Success Is Based On How Well We Listen

I’ve talked about this before but it never gets old –

Success is based on how well we listen. How often are you finding yourself thinking about what you’re going to say next rather than listening to what your customers are saying to you? Frequently? I know I’m guilty but working on changing that every chance I get.

“To listen is to continually give up all expectation and to give our attention, completely and freshly, to what is before us, not really knowing what we will hear or what that will mean. In the practice of our days, to listen is to lean in, softly, with a willingness to be changed by what we hear.”

Mark Nepo

“The greatest compliment that was ever paid me was when one asked me what I thought, and attended to my answer. “

Henry David Thoreau

Here are some helpful suggestions taken directly from Todd Knutson and his blog on New Business Intel Blog:

1.       Eliminate Distractions

a.       Turn off your cellphone

b.      Turn away from your computer monitor unless you need it

c.       Turn away from your desk or clear it

2.       Focus

a.       “Student mentality” – be curious and open

b.      Your prospect gets 100% of your attention

3.       Keep Prospect Talking

a.       Short, positive prompts such as “then…?”, “And…?”, “Oh?”

b.      Open-ended questions to expand conversation

c.       Closed-ended questions (Would, Did, Do, Can, Is, Would, Are) prompt specifics

d.      Restate, paraphrase in your own words

e.      Probe for deeper info. “What do you think would happen if…?”

f.        Allow silence! Give your prospect time to think and talk, slow down the conversation

g.       Summarize

4.       What NOT to do

a.       Interrupt

b.      Advise to soon

c.       Patronize (eliminate “I know how you feel”)

d.      Dig too deep too soon

For business it’s really simple: “The person talking is the person buying.”  I’ll be quiet now. Please talk to us!