Focusing entirely on what the customer is saying. You confirm understanding of both the content and the emotions underlying the message to ensure you understand everything accurately.
Why Is It Necessary?
- Helps you identify a win-win with the customer
- Your customer will feel heard and understood which builds CPR (Creating Personal Relationships)
- Ensures you present the right solution based on the customers specific needs
- Being distracted
- Waiting for your turn to talk
- Focusing on the sale and not the person
Three Keys To Success
- Listen twice as much as you speak
- Seek to understand your customer before your customer understands you
- Ask questions to help you better understand the wants and needs of your customer
How Do You Actively Listen?
- Put your discussion with your customer into broad statements "If I understand you correctly, your three decision factors are:"
- Nod your head and say things like "uh-huh, I understand, I see what you mean"
- Restate the message with fewer words. Paraphrase to get more to the point
- Bring vague information into clearer focus and restate what you think you heard to make sure things are clear between you and the customer