In this episode of The Art and Science of Complex Sales, Paul Fuller sits down with Julie Hansen, sales trainer, former actor, and author of Look Me in the Eye. Julie shares her journey from media sales to acting and how her performance background shapes her sales training today. Together, they explore how salespeople can build trust through the camera, why presence matters more than perfection, and how to rethink virtual communication as a strategic asset rather than a limitation.

Mastering Relationships Through Virtual Communication (9:26)

Julie explains that building meaningful relationships remotely requires different rules than in-person selling. Sellers must intentionally convey trust, competence, and genuine interest, traits that are much harder to project on camera. The key, she argues, is not to replicate in-person behavior but to adapt to the medium. Without these adaptations, even skilled sellers risk coming across as distant or disengaged.

Building Relationships Through Eye Contact (17:39)

In one of the most practical insights of the episode, Julie emphasizes eye contact as the fastest way to build trust virtually. She cautions against common distractions like checking self-view, multitasking, or over-focusing on content. Instead, she urges sellers to anchor themselves in the moment and be fully present by using the camera as a conduit to connection, not a barrier.

Mastering Virtual Engagement and Communication (24:10)

Julie dives into how sellers often misread their audience during virtual calls due to a lack of feedback cues. She introduces the idea of "Resting Business Face", a neutral or blank expression that can be misinterpreted as disinterest. Rather than overcompensating with constant check-ins, sellers should learn to read clusters of behavior and maintain their presence regardless of external validation.