting them incessantly, coming across as desperate for their business – they may start to suspect that you’re not that hot a commodity. You should seem interested in securing their business and maintaining a fruitful partnership, but make it clear that you have other irons in the fire and will be fine should things not work out. As we said earlier, if you’re clearly demonstrating the value you’ll bring to the relationship, they’ll be interested.
It can be a fine line between projecting confidence and arrogance, but it’s one you’ll have to navigate if you hope to form long-lasting and fruitful business relationships. A client or contact will be impressed by your knowledge and expertise but annoyed if it crosses over into condescension. You demonstrate your value to this business relationship best by doing your job well, not by being your own hype-man. An easy way to avoid sounding arrogant is to continuously show the other party that their thoughts and opinions matter. Remember that all business relationships are partnerships of some kind, meaning that both parties rightly feel that they matter and their ideas have value.
Often we make ourselves most available when we want something, and less so when we don’t. After you complete whatever business you’ve conducted with a client or contact, it can be easy to fall out of touch. Don’t fall into this trap. Make an effort to stay engaged and to continue networking, even when there’s nothing clearly “in it for you.” Business relationships, like fires, require constant kindling, or they can fizzle out. By checking in with clients and contacts on a regular basis, you demonstrate your long-term investment in the relationship and dedication to your customers.
Ultimately, maintaining a real, lasting business relationship is a marathon, not a sprint. It takes time, it takes work, and it takes commitment. By constantly providing value to your client or contact, consistently delivering what you promise, and by taking the time to nurture the relationship, you can build relationships that will continue to pay off for years to come.
Looking professional is about a lot more than what you wear, although dressing professionally certainly helps. Giving the impression that you’re confident, professional, and ready to do business is about the whole package. Everything from the way you communicate and your attitude, to your habits and yes, your physical appearance contributes to the way you are perceived by others and whether you’ll be taken seriously. The great news is: there are many easy ways to make sure you always come off professionally to others, so you can focus your attention on more complicated matters, like the content of your proposal or negotiating a great deal.
Look Like You Belong: Whether you’re a new employee or visiting a client’s workplace for the first time, it can sometimes be unclear what “typical” business dress is. If you’re unsure what to wear, consider doing a “drive by” or check the company’s social pages to make sure you dress to fit in culturally. Also, consider the type of business and industry. For example, a bank or insurance company is likely to be more formal and traditional than a game design studio or creative agency.
Be Dutiful to Details: The little things matter. Scuffed and worn out shoes can cheapen even the classiest business outfit, as can a jacket that’s too long or too baggy. While we certainly can’t all have unlimited budgets for business attire, having your favorite suit tailored to fit correctly can be done at a reasonable price, and it’s more than worth it. Also check to make sure your clothes aren’t faded or discolored.
Keep it Clean and Pressed: It may seem obvious, but making sure your business attire is clean and wrinkle free can go a long way toward making you appear polished and professional. If you’re a pet owner, make sure you have a lint roller in your car or briefcase to pick up Fluffy’s flyaway fur, and it’s always a good idea to have an extra button down shirt or blouse available for unexpected coffee spills.
Dress Up Rather Than Dress Down: We all want to look cool, but looking professional is even more important. Even if you’re headed to an interview or meeting at a company where you’re certain the culture is laid back, to make a good first impression it’s better to be a little overdressed than to look like you don’t take the meeting seriously by dressing down.
Respect People’s Time: Another easy way to always look professional is by respecting people’s time. It more than just being on time. It’s sometimes said that if you’re not early, you’re late, and that’s a great rule to live by because being on time can easily make or break an important meeting. People take their time seriously, because as you probably know, time is money. Being on time tells the other person you respect them, and you value their time, while being late gives the impression you’re not dependable, don’t care, or that you think your time is more important than theirs. Plan your day realistically, allowing time for breaks and for changing locations when necessary. When you have back to back meetings, make sure to end on time rather than running over. It’s always better to schedule a follow up than to keep your next meeting waiting.
Come Prepared: Always have your notes ready to go before an important meeting or conference call, and never show up hungover or exhausted. Much like being on time, being properly prepared shows you take the meeting seriously, and it implies you’re organized and capable.
Watch Your Attitude: Maintaining professional demeanor is just as important as wearing a wrinkle-free blazer. Be positive and diplomatic, and avoid speaking negatively about former employers or complaining about projects. Accept challenges and new tasks with grace, cleanse your vocabulary of inappropriate curse words, and never ever tell raunchy jokes or curse in a professional environment.
Portray Confidence and Respect: Learn how to put on a professional game face by always smiling and making eye contact during meetings or introductions to clients, while seemingly small gestures, these physical cues help you appear more confident and engaged. Prove you’re focused on the project at hand by turning off your phone ringer, listening when others speak, and by avoiding checking the clock more than necessary.
Making a little extra effort to always look professional is an easy way to build your reputation as someone who’s always on your game. Employers like to hire candidates who make them look good, and they like to promote employees who will set a great example for others. In negotiations and other business dealings, looking professional instills trust and confidence in your abilities that can help you close the deal. It can help you build rapport as well, by demonstrating to the other party that they are important to you. Taking these few simple steps to create a more professional appearance and attitude is one of the simplest things you can do to help catapult your career.