Posted on May 11, 2012 by Carol Enman
Listening can be one of the toughest skills to master, yet it is one of the most important skills to have. If you are not listening, you're not in touch with the world around you. Customers will define for you exactly what they need if you're listening.
Customers want us to know how to help them and what they fear. Some may not say it as clearly as others, or they may need help in defining their thoughts, but listening is the first step in the sales process. Asking questions, clarifying requests, defining and refining what they're asking for is step two. Once you've defined the needs, you can explain exactly what you can and can't do to help them and why, including what will work or not, given their expectations. This is the process of earning trust and respect and ultimately this is what allows us to close a deal.
Keywords: listening, leadership
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