Tune In First
Everyone continues letting you know how important it is to pay attention to your customers. You’ve been advised that forever. But I assume you weren’t tuning in since you aren’t doing it. Many of you are anxiously beginning the selling stage before you’ve even listened to your buyer. Which is a huge error in judgement. It is important to listen to them – honestly hear them – close your mouth and listen up. Look at them. Nod. Don’t talk. I repeat – you should not talk. When you talk you aren’t tuning in. Keep your pie hole shut for long periods. It’s painful, I recognize. But it really will undoubtedly be worth it.
Focus on what they’re revealing. Pay attention to what they’re saying, and even more, the things they aren’t. Listen closely for unspoken objectives. Listen to their needs, their challenges, their situations, their stumbling-blocks. When they wish to discuss their dog, permit them to speak about their family pet. You aren’t simply a sales rep , you’re a problem solver and you can’t solve things until you listen closely. And too often what you think is their problem is in no way their predicament.
Understand what question to ask so you can get them started. Mine is easy: Tell me about your meeting and the folks in your audience. That’s all I have to say.
Sometimes it is useful to repeat for them what you clearly listened to them say. This impresses them because it indicates genuinely paid attention, also it provides you with an opportunity to ensure that what you interpreted is what they really said. Attentiveness is the most vital element of the connection with your potential customer. People wish to know they are listened to. (This really is the most important element of customer care.)