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How can you help your team members improve their active listening skills?

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Active listening is a crucial skill for sales professionals, as it helps them build rapport, understand customer needs, and overcome objections. However, many salespeople struggle to master this skill, or fail to apply it consistently in their conversations. As a sales leader, you can help your team members improve their active listening skills by following these six steps.

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Tim Lubrant

Sound Extraordinary | Digitalisierer | Wirtschaftsjunior | Lasst uns die Welt besser klingen!
Abdul-Rahman Aly

PHARMACEUTICAL SALES PHARMACEUTICAL MARKETING Expert. TRAINING is my PASSION. PEOPLE DEVELOPMENT. CUSTOMER…

1 Assess their current level

Before you can help your team members improve their active listening skills, you need to know where they stand. You can do this by observing their calls, reviewing their recordings, or asking for feedback from their customers. Look for signs of active listening, such as asking open-ended questions, paraphrasing, summarizing, expressing empathy, and avoiding interruptions. Identify their strengths and weaknesses, and provide constructive feedback.

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Tim Lubrant

Sound Extraordinary | Digitalisierer | Wirtschaftsjunior | Lasst uns die Welt besser klingen!
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To gain your own insight into where you stand, you can ask your closest contacts for open feedback. For self-reflection, it is also important to realize what you have been paying attention to in your conversations with family, friends, customers and colleagues. Can you still describe the connections, needs and challenges that were communicated to you? If this is not the case, you can work on yourself.

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2 Set specific goals

Once you have assessed their current level, you can help your team members set specific goals for improving their active listening skills. For example, you can ask them to increase the number of open-ended questions they ask per call, or to reduce the number of times they interrupt the customer. Make sure the goals are SMART: specific, measurable, achievable, relevant, and time-bound. Track their progress and celebrate their achievements.

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3 Provide training and resources

Another way to help your team members improve their active listening skills is to provide them with training and resources. You can organize workshops, webinars, or coaching sessions where you teach them the principles and techniques of active listening. You can also share articles, podcasts, videos, or books that cover this topic. Encourage them to learn from each other, and to seek feedback from you or their peers.

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Tim Lubrant

Sound Extraordinary | Digitalisierer | Wirtschaftsjunior | Lasst uns die Welt besser klingen!
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Training can provide support, but I consider active listening to be indispensable in sales. If this is not done by the salesperson, it should be discussed in order to promote understanding and so that the employee sees this for themselves and actively learns.

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4 Model active listening

As a sales leader, you have the opportunity to model active listening for your team members. You can do this by applying the same skills you want them to develop in your interactions with them. For example, you can listen attentively to their concerns, ask clarifying questions, reflect their emotions, and summarize their main points. By doing this, you can show them the benefits of active listening, and inspire them to follow your example.

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5 Create opportunities for practice

Practice makes perfect, especially when it comes to active listening. You can help your team members improve their active listening skills by creating opportunities for practice. You can do this by assigning them mock calls, role plays, or simulations where they can apply their skills in realistic scenarios. You can also encourage them to practice active listening in their everyday conversations, both at work and outside of work.

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6 Reward and reinforce

Finally, you can help your team members improve their active listening skills by rewarding and reinforcing their efforts. You can do this by acknowledging their improvements, giving them recognition, or offering them incentives. You can also provide them with ongoing feedback, support, and guidance. By doing this, you can motivate them to keep working on their skills, and to achieve better results in their sales performance.

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Tim Lubrant

Sound Extraordinary | Digitalisierer | Wirtschaftsjunior | Lasst uns die Welt besser klingen!
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The salesperson already rewards himself when he realizes that active listening already improves his private environment, but also his professional one. At work, customers and colleagues in particular will reflect positively on active listening and sales targets will certainly be improved and achieved more quickly.

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Marty Hughes

Customer Service Representative @ Chenega | Confident Communication, Critical Thinking
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First, we’ll play a game of ‘Telephone’ to assess their current level. If the final message is ‘Purple Monkey Dishwasher’, we might have some work to do. Next, we’ll set goals. Maybe Bob can aim to only interrupt customers when they mention aliens. We’ll provide training, like watching reruns of ‘Frasier’ to learn empathy and wit. As a leader, I’ll model active listening by repeating everything they say back to them in a dramatic Shakespearean style. We’ll practice with a game of ‘Charades’ where they can only ask yes/no questions. Finally, we’ll reward progress. If they can make it through a meeting without interrupting, they get a gold star… or maybe a doughnut!

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Abdul-Rahman Aly

PHARMACEUTICAL SALES PHARMACEUTICAL MARKETING Expert. TRAINING is my PASSION. PEOPLE DEVELOPMENT. CUSTOMER CENTRICITY. CREATIVE THINKING MINDSET.
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It would be helpful for my team To coach and imitate. But Sometimes the formal way of deliver the skills training. Make the subordinates and employees. Not enthusiastic to complete. I'm always Select a real working live event Happened. And starting replay it again With each other. So we can increase the level of LISTENING TO REACH THE ACTIVE TYPE OR MORE EVEN TO REACH THE EMPATHETIC TYPE OF LISTENING.

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How can you help your team members improve their active listening skills?

1

2

3

4

5

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7

1 Assess their current level

2 Set specific goals

3 Provide training and resources

4 Model active listening

5 Create opportunities for practice

6 Reward and reinforce

7 Here’s what else to consider

Sales

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How can you help your team members improve their active listening skills?

1

2

3

4

5

6

7

1 Assess their current level

2 Set specific goals

3 Provide training and resources

4 Model active listening

5 Create opportunities for practice

6 Reward and reinforce

7 Here’s what else to consider

Sales

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