When your Customers are Talking

It’s Time to Listen  

The single biggest complaint of customers is that salespeople talk too much and don’t listen enough. Poor salespeople dominate the talking, while successful salespeople dominate the listening.

 

It’s possible for you to talk too much, but it’s rarely possible to listen too much.

 

When salespeople are excellent listeners, prospects and customers feel comfortable and secure with them. They buy more readily and more often.

 

Why Salespeople Stop Listening

Salespeople have a lot to say because they’ve developed so much expertise. However, the fastest way to irritate a prospect is by talking too much and listening too little. Furthermore, salespeople have listened to the customer’s side so often, they can predict what the customer will say. Result: They learn less about customers’ changing needs than an effective listener would uncover.

 

Benefits of Good Listening

Listening builds trust. The best salespeople are concerned with customer needs and help them purchase products or services in a cost-effective way.

Listening lowers resistance. It reduces tension and defensiveness on the part of customers who realize they aren’t going to be pushed into making a purchase.

 

Listening is Not Hearing

Listening is different from hearing. Hearing is what people do when a bore starts talking. Listening is an active activity in which salespeople pay genuine attention to what customers or prospects say.

 

 

 

 

Here are some tips that help promote active listening:

1. Show that you’re listening by giving short verbal feedback phrases like, “I see” or “Go on.” Nod your head. Use body language to show the customer you’re interested in what’s being said.
2. Don’t interrupt. Ideally, the only time you should break up the customer’s conversation stream is if you need clarification on what’s being said.
3. Avoid distractions. Focus your attention on the prospect or customer in a calm, relaxed atmosphere.
4. Restate. This is repeating verbatim all or part of what a customer has said while placing emphasis on one part of it. The main purpose of restating is to get prospects to give more information and to let them know you are listening. Additional information can be the difference in making a sale or not.
5. Ask pertinent questions.If you understand correctly, the customer will agree. If not, he or she will have a chance to clarify.
6. Summarize. Active listening involves mentally summarizing points that have been made. Try to state these brief summaries at key moments in your presentations. Summarizing also lets you take charge of the direction of the conversation.
7. Try to avoid arguing.A good listener is there to find out what the customer thinks and where she or he is coming from. If the customer wants to hear your opinion, he or she will ask. Otherwise, it’s a good idea to remain silent, especially if a customer is venting.
8. Empathy is key. The way we do this is by mirroring one another’s behavior and language. Use the same words your customers do, in the way they use them, so they are assured you really understand their problems.
9. Simplifying terms for self-service. If you want to help customers help themselves, don’t be fancy with the language. Drop the brand voice and mimic your customer’s approach.
10. And the best advice of all…Remember the golden rule of listening. It’s possible to say too much. It’s rarely possible to listen too much.