Active Listening Flashcards
Be aware, and present
Be present and pay attention to them. don’t look away
Prospect will take you on tour of their world
Take notes. Prospect likes when you take notes
Use body language
Don’t think about what you’re going to say next
Be curious
Instant solution based answers are not good. People don’t like being told what to do. Instead ask prospect to expand on problem. (how its affecting them, tell me more?, how long has it been going on).
Keep my statements and solution at bay until appropriate. Let them surface their problems with my skilled questions. they’ll look at me as a trusted authority instead of sales person
Be acknowledging
Ask questions before making comments. turn statements into questions to understand how prospect feels before I make a statement
“so how did you feel about that”
“tell me more…”
Let me see if I understand that correctly…”
So what I’m hearing you say is….”
“I sense that might have made you upset, can you tell me more about that”
Verbal pauses
Sounds you make to let prospect know you’re listening
“tell me more about that:
Right
Uh huh
Interesting
I see
Hmmm
Is that right
Be silent and pause
Being silent puts you in control. allows you to become more open to prospects needs and feelings. prospect will become more open
Allow them to answer the question, do not interrupt. silence is golden
Be understanding
Listen to other person
Ask deeper questions
All without judgement and interjection
Gains more understanding from where they are coming from
They question their way of thinking and they reconsider their point of view. they consider your opinion and are open to change
Summary
Always ask “what do you mean”
Accept without judging. Don’t judge others by my reality
Don’t try to interpret what they are saying….ask more questions
Listening is a mode of selling (avoid talking about features and benefits too early in conversation, must wait until presentation time to do so.)
