from my email:
Daily Sales Tip: Becoming an Active Listener
Active listening is making a conscious effort to hear your customer's words as well as to try and understand the total message being sent, both verbally and nonverbally. It requires you to listen not only with your ears, but also with your eyes. It's important to monitor your customer's body language gestures and look for congruency between words, posture, movement and tone of voice.
Are you able to stay focused on your customer or does your mind wander? By giving your customer your full and undivided attention, you're laying a foundation of trust and building rapport. Discipline your mind and put aside distracting thoughts. Each time you catch your mind starting to wander, "grab it" and immediately refocus your attention back to your customer. Show that you're listening by using your body language gestures to convey your attention. A simple smile or nod of the head conveys that you're listening without interrupting your customer's flow of thought.
The best salespeople have a tendency to listen like a homicide detective and ask great probing questions. They don't make assumptions, they summarize and seek clarity. An occasional question or comment to recap what has been said communicates that you understand the message. Until this is done, your customer will resist your input.
Source: Sales trainer/motivational speaker John Boe
Posts
No comments:
Post a Comment