When you interact with clients, they should be doing 70% of the talking, which means you're doing 70% of the listening. Listening is crucial for effective relationship building -it's the only way you'll learn what your prospect or client REALLY needs. Follow these tips for effective listening:
Prepare in advance: Focus on the client, customer, buyer, and give him or her the best listening-to they've ever had.
Take notes: Taking notes shows your interest in the client, customer or buyer's message, helps you stay in control of the call, and provides valuable data to review later or share with your team.
Screen out distractions: Imagine you and the client, customer or buyer are in a tunnel alone and all you can hear is each other. Think only of the message.
Limit your talking: You can't listen and speak at the same time.
Listen for content: Listen to the words. Don't respond to your stereotype of, or past history with, the buyer. Stop judging the style of delivery.
Prove that you listened: Once you believe the client, customer or buyer has said everything, paraphrase what you heard. It confirms that what you are about to say responds to what they really said, and the feel heard!
About the author: Judith is recognized for her skill in facilitating high-value results while empowering organizations to create increased profitability and high-quality relationships. Featured in ICFAI University's Executive Reference on Diversity Management, author of Engaging Leadership, and Keynote at International Conferences, winner of International Coach of the Year 2004 Judith@ponoconsultants.com (902) 434-6695