Issue 7 of The Art of Listening
Three Key Listening
1. When you talk to customers use their language. The best place to start is to ask a lot of questions. They will tell you what you need to know.
Tip 2. Think of a customer rejection as an opportunity. Chances are what the customer initially says is not the real issue at hand. Once again, ask questions to ferret out underlying objections. If the customer says your fee or price is out of his or her price range, come right out and acknowledge you are asking for a premium fee or price. Don’t argue, just put it out there in a dispassionate manner.
Tip 3. During the course of your conversation with a customer or referrer, you might want to tell a brief happy-ending story. This is a real story, not one fabricated to impress the customer. The story should be as short as possible, probably not more than two or three minutes.
In this lesson, you learned the importance of using listening skills to build business relationships. You learned the value of asking questions and how to communicate without the use of jargon. And most importantly, you learned a structured approach to understanding your customers’ needs, which will increase customer satisfaction and result in more business for you.
Recommended reading: Critical Connections - The Step-by-Step Guide to Transform Your Business Through Referral Marketing by Evan Leepson, MBA