Active listening, lucrative sales
Posted: Wed Dec 04, 2024 6:18 am
Selling is, above all, being able to listen attentively to your interlocutor to clearly identify their need, and provide the best solution to meet it. Active listening is the most basic sales technique for a company. The keystone of relationship marketing, active listening allows you to establish a relationship of trust with your prospect or customer so that they open up more. Discover our advice for active listening and thus boost your sales!
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The Importance of Active Listening in the Sales Process
Active listening is above all a communication technique developed by the argentina telemarketing data American psychologist Carl Rogers. Although this technique was not originally designed to address business issues, Carl Rogers defines it as a support technique, which allows the individual's barriers to be removed so that they can fully express their emotions and difficulties. It consists of putting yourself on the same wavelength as your interlocutor by adopting a non-directive attitude, focusing on them without influencing or putting pressure on them and being empathetic, understanding them from the inside.
This technique will ensure the best possible understanding of your interlocutor's message, but also show your interest and understanding.
The importance of switching to active listening is based on simple reasons. Simple or passive listening does not allow you to remain fully focused and available to your interlocutor. You therefore risk missing a lot of information. Active listening is a much more engaging and caring mode of communication. Taking the time to be in an active listening posture from the beginning of the conversation with your interlocutor will allow you to develop a strong relationship later on and facilitate the loyalty of your customer. Also, this practice will allow you to save time and avoid conflicts and misunderstandings.
The Practice: Active Listening Techniques for a Better Customer Experience
Active listening is not limited to rephrasing what your interlocutor says. But it requires adopting a posture of empathy and total openness to allow them to express themselves fully and be in control of the situation. They must feel that you are interested in them, without judging or directing them. The goal is to help them put the words together and thus develop an understanding of their needs, motivations and obstacles.
There are different techniques available to you to achieve this:
The welcome: you must consider your prospect / customer as the center of your attention, without expecting anything in return. The feelings of your prospect / customer become more important than the sales problem.
Synchronization: Adapt to your prospect/client’s speech and way of expressing themselves. Mirroring their mannerisms adds impact to the communication. Synchronization can be verbal, non-verbal, or para-verbal, and suggests to the client that you are in sync with them.
Silence: it is inseparable from empathy. It is therefore essential to never interrupt your prospect/customer. Your silence will allow them to relax and move forward in expressing their needs.
Reformulation: repeat what your interlocutor is expressing with this type of reformulation “so, you feel the need to…”. This will allow you to ensure that your prospect/client’s request is properly understood, but it will also allow them to confront their speech so that they can confirm or not their thoughts.
Questioning: Focus on open-ended questions like “What brings you here?” and avoid questions like
active_listening_lucrative_sales
The Importance of Active Listening in the Sales Process
Active listening is above all a communication technique developed by the argentina telemarketing data American psychologist Carl Rogers. Although this technique was not originally designed to address business issues, Carl Rogers defines it as a support technique, which allows the individual's barriers to be removed so that they can fully express their emotions and difficulties. It consists of putting yourself on the same wavelength as your interlocutor by adopting a non-directive attitude, focusing on them without influencing or putting pressure on them and being empathetic, understanding them from the inside.
This technique will ensure the best possible understanding of your interlocutor's message, but also show your interest and understanding.
The importance of switching to active listening is based on simple reasons. Simple or passive listening does not allow you to remain fully focused and available to your interlocutor. You therefore risk missing a lot of information. Active listening is a much more engaging and caring mode of communication. Taking the time to be in an active listening posture from the beginning of the conversation with your interlocutor will allow you to develop a strong relationship later on and facilitate the loyalty of your customer. Also, this practice will allow you to save time and avoid conflicts and misunderstandings.
The Practice: Active Listening Techniques for a Better Customer Experience
Active listening is not limited to rephrasing what your interlocutor says. But it requires adopting a posture of empathy and total openness to allow them to express themselves fully and be in control of the situation. They must feel that you are interested in them, without judging or directing them. The goal is to help them put the words together and thus develop an understanding of their needs, motivations and obstacles.
There are different techniques available to you to achieve this:
The welcome: you must consider your prospect / customer as the center of your attention, without expecting anything in return. The feelings of your prospect / customer become more important than the sales problem.
Synchronization: Adapt to your prospect/client’s speech and way of expressing themselves. Mirroring their mannerisms adds impact to the communication. Synchronization can be verbal, non-verbal, or para-verbal, and suggests to the client that you are in sync with them.
Silence: it is inseparable from empathy. It is therefore essential to never interrupt your prospect/customer. Your silence will allow them to relax and move forward in expressing their needs.
Reformulation: repeat what your interlocutor is expressing with this type of reformulation “so, you feel the need to…”. This will allow you to ensure that your prospect/client’s request is properly understood, but it will also allow them to confront their speech so that they can confirm or not their thoughts.
Questioning: Focus on open-ended questions like “What brings you here?” and avoid questions like