The Personality of Closing€¦  · Web viewFrom TotallyToni.com. The Breakfast Club. Closing – Body Language, New Techniques, Visual Tools & MORE! Toni Blake. [email protected].

WelcomeWelcomeFrom TotallyToni.comFrom TotallyToni.comThe Breakfast Club

Closing – Body Language, New Techniques, Visual Tools & MORE!

Toni BlakeToni [email protected]@aol.com

866-889-6600866-889-66004945 West 84945 West 8thth Street StreetGreeley, CO 80634Greeley, CO 80634

The Personality of Closing –

Who is a good closer?The Story of Dina – the soft touchSusie – the detailed And Mama Sue – the consultantThe Entertainer – Toni

We are all capable of reaching the finish line – there are many roads but a pot of gold is at the end of each one!

Be authentic – be true to yourself. The best technique is the one that “fits” you!

Make a decision today to be a closer!Define yourself as a Closer - Say – I am a closer – I finish what I startClosing is not an option – you can’t be successful without it. Closing is a matter of integrity, an important key to your success.Do you want to be successful? Then you need to make a commitment to learning, practicing and accomplishing great closing techniques!!!!

You are invited to participate in the decision!This is your formal invitation – you are cordially invited to share you opinion, ideas, inspiration passion and knowledge of your community with the customer as a part of the decision making process!!!

Make a commitment to become a part of the decision process.You have an invitation to this party!!!You matter – what you say matters – you are the testimony!You give people the reason they should decide and the confidence to do it!

AdvisorYou play an advisory roll with your customer. It is very important that before you take one step that you help them to summarize their “wants & needs” and organize their thoughts. Make sure they ask the right question - make sure you have the right answer?With out the right answer it will be very difficult for you to direct them – and you have the KEY!!!!!!

“We have ___ apartments in our community and I have the keys! However, before we just go walking out the door, I want to make sure I understand clearly what you are looking for in your new apartment. Just like on e-harmony.com / or match.com, you have to share the right information to get the right match!!! I want to match what you are looking for with the perfect apartment!”We base our decision on what we KNOW!Knowledge is the key to a great decision - Match their questions with important decision making information Here are some great questions:

Have you thought about what you need to know before you decide?Influence and allow them to decide! Their ego requires them to believe the decision was theirs!

What is really important to you about the layout? Location in the community? Features? Amenities? Where do you spend most of your time? Do you cook? Eat out or in a lot? Watch TV? Do you work during the day? Night? Do you like to play music? Do you have a lot of furniture? Anything large or challenging to fit? What is your favorite room? When are you planning your actual moving day? When do you plan to decide? What do you need to know before you can make a confident decision?

People do what they want to do!!!Do they want to lease the apartment?You have to fan the desire fire!!!It’s not my job to give you what you want – it is my job to get you to want what I’ve got!!!

You have to get them to WANT to lease the apartment!

How many times have you bought what you didn’t even know you needed until you saw it and wanted it?

Be sure you use your time sharing ONLY information they care about! WHAT MATTERS to them?

Dealing with NO

60% of all people who will say yes will say no 2 times42% of all people who will say yes will say no 3 times22 of all people who will say yes will say no 4 times95% of sales happen after the fifth close

Don’t quit – Winston ChurchillNever Never Never quitIt is always darker before the dawnDeal or no Deal have you seen the show where people quit and it cost them thousands of dollars for not taking one more chance! I now it doesn’t always pay off – but it works great!!!!

Find a partner – turn to your partner – and say NO NO NODo it again – this time be firm – and really clear Everyone check your pulse – having someone say no three times

No doesn’t really mean no, does it? MAYBE!

No means maybeI am not sure I don’t have time

No doesn’t mean – absolutely positively NO!!!The party is NOT OVER!

Property Presentation – The Power of PresentationA chef will tell you that presentation of the food is one of the most important parts of the meal. It has to taste good – but if it doesn’t look good – taste doesn’t matter!

The Purpose for the apartment tour - Set them up, Check it off!!!!!One Room at a time!Let them be in control – What I would like to do is go over each room and make sure it is going to work for you. I have a list here and we can check it off to make sure this floor plan is right for you!

Place the furniture – put them in the picture – then show them the picture!That will work, won’t it!!!

My favorite new VISTUAL TOOL : Layitout.com

An entire apartment of furniture for only $39.00

 Visual Decision making toolsEmail [email protected] to receive a word document with this copy.

Movers Guide____________________________________________________________________________________________________________________________________________________________________________Utilities Cable Electric – Give specific Cell Phone Telephone GasBusiness Banks Department Store Music Credit CardsClubs Fitness SocialInsurance Auto Dentist

Life Health Renters Professional Doctor Churches Lawyer AccountantSubscriptions MagazinesGovernment Offices Post Office Drivers License School

Other Things to do:__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Moving ChecklistSix Weeks Before your move

Make an inventory of all items you wish to move Try not to pack TRASH: Contact your favorite charity to clean out unused house hold items and clothing and organize for donation. Call and Get estimates from several moving companies. Start packing NOW – start with treasures and collectables in bubble rap. Contact your insurance agent to transfer or cancel homeowner’s policy. Contact friends and family with advanced notice to help. Budget your cost including packing supplies. Schedule time off work.

Notes: Moving Day

Carry jewelry and valuable documents with you. Be sure to tell packers or mark fragile items clearly to avoid damage. Have markers ready and be sure to consistently mark each box with contents and location to be delivered in the new home. Confirm your new address with moving driver.

Confirm Utilities have been disconnected. Tour the home to double check closets, drawers and shelves to be sure they are empty. Turn off all lights, electric, AC/Heat, close curtains and mini-blinds. Lock the door and return keys to proper authority or owners’ representative.

Notes___________________________________________________________________________________________________________________________________________________________________________________________________________________

Four Weeks Before your move

Notify all relevant organizations of your change of address – see attached check list Contact utility companies for refund of deposit and set up dates for termination. Obtain all family records and prescriptions from your doctor & dentist. Get your children’s school records Move your valuables to a safe deposit box to prevent loss. Give away to arrange for transportation of house plans, most moving companies will not transport plants. Order new checks with your new address or transfer funds to new bank and establish new account and order checks. Send a friendly reminder to friends and family helping with the move to confirm the date and their participation Pack drawers and closets with off-season clothes. Remove and pack artwork from the wall. For just a few dollars you can get Picture boxes are available for moving artwork. They will keep your frames from being broken and scared.

One week before your move

Empty your freezer and plan to use the foods if possible. Arrange for cash needed on moving day. Plan for children and pets specials needs. Arrange to have telephone, cable and all utilities turned on at your new address. Pack an overnight for the day before your move with all personal items, pharmaceuticals, toiletries and personal items you will need for easy access. Keep paper products and a first aid kit handy. This avoids movers or friends packing up important personal essentials in a box.

Notes: ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Market EvaluationIn my Pro & Con close I suggested you create a decision tool. This can be designed on as a tri-fold on a 8.5 x 11 sheet. Be sure it matches your existing collateral material.When the customer can “take home” an evaluation of the market it shows confidence in your results.

Buyer’s remorse –

Send your new resident home with an immediate reward for deciding, congratulating them about their great decision. Have a small gift ready to welcome them to the community as a resident. These might be gift wrapped and presented by the manager. They can open it with you are when they get home. Make it attractive and have it include a star bucks or target gift card, some type of treat chocolate a note and a beautiful key chain! You decide! You might do a preliminary check of their credit while they are there and give them a preliminary approval. When you give them that good news you could present the gift! 

GREAT CLOSES

The Assumption close That will work, won’t it!Now that we know everything in this apartment will work for you

An exit line – as you head out the door – let’s go do the paper work!

The Option close - Choose the best option!Present great options – Strawberries – or bananas Everyone picks one!

Did you want the one on the first floor or the one near the pool?NOTE: People have a tendency to choose the second!

Celebration Close“This is so exciting – congratulation – I am so happy for you. You must be excited to have found your new apartment!!”

The Time Saver“We really should go ahead and take this apartment off the market while you are here.

No need to find time on the schedule and come all the way back out here. Let’s rap this up. “

Murphy’s Law“While you are thinking about this apartment this afternoon, the person who looked at it yesterday thought about it last night and is on their way back to rent it right now. Murphy’s law says that if you really love this apartment and don’t reserve it – the next person through my door is going to lease it“.

The Cookie & Klondike Bar – Food CloseObject Marketing is to take an object and create a message to go with it. “What would you do for a Klondike bar?” “How do you eat an Oreo cookie?” Use a marketing slogan and treat added to your close to add extra fun and appeal.

The Mascot CloseWe’ve decorated apartments with a summer theme and placed blow up rafts in each apartment. They were named and the self-closing apartment cards were created to comments signed by the animal. We added small baby pools, beach towels, romance novels, sunscreen and sunglasses as a part of our set up. Personalize the invitations from a “mascot”!

The Second Chance Close – OOPS“I am so sorry – I must have messed up. I really wanted to find the right apartment. If you are still looking – can I have another chance to show you an apartment? You are already here and parked in my parking lot. If you wouldn’t mind telling me again what you need, I would love a second chance to show you another apartment. If you’re still looking, I am still showing!”

What % of people who have a complaint – do not complain? 92% People will eat what they didn’t order – rather than complain!

Often they will not tell you where you missed it – Reintroduce yourself – and REDIRECT!!!Find out if you have another apartment that they will look at!

Pro & ConThey share a negative – you share a positive. You share a negative with a positive. Be honest – give people great decision making tools. Create a market survey “take home” page that evaluates the market in a way the makes you look good!!!! This take home tool should look very formal and official. If you can, include stats from well established

industry experts. It should be an evaluation tool with the pros and cons in detailed comparisons.Can I get a witness?Give people objective information - awards, testimonies, property evaluation scores, 100% certainty is hard to obtain! I like to have residents who love me write me notes and put them in my leasing kit. Then when people are feeling really good and just need a “nudge” you can use this technique. “I can see by the smile on your face that you love this apartment. ME TOO!! I have the best resident who also lives in this style apartment and he sent me the most amazing note. I keep it with me to help you hear a voice that isn’t mine – read this”… and hand them the note!!!

Reservation Guarantee – a low risk close

Reservation GuaranteeWe guarantee you the time to review your options. We will reserve the

apartment located at____________________________________ until date: ______________, Time: __:___.

__________________________ __________________________Owners Representative Signature Future Resident

SignatureDate: Time:

Let’s talk MONEY!!!!!Deal or no deal – dealing with specials

Only discuss the difference –

Our price: 765.00 Budget: $700 – difference = $65.00

Games

You can play “Who Wants to be a Millionaire?” - have a balloon with lottery tickets worth millions inside. Everyone who looks at an apartment gets a balloon and the chance to win millions. Let them have one chance for every apartment they look at. I love games. Spin the wheel for incentives - vacuum cleaners, special blenders for amazing frozen drinks. People love "custom features". Give them a chance to decorate with a free accent wall painted from a section predetermined by your company. Add chair rail in the dinning room to match their furniture, oak, maple, brass or marble. These simple chair rails can be measured and pre-cut to fit your walls and are mounted with small tacks ($15.00). Add color and style with a great selection of (removable) wallpaper boarders ($17.50 per room). People love the game of chance. Let them take a chance and spin a

wheel with $300.00 - $800.00 to spend in the design center. This money is re-invested back into your real estate asset. It increases the value and keeps your bank account and your new resident happy.

Contest

Before you give in to temptation to give away free rent, try a contest with an exciting (non-rent) giveaway instead! Before you begin, remember that everyone who visits your community must be allowed to enter a contest in order to make it legal. Choose a giveaway that people in your market would love! For example, give away a home office including computer, printer, and software package or a mountain bike if you are in a health-conscious area. What about a recreational vehicle if you are near a lake or other water sports area? You can offer vacation packages for very little, and you can offer them to everyone! Being the most exciting selection of apartment homes in the market is not about free rent.

Prepare Your Strategy

Make a decision about how you are going to compete and then create a plan. You cannot win a war without a battle plan and your frontline troops are the key to your success. They need the right training, equipment and motivation to get the job done.

Welcome to my world - where it's all about your new home and not the $$$$. Value selling may not be new, but it is your best option. People want what is best for them, and they can be persuaded - you need to get your team into the persuasion game. Here are some tools for increasing your success. Be visual - give your staff new exciting visual aids. I have a "Self-Closing Apartment" program that includes 48 invitations to rent! Each invitation is in the form of a post-it sized card that includes a simple graphic and a leasing message. Imagine that every apartment your team shows has been designed to incorporate 48 statements of persuasion designed to get people to rent NOW!!! They create closing opportunities for your staff and if the customer can read they will be invited to rent 48 distinct times!!!!!! Sound excessive to you? Hey, you can't just act normally in a market where FREE RENT is being given away! Here are a few examples of the messages on my cards:

Choose your next home because of what you get -Not what you get FREE!

In a world so big - I can't believe we found the perfect matchYOU + this apartment = HOME!

TRY our Patience - WE believe in high maintenance

You can't SEE our service . . . it's the best reason for living here!

We are going to keep asking until you say yes… SAY YES( there are three more cards that read simply: SAY YES!

Check out my newest cards!Check out my newest cards!____________________________________________________________________

What would you do for a . . .KLONDIKE

BAR?Lease Today?

____________________________________________________________________These cookies are for

the new resident of this apartment . . .HUNGRY?

How do you eat an Oreo?!

____________________________________________________________________What else do you

need to know to decide?!

You will Living HERE!____________________________________________________________________

We know this is an important decision. Behind every door in our property is a family - who looked around and decided to live here.

Because . . . it IS a good decision!SAY YES!

____________________________________________________________________We don’t need

You to rent!We want you to!

You will Living HERE!____________________________________________________________________

We are going to keep asking until youSAY YES . . .

____________________________________________________________________What else do you

need to know

to decide?!You will Living HERE!Need to talk to someone?

We have phones and a privet office!Need to think – we have a cup of coffee and a place to relax

Need to decide – we have an application!____________________________________________________________________

Urban LivingBehind every door is a family living happily

Without a washer & dryer!This is not the time of your life to drag around your own appliances!

Save time & money with our convenient Clothes Care Center

____________________________________________________________________The BEST always cost more than you planned on . . .

Save on your next sweaterLIVE where you deserve!

____________________________________________________________________MURPHY’S LAW!

I might not show this apartment for 2 daysI might not show this apartment for 2 weeks

If you really love it – the next person in my door

will lease it!

____________________________________________________________________Would you like to rent this apartment today?Would you like to rent this apartment today?

Let’s go introduce the manager to our Newest RESIDENT!

____________________________________________________________________You should look around!

Ask to see the current market survey. You can look at the cost & details on all of the surrounding apartments…without wasting time or gas!

____________________________________________________________________Reservation GuaranteeReservation Guarantee

Ask how you can reserve this apartment for up to ___ hours with just your signature!We believe your word is worth something!

______________________________________________________________This room is architecturally designed as FLEX SPACE

Work Play Display Entertain – RelaxYou decide!

____________________________________________________________________A great WALL!A great WALL!

The wonderful feature wall is perfect for your favorite family photo or art display!

There are 43 more statements of persuasion and invitations to rent where that came from. (Remember, when I was in leasing, I became known for locking people in the walk-in closet and asking them to slide a check under the door to get out. I have no problem convincing someone that my community is the best place to live.)

Closing is not a comment –it is a carefully executed Plan of Action!

Here is a list of 6 Visual tools to cerate a Closing environment1.       Message Poster / Sign / Mini-banner in Welcome Center Theme2.       New Resident Packet – New Resident Gifts3.       New Resident Key Marketing – Village Gifts & Lifestyle4.       Tour Route Message to accent benefits and amenities5.       Self-closing apartment cards – Re-formatted in company colors and theme6. Invitation Stations / New Deal or No Deal?

Let’s play the Closing Card GAME

The Closing Card GAME

Go to TotallyToni.com and click on FREE stuff! You will find Word documents with assembly and instructions for playing the game. Coming soon we will add two complimentary designed files from For Rent Media Solutions you can enjoy!

Build Confidence In The Property

Create a poster of your world that lists, in large letters, 25 reasons why a prospect should become a resident of "Value World Apartments". Reinforce the message to your team with spot checks where regional managers call or personally ask a team member to state five of the reasons to rent, and if they can, they give them $5 on the spot.

Individually market - no "storewide discounts"

Most businesses place only a few products on sale at a time. Very seldom do you have a discount across the board. Each apartment is a different address, a separate piece of real estate. You need to think of each apartment in your inventory as an individual home. Like on a street in a neighborhood, each house does not sell for the exact same amount. I like to use a "secret envelope". Each apartment has a sealed envelope filled in by the "owner" and the property manager. This amount is a personal matter between the property and the person who rents the apartment. The envelopes are kept in the manager's office and can be retrieved with a completed application. They do not have to take the offer, but the information is private. Who says we can't require something of our customers? Are we so afraid they will run out of the door screaming if we make rules? I think not! The secret envelope is working beautifully with many of my clients. To add interest, the leasing agent can give hints as to the amount of the offer.

No Deposit Close

1.5 Million in 10The first of its kind, for over 10 years SureDeposit has been the market leader in the emerging industry of security deposit alternatives, with 1.5 MILLION apartment homes under agreement in thousands of communities nationwide.

Give your customer OPTIONS!!

Offer new residents the option to pay a one-time,

non-refundable premium to SureDeposit

For Example a $500.00 deposit OR for $87.50 from the resident a $500 performance bond for the community !

SureDeposit will provide you with support marketing materials for your desk and additional printed information for your customer

Here is why management professionals LOVE SureDeposit!

"We immediately saw the results that the SureDeposit team assured us of. This is a great lease-up tool for our new properties and we are proud to be able to

offer it." Maria Francis, Carlisle Development Group Quincy, Florida

You have saved Riverglen. Thank you! My occupancy is 92% and I am 95% leased. That should tell you how well the program is doing. We are in the process

of getting the terrific integration between SureDeposit on board throughout my entire portfolio. Lidia Sherrard, Regional Manager, FPI Management

Sacramento, California

What is SureDeposit?

When a resident elects to use the SureDeposit program, SureDeposit issues a financial guarantee bond that replaces conventional security deposits. SureDeposit guarantees the performance of a resident according to the terms of a signed lease agreement. SureDeposit is based on a simple concept: instead of requiring a full security deposit, residents are offered the option of promising to return the unit in good condition, satisfy all rental and financial obligations by paying a modest one-time premium for a surety bond. If the resident does not meet their obligations, they are required to reimburse the Surety for the amount owed of their rental and financial obligations. The one-time premium payment covers you for the life of your residency, no matter how many years you stay in your apartment.

Start Offering SureDeposit Today It's easy to offer SureDeposit. Just fill out a simple form. After that, we train your

leasing staff. We process the orders. And we deliver the reports to your management team. Try it and you'll see that SureDeposit is a better way.

MINIMUM PORTFOLIO SIZE OF 1,000 UNITS REQUIRED TO PARTICIPATE.

CALL SureDeposit TODAY to find out how to add

The No Deposit OPTION to your property!!!

Contact www.suredeposit.com or call 1-800-531-SURE (7873)

The Credit Card Close

Something NEW – you can HOLD a reservation on credit card just like a hotel or rental card. This is not a transaction on their card, it simply holds fund that can be released if they choose not to lease. This allows a caller to reserve an apartment prior to an appointment guaranteeing more commitments to your appointments. Once the customer leases – the application, deposit and move in cost can be managed on the same card.

“Many people don’t carry a checkbook, so the ability to quickly hold an apartment or pay an application fee with a credit card is a great advantage. People appreciate the convenience, and the potential to earn points or miles,” commented Jodi Harrison, Property Manager at Post Addison Circle in Dallas, Texas.

Carol Sheridan, Area Vice President for Post Properties, stated “We’re thrilled with our solution from PropertyBridge because it allows us to deliver superior satisfaction and value to our customers while enhancing our own operational efficiencies. After seeing immediate success, we are anxious to roll this program out to additional Post properties as swiftly as possible.”

The Lease-up Module is a component of the PropertyBridge Payments Platform™, which processes the largest dollar volume of automated electronic payments in the multifamily housing industry. PropertyBridge enables residents to pay rent and lease-related transactions using any of six payment types including payment cards (credit and debit), ACH, e-checks and in-person cash payments.

About PropertyBridge, Inc.

PropertyBridge is the leading electronic payments processor for property managers and real estate owners in the multifamily industry. The PropertyBridge Payments Platform™ enables residents to pay rent and other lease-related transactions using payment types, including credit and debit cards, Automated Clearing House (ACH), check scanning (Check 21/ARC), cash payments at Western Union, online bank bill payment, and lockbox services. PropertyBridge’s rent payment solutions are fully integrated with the accounting systems and business processes of property management firms. Residents can pay rent online, by phone or in person and set up recurring payments. The company collaborates extensively with financial services leaders including Visa USA, MasterCard,

Discover Financial Services, American Express, Wells Fargo Bank and First National Bank of Omaha.

For more information to go PropertyBridge.com or call Toll free: (866) RENT-002

Be Patient

Finally, and most important, be patient. Selling is a high energy, fast moving business. Patience is one commodity that is in relatively short supply, but if you're impatient in a negotiation, you'll lose your shirt. If I'm negotiating with you and I know that you're impatient, I will hold out just a little longer, no matter how desperate I am to make a deal with you. As long as I know you're in a hurry, I'll wait. So be patient. Take the time that you need, don't rush to give in, don't show your anxiety, stay cool and don't panic. Negotiation is a process and a game. Use the process and play the game. You'll be astonished at the difference that it makes!

Test the Waters

Learn to test the waters - with questions that find out if your customer is ready to buy! Recap - How are we doing - what now?

Be sure to stay on their agenda - keep your questions focused on reveling what they need to decide. Recap what you know they were looking for – and ask what else do you need to feel good about choosing this apartment?

80% of people will not say yes to the first close - don't try this AT THE END when you are done! Always check the waters - begin your move to a final decision while inside the apartment. What is your "edge" - what sets you apart -what is special, unique and wonderful about your community? SAVE IT!!! After testing the water and getting your first no - bring them to a great reason to decide!

The Authorization Close

The third closing technique is the Authorization Close, which is often used to conclude multimillion-dollar transactions.

Here's how it works:

At the end of the sales conversation, you simply ask if the prospect has any questions or concerns that haven't been covered. If the prospect has no further questions or concerns, you take out the contract, open it up to the signature page, place a check mark where the prospect has to sign, and push it over to him saying, "Well then, if you will just authorize

this, we'll get started on it right away."

The word "authorize" is better than the word "sign" because it is less threatening. A check mark is better than an X. Offering to "get started right away" is better than sitting there hoping for the best.

However you do it, be prepared to ask for the order in whichever way seems appropriate at the moment.

Overcoming Objections Ask for advice – turn the question back to them Ask how important the objection is – “ that will work won’t it”

Ask them to be reasonable: In a perfect world I would be able to instantly produce the perfect apartment of your dreams – today I can offer you about 80% of everything you want – and I think those are pretty good odds.

Point out the positive –

Make a list of the objections people have and show them how your current residents “live” with it!

Agree to disagree, FEEL – FELT - FOUND

Notes:__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Reading People – Body Language

The Definitive Book of Body LanguageAllan and Barbara Pease

The POWER of NiceLinda Kaplan Thaler and Robin Koval

Body Language is not always a conscious act. Often these gestures are subconscious signals triggered by our instinct and produced by our thoughts. A baby knows to shake its head from side to side when it has had enough milk months before it learns the meaning of the word no. Gestures do not represent words – they represent thoughts. By knowing the meaning of these gestures you can know what someone is thinking! It is important to look at the total body – not just one gesture. Often the combination of gestures or signals changes the meaning. People have complex thinking and it is expressed in more than one simple movement.

In the movie “What Women Want” Mel Gibson could hear what other people where thinking – a very scary idea – unless you’re the one who can hear. Knowing what people are thinking is great information that can help you to navigate in relationships, negotiations, leasing and LIFE!

Notes:__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Rubbing under our nose – puzzled / confused / not sure Clasping our arms -- self protection, isolate ourselves Hand to the face with index finger pointed up to the cheek while

other fingers cover the mouth and the thumb supports the chin – critical thinking, unsure, not sure they like what you are saying

Hand covering the mouth – indicates a lie or miscommunication Shrug shoulders -- indifferent, don’t care Shrug shoulders with exposed palms – nothing is concealed Exposed palms – trust me, I am open, honest, nothing to hide Concealed hands – don’t want to participate, lie Palms turned in and tucked in a pocket – don’t want to talk,

hiding something Palms down – authority – (Nazi Salute) Pointing finger – “do it or else” – negative gesture – used only on

animals in some countries. Finger and thumb squeezed together to make a point is less

aggressive and avoids intimidating the listener

Notes:__________________________________________________________________

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Arms tightly folded across the chest – defensive Chin down – critical / hostile Raised brows – submissive greeting Scratching the head – uncertainty or dandruff - sweating Continual hair touching or twirling – feeling uncertain or anxious Wink one eye - intimacy, persuasion Lift one eyebrow – disbelief Slap our forehead – forgot something Tap our fingers – impatient Lean forward – interested Lean back – not interestedNotes:___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Tight-lipped smile – I know something you don’t know – I won’t tell you.

Twisted smile - sarcasm Smile – I am not going to hurt you – I am your friend Holding hands together palms down over the crotch makes men

feel more secure when facing an adversary – look at sports during the national anthem before a match!

Arms folded across the chest – attempt to block out a threat or undesirable circumstance, feeling threatened

Partial-arm-cross, one arm across the body holding the other arm hanging at the side – looking for comfort, hugging themselves, lack of self confidence.

Hugging a handbag – forming a barrier, insecure One arm crossing in front of the body the table while sitting –

forming a barrier, insecure, NO Hands clenched together – person is holding back a negative or

anxious attitude, insecure – knows they are not believable.

One hand on top of the other, elbows on a table and chin on top of hands – presenting their face to be admired for courtship.

Holding hands behind the back – superiority, confidence, power Hands behind the back, one hand gripping the other arm –

attempt to keep from striking, frustrated

Notes:__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Thumbs represent strength of character and importance – a thumb display is an expression of authority and superiority

Thumbs protruding from a back pocket – trying to hide dominance

Pointing with a thumb – disrespect Arms folded with thumbs pointing upward – defensive negative

attitude. A finger over the mouth “Shh”- attempt to stop themselves from

saying something. Rubbing the eye – don’t want to look at something Ear touching – doesn’t want to listen, has something to say Scratching the neck – not sure they agree Fingers in the mouth – needs reassurance Hand supporting the head – BORED, extreme lack of interest Hand supporting head with one finger pointed up – negative

thought – not impressed Chin stroking, holding chin – going through the decision process Tip of finger on mouth, pen in mouth – stalling not sure, needs

more time to decide, doesn’t want to say now Head or neck rubbing – feeling of dread Slapping oneself in the head – punishing oneself Small eye pupils – negative mood, hiding something Large eye pupils – receptive, happy, attracted Looking away – submissive, Looking away and down – very submissive Looking around, darting eyes – searching for escape routes.

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A five year old will cover both hands to their mouth – but a teenager will simply place on finger on the side of their mouth like they are thinking. The brain instructs the body to cover the mouth to keep the lie from coming out. Adults control the gesture and will hide it with a touch to the nose – but hands to the mouth means deceit. When you lie, chemicals are released, causing tissue inside the nose to swell. Rubbing the nose can be a reaction to this process. Film analysis of Bill Clinton’s testimony to the grand jury on his affair with Monica Lewinsky found a grand total of 26 nose touches.

Try to avoid initiating a handshake. Let someone feel comfortable with you and see if they offer. Touching is sensitive and can signal dominance and control. If you have your hand facing down in the handshake you are signaling dominance – turn your hand up for trust and allow them to have the down facing position signals submission. Gaining the upper hand is taking up a position on the left side – this can also signal dominance. Unless you and the other person have a personal or emotional bond, only use a single-handed handshake and do not touch a part of their body with your other hand. Also, even if you feel comfortable with your arms crossed in front of you – the signal you send is negative. Avoid using this gesture at all in a business environment. A simple way to break the arms folded gesture is to give your customer something to hold – a pen, brochure, show them something on your desk and they will lean forward automatically putting themselves in a more open position. There is so much to hand gestures that I am not even going there. My advice – avoid using hand gestures and read the books. If a person has clinched hands – offer them a drink – this will help them to be more relaxed.Finally, smiling is always a great idea. Science has proven the more you smile, the more positive reactions others will give you.

Can you make a difference?

ALL Greatness comes from believing in yourself!You will only accomplish what you believe you can –

So BELIEVE & ACHIEVE GREATNESS!

Thank you for your time,

Toni Blake