[ tags Listening Actively, lắng nghe và thấu hiểu]
Sales Skill #2. Listening Actively
Listening carefully and with all your attention doesn’t just provide you with good information. It also allows you to better sense the customer’s true attitude and mood. Connecting with the customer in this fundamental way is the key element of turning a sales call into something more valuabe. Here’s how to hone this skill:
STEP #1: Know what to listen for. Selling is about the customer’s needs, not about what you have to sell. If you can’t find out those needs, you’ve got nothing to sell. So you need to be aware of the kind of things that prospect say which indicate they might be potential customer for you.
STEP #2: Ask strategic questions. Rather than open ended questions that are obvious (e.g. "What are your needs when it comes to widgets?"), ask strategic questions that invite the prospect to expound upon a situation. (E.g. "Tell me about how your company uses widgets–").
STEP #3: Don’t pounce. Customers are wary of sales reps who immediately start selling the minute there’s an opening. Actively listening means getting the entire story, thinking about what was said, and then taking the conversation to a deeper level.
STEP #4: Listen more than you talk. ‘Nuff said.
STEP #5: Pace the conversation. The average customer can listen to only three sentences before becoming overloaded. If you become an information fire hose, the customer will simply shut down and say "I’ll think it over" at the end of the presentation.
STEP #6: Sell to your customers the way you’d like to be sold to yourself. The golden rule, in other words… Listening carefully also allows you to better sense the customer’s true attitude and mood. Connecting with the customer in this fundamental way is the key element of turning a sales call into a sale.