Active listening
This goes beyond just hearing what a customer says. It’s about understanding their needs, concerns, and motivations. Harvard down the process and even gives a cheat sheet for how to become a better listener.
Here are my takeaways:
Pay close attention to what the other person is saying. Validating others is a simple but effective way to show you’re engaged. If someone says, “I’m having a hard time recruiting qualified talent,” you could respond with, “I hear you. It’s a real concern for a lot of businesses right now. What have you been doing so far that you don’t feel is working?” This answer confirms that you’ve heard them and asks a follow-up question to get more information.
Ask clarifying questions to uncover other issues. The example above shows you afghanistan phone number list how to flesh out a response for more information and gain a deeper understanding of how the details and the bigger picture are related. Asking follow-up or clarifying questions can often lead to other selling opportunities you may not have seen initially.
Repeat what you’ve heard: For example, you could say, “What I’m hearing is that you’re looking for ways to improve your hiring practices to attract more qualified applicants. Is that right?” This shows that you’ve heard what they’ve said and gives them a chance to confirm, deny, or elaborate, all things that keep the conversation going and help you get to the crux of an issue.