Being an active listener doesn't minimize your need to be clear, concise and persuasive. It simply improves your ability to perform those tasks to the best of your ability. Astute listening skills arm you with the tools you need to respond appropriately and become more successful. Below are four ways that you can improve your active listening skills.
Ask good questions and then listen carefully to the responses
Be sure to observe nonverbal communication, too, including tone, pitch, intonation, and energy level. Note body language to truly understand what your customers are trying to tell you.
Establish conversations where there is interaction between you and your customers
Ask open-ended questions. Listen to the responses. Respond by letting them know how you interpreted what they said to make sure you didn't misunderstand. Listen again and then ask another question that will help you address their wants. You'll not only get the information you need, but you'll also establish a relationship with a customer that has the potential to bring in future business.
Listen attentively
Customers want you to focus on them and tune in to their special needs. You can let them know you're listening by nodding from time to time or with brief spoken responses. If there's something you don't understand, don't act as though you do. Ask for clarification.
Don't let your mind drift off
Keep your focus; don't look around to see what else is going on near you. Don't worry about what you'll say next. That will happen naturally by responding to what the customer has to say. Work on solving customer problems and becoming the ultimate resource person for subsequent ones.
The best salespeople don't sell products or services - they solves their customer's problems. By asking open-ended questions, you can sometimes uncover issues the customer wasn't aware of and avert a problem before it occurs. That makes you a hero - a "go-to" person who can be relied on to not only solve, but avoid problems.
When you listen actively, you position yourself to identify and address customer needs productively and profitably. That's the stuff great salespeople are made of. And it all happens because you're a good listener.
Adapted from the article, "How to Build Sales by Active Listening," by Carol Dunitz, Ph. D. (www.ezinearticles.com)
