Reading body language is crucial in how we understand one another. Understanding our client’s nonverbal cues will enable us to use it to our advantage when approaching them with a sale.  

Lim Meow Lih, a nine-year MDRT member from Malaysia with three Court of the Table and two Top of the Table qualifications, breaks down some of the more common positive and negative body language.  

Lim believes that reading and interpreting a client’s body language will help financial advisors pick up on concerns or feelings that go unaddressed. She added that there many types of positive and negative body language that clients can and will portray and it is important that financial advisors take note of both voluntary and involuntary physical postures and movements. 

Positive body language  

Lim explains that positive body language we can take note of from clients would be greeting with a firm handshake, maintaining good eye-contact, listening attentively, relaxed facial expressions, sitting upright and open or relaxed arms. Simple gestures like these show that your client is interested in what you have to say and suggest a willingness to communicate.  

“When you notice clients listening attentively to you, they would often ask questions along the way, nod their heads as you speak and follow the pace. This is a sign that they are paying attention as you present,” Lim said. 

Financial advisors should anticipate favorable results with the help of these positive body language signs. Lim also said that financial advisors should ask for a close right away and not delay the process when they note a client understands and approves their plan. 

Lim shares her own experience on how she handled a client who was listening to her presentation. “I met a client who listened to my presentation, and asked questions along the way. Then when it came to purchasing a premium, he was relaxed and had no objections. I deducted he accepted my proposal and proceeded to close the deal. This showed that the client was paying close attention to my presentation and is interested in what they can benefit from my proposed plan,” she says. 

Negative body language 

Lim also shares a variety of negative body language behaviors from her clients. These include tense facial expressions, continual gazing at the time, crossing their arms and reclining back in their chair. “Crossed legs, especially when they point away from you, might suggest that your client feels uncomfortable with the direction the session is going. Feet tapping or leg shaking can indicate restless, boredom or even irritation.” 

As financial advisors, we should be aware of these actions because they are considered unfavorable body language and your client would be less receptive to what you are proposing to them, so we need to decide what to do next.  

Other examples of poor facial expressions that Lim has encountered with clients include those who don't smile and present a stiff, stern countenance. Also, clients who have a habit of checking the time continuously show that they are impatient and not in the mood to talk about any plans. "Actions speak louder than words carry a lot of truth," Lim continues. She believes that actions convey more, in a way that words can’t. 

From Lim’s experience, when faced with a client with a negative posture, she advises not to panic and halt the presentation. Instead, ask the client directly and politely, “Have I presented something that you might not be interested in? Is my proposal unable to solve your concerns regarding your financial needs?” or “Is there something else on your mind?” She explained that by doing so, it will help us understand more about why the client does not seem engaged in the presentation. Moreover, it allows financial advisors to save some time as they would be able to solve clients’ needs and wants in the shortest amount of time.  

“It is important to notice our clients’ body language as it tells us their state of mind. It prompts us to think about our next step. Identifying the body language of clients in a way helps us as financial advisors be more proactive,” Lim explains.  

As a final tip, Lim reveals that mirroring body language can help build rapport with your clients. “You can do this by smiling when they smile or laugh when they do. Also, you can walk and talk at the same pace as your client. This will make them feel at ease and feel like they are not being pressured.” 

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