Microexpressions are subtle facial shifts that reveal someone’s emotional state. It might be a quick downward glance or furrowing of the brow. A prospect’s face reveals information their words may not. It’s up to you to pay attention so you don’t miss those quick flashes of emotion.

Sam Barry, the SVP of sales at Braintrust, says microexpressions are universal across cultures, genders and backgrounds and they fall into 7 basic emotions. In sales, microexpressions may signal positive emotions, like excitement or agreement. Or, they could reveal unspoken objections or skepticism. The key, he says, is to recognize them and respond appropriately. In this issue of PromoPro Daily, we share Barry’s thoughts on some common microexpressions to watch for.

What Salespeople Typically Miss
According to Barry, many sales reps over-index on words and miss nonverbal cues entirely. This becomes even more of an issue on virtual calls where distractions are high and video quality can mask subtle shifts. He says sales reps may miss signals of confusion because the prospect is smiling politely or they may not notice a flash of skepticism when pricing is mentioned. Or, they could overestimate interest because the other person nods reflexively. Make sure you pay attention to:

  • A furrowed brow, which could indicate confusion or concern
  • A lip press, which might mean the prospect has an objection they’re not yet verbalizing
  • A nose wrinkle, which Barry says could mean the prospect dislikes an idea or how something is framed
  • A quickly raised eyebrow might signal that the prospect is pleasantly surprised by something or that they just heard something they didn’t like
  • A one-sided mouth raise, which could indicate skepticism or dismissal
  • A microsmile, which means you’ve hit a value point and your message resonates

How to Respond in Real Time
Recognizing microexpressions is only half the skill, Barry says. What really counts is how you respond. The goal isn’t to confront the emotion directly, he says, but to surface it gently with curiosity. For example, if you notice a flash of skepticism, you could say, “I’m sensing this may not be aligning perfectly yet. Can we pause there? What’s on your mind?”

By paying attention to microexpressions, like a lip press or a small smile, you can learn what prospects are thinking even when they don’t say a word. This, according to Barry, is next-level, emotionally intelligent selling.

Compiled by Audrey Sellers
Source: Sam Barry is the SVP of sales at Braintrust, a communication skills-based consulting firm.