"Training must not be controlled, but instead be completely free play...in a simulated environment in which [agents] can discover for themselves that [selling] is not a series of canned problems with a limited range of responses, but a human encounter where unexpected always happens and flexibility is key." — Col. David H. Hackworth, U. S. Army (Ret.)

“KASH”

The objective of sales training is to help salespeople develop Knowledge, Attitudes, Skills and Habits—KASH-- they need to meet their production goals.

To put it simply — Knowledge is what they need to know; Attitudes are their outlook about career and themselves; Skills are what they need to do, and Habits are behavior patterns they must develop to meet their performance standards. As philosopher Roethke, observed, "I learn by going where I have to go." So sales training must be a practical, hands-on learning experience, not an academic exercise. Salespeople, especially new producers and those in pre-contract training, must learn by doing; and they should be taught by demonstration, not just out of a book.

That’s why best sales trainers and sales managers are former producers who can show how it's done; who know what they're looking at when they observe trainees in action; who have solid opinions, and who can give meaningful feedback.

Because body language is often subconscious, it's more spontaneous and less controlled, and shows our true feelings and attitudes. "Our nonverbal messages often contradict what we say in words," says Jo-Ann Vega, president of JV Career and Human Resources Consulting Services in Nyack, N.Y., "When we send mixed messages or our verbal messages don't jibe with our body statements, our credibility can crumble."

People tend to believe non-verbal.

Body language works both ways, of course. So learn to read signals prospects and clients are sending during interviews. Here’s rundown of common types of body language and nonverbal communication, and what they can mean. I say “can” mean because there are not always hidden meanings behind every gesture. If a client rubs her forehead while you're speaking, for example, she may just have an itch.

Body Language Tips You Can Put to Test

Here’s a rundown of some nonverbal cues that can maintain your credibility and professionalism--and just might save your day!

Make a Confident Entrance – Get down to business minute you walk into a prospect’s home or business. Don’t rummage through your briefcase or pour over papers if you have to wait a few minutes (read a magazine, instead). Shake person’s hand firmly (that goes for both popular genders), and take charge of yourself by choosing most appropriate-seeming chair and being seated without waiting to be asked.

Watch Your Distance -- Prospects and clients may be uncomfortable when their personal space is invaded. Outgoing types like keeping a 20-to-50-inch zone around their bodies, while introverts prefer more space. Until you know otherwise, give people plenty of room, but lean in to make key points or display self-confidence.

Maintain Eye Contact – Secure people with high self-esteem match their facial expressions to their message, rather than always wearing same one. Smile and maintain eye contact to project openness, sincerity and honesty (without staring, which can be intimidating); looking down and sketchy eye contact implies lack of confidence.

Pay Attention to How You Speak – Slipping over to verbal, use a natural tone and stick to your normal speaking volume, rate and rhythms. Secure SBOs and professionals have relaxed, well-modulated voices that let them express enthusiasm and interest. Speak in simple, straightforward sentences, avoid clearing your throat, using "ah" and "um" or other vocal ticks that are signs of nervousness or being over-rehearsed.