In this extremely funny scene from the movie, “Love Actually”, we find a great example of how NOT to mimic your customer. Lately in class we have been discussing mimicry and relating to a customer in a positive way, whether it be matching their energy, lack of energy, time sensitivity, ect… it is important to relate to the customer. In this scene we see a clear example of a lack of relation from the sales person toward the customer.<\/p>\n
Right from the start of the encounter it is easy to tell that the customer is looking to make this a quick purchase and is wanting to leave. His body language is clear, he is looking around, almost bouncing up and down waiting and waiting to get going as soon as possible. The customer even says, “Could we be quite quick?!” knowing that the sales person was taking their time; however, the sales person is oblivious to the time preference of the customer. The sales person continues to try and sell the customer, not picking up on the fact that the customer didn’t want\/need the flash, he just wanted the raw product. Because of all of the flash and dressed up sales the sales person loses the sale that he so instantaneously had.<\/p>\n
The lesson that I take away from this video is that you can prepare an entire pitch and dress up, but at the end of the day if the customer wants the product quickly, be simple. Match their level of energy and time sensitivity and be practical. This video goes perfectly with what we have been discussing in class. Mimicry is a very important skill to learn and it requires being observant of your customer, picking up on their body language and social cues.<\/p>\n