The group either got lazy in chapter 6 or the fact that most sales training addresses the pieces and parts of Debbie’s 3 Major Components of Communication made everyone less jazzed about choosing an action item. Our conversation covered one of my favorite topics:
conversation vs. interrogation
and we all quoted pg 97s Guidepost 18 “Strive to communicate what you have to offer so clearly that customers who aren’t a fit will recognize it.”
Now on to chapter 7 – perhaps the most important chapter to have action items for! Listening
On page 104 you see “Learning to listen means learning the patience to be quiet”… patience & being quiet – neither are things salespeople are known for.
Debbie’s definitions of the 4 types of listeners was eye opening:
- scavengers; looking for scraps of information, to help decide their next thing to say
- attention-challenged; this actually reminded me of a shirt that we got for our friend Steve which says ‘They say I have A.D.D. they just don’t understand… Oh look, a chicken!’
- literal; listen and acknowledge exactly what is said, not what is between the lines
- empathetic; genuinely care, leave ample silence to allow clients to complete their thoughts
Here are the things we decided to do for the next two weeks to improve our listening skills:
- have a blank outlook email open to take my notes with ONE conversation per (even in my notebook)
- remind myself the people I’m talking with don’t necessarily know ANYTHING and find a way to ask questions to gather more info
- minimize outlook and NOT look at other emails while on the phone
- STOP interrupting… and try using the mute button to do it for the whole day.
- learn when to stop talking and let THEM talk
Lynn’s side note: mine is #3 and the first day I kept catching myself clicking and wanting to multi-task. When I left for the day I felt awesome and looking back it was because of the quality conversations I had all day long. Coincidence? I think not!
What are you willing to do to improve your listening? Scroll down, register, log in, and let us know.