tuned in or tuned out to your client?
TRANSCRIPT
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April 21, 2016 | Marilyn Janas
Tuned In or Tuned Out to Your Client?
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Today, we communicate in a busy world
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Media
Texting
Information Overload
Multi-Tasking
Multi-Cultural environment
Barriers to good listening
technology
biastime
constraints
language noise
stress
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Result
Shorter attention span
More to accomplish in less time
Listening becomes even more challenging
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Why listen? It’s important in the context of business
We like people who are interested in us –
Our prospects and customers like people who are interested in THEM.
─ WIIFM-what’s’ in it for me?
─ Why is this important?
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Active listening as a skill
Listen with all senses
Communicate with your whole
self
Engage amd reflect
Allow the message to be
complete
Respond Appropriately
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Listening Strategies
Consistent in Principle
Sales Cycle: Environment and Scenarios Evolve
Engagement: Critical at every phase
Create Awareness
Develop Actionable Strategies
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Different Perspectives of Listening
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Relationship Development
Information Gathering/Understanding/Discovery
Collaboration
Solution Development
Negotiation
Relationship Development
Investment─ Time
─ Attention
─ Realize the Payoff
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Information Gathering: Desire to “understand”
Engagement: What it means to the sales process
Identify Problems─ Hear what is said
• What is apparent
• What is not apparent
• Questioning for additional information
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Solution DevelopmentWhat is the other person’s perspective
Engagement for “buy-in”
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Collaboration
Listening is a two-way street
Active listening promotes active engagement
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Negotiation
What issues need to be identified and agreed-upon
Validity of other person’s perspective
Communication of own perspective
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ACTIONABLE POINTS!
Restating and Reflecting
Giving Feedback
Probing
Minimal Encouragers
Validation and Emotion Labeling
Effective Pause and Silence
Redirecting and Summarizing
Consequence
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© 2016 ValueSelling Associates, Inc. All rights reserved.
Questions?
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