Cheap Flight To Shanghai - How Empathic Listening Can Help Build Long Lasting Customer Relationships

Myself included. I knew effective listening was one of the hardest skills for many sales people, having been a sales trainer in several organizations. I was intrigued. He was talking about the principal and how it had helped several sales people make more sales. I first heard the term Empathic Listening many years ago at a Stephen Covey workshop.

In most sales training programs, and least utilized skills, listening is one of the most important. Certainly not product knowledge. What helps you understand what's going on in your customer's world? But no one teaches you how to listen. And enough information to be dangerous; amazing features and benefits… we all leave training armed with product knowledge….

The customer certainly knows who listens to their concerns. It's about you and your agenda, it's because the call isn't about them… if you keep speaking trying to get them bought into your agenda. They know you're listening, if you are trying to understand what your customer is telling you. See the difference? Empathic listening is listening with the intent to understand the person you're talking to. Most people listen to be understood by the person they're talking to. Empathic listening takes listening to a completely different level.

Information gathering' conversation with someone who isn't listening; it's much easier to reschedule than to try and have an ‘. This simple question tells your prospect you respect their time and have empathy for their situation. ' You never want to try and have a conversation with someone who is distracted. Is this a good time for you to talk, ‘ always ask, if you do a lot of customer interaction on the telephone, for example? There are some simple ways to use this in you everyday business. It's about finding a way to get in a person's frame of reference.

It also signals that you're ready to listen. This is a non-threatening way to open a meeting. Do you mind if I ask you a few questions', ‘ a good way to open the conversation is with the question, if you do a lot of face to face customer meetings?

Susan Adams

He was on a customer visit with a member of his sales team. He is a VP of Sales in a large corporation. A recent conversation I had with a friend illustrates this point. The easier customer relationships will become, the better you get at listening.

' Which is why I wanted to speak with you. Doesn't listen, by the way, your sales rep. I can't tell you how much I appreciate that. I really feel like you listened to me, ‘ he also commented. The customer pulled the VP aside and thanked him for coming, after the meeting. The customer had a lot of complaints and wanted to voice them to someone in authority.

His sales rep wasn't up to the task, unfortunately. It's the fact that he listened that was important to the customer, even if the ultimate answer was that the problems would take a while to solve. He validated the customer's concerns, by listening. The customer just wanted someone to listen.

Imagine the relationship you can develop with a customer who believes you have listened to his concerns and acted accordingly! How do you ever understand the needs of your customer if you aren't listening, ask yourself?

Do you have a few minutes to discuss this with me'? Then we'll review the proposal I made, when you feel I understand your situation. I would like to understand your current concerns regarding the recommendations I've made, ‘ how can it hurt to ask, and don't know why, if you're losing a deal. I doubt it. Is anyone teaching you how to put yourself in your customers' shoes? And never get around to such a basic idea, most sales seminars are focused on some new process. I don't believe listening was ever mentioned, in all of the sales training I've taken through the years.

And be able to provide solutions that involve your product or service, maybe you'll discover some hidden needs. Spend more time listening and less time talking and your sales calls will go a lot more smoothly. We have 2 ears and one mouth for a reason.

All by listening. You've created more value for yourself, instead of having to discount price or give something away. And have brought them back to the negotiation phase of the sale, you've taken a customer who was ready to walk away. You can move forward with addressing any objections, once you understand. Your goal is to understand their position, remember. Doesn't mean you are agreeing with their position, just because you empathize with someone. Sympathy is the expression of an emotion. Walk in your customer's shoes'; empathy allows you to ‘. It's always important to remember that empathy is not the same as sympathy.

Susan Adams

I've always believed that if I had a good product that was competitively priced then what tips the scale in the deal would be likeability. It's true. People buy from people they like', ‘ it always sounds corny to say.

I can't imagine someone disliking a sales rep that took the time to really listen to his or her concerns. Listening can create rapport with a customer in a way that nothing else can. And listening is something that makes you likeable.

You just need to start listening. It's your job to hear your customers. Heard', just so your customer feels ‘ don't end up being the person who has to have a VP come visit. Listen to your customers and really try to understand what they might be trying to tell you. I suggest making an effort to use empathic listening, if you're looking for a way to improve your skills as a sales professional.

Susan Adams [http://www.susanadamshome.com]