How to Improve Your Listening Skills

The old adage that, “We have two ears and one mouth, please dear lord let us use them in that ratio” has never been more relevant, particularly for those involved in sales. 

In the selling and advising professions the art of listening is critical to success. As consumers become more savvy about product and technical issues they will also become more attune to be better listeners too.

What good is asking well constructed probing questions if you don’t really listen to the answers? 

Good listening is good relationship building. Good listening will help you to learn more about your clients, customers and prospects. 

When you ask effective questions you get time to not only listen, but to think about the answers given to you. It also means your prospect is doing the talking. 

Which of the following bad listening and communications faux pas’ are you guilty of? 

·        You spend more time talking than listening 

·        You frequently interrupt 

·        You don’t write the answers down 

·        You hardly say anything or respond non-verbally during conversations – you don’t give the speaker feedback that you are listening 

·        You jump in and finish someone else’s sentence 

·        You divert conversations from what the speaker is saying to what interests you 

·        Most of your conversations focus on you 

·        You frequently daydream or are easily distracted when others talk 

·        You plan your response while the speaker is still talking 

·        You’re quick to provide advice, even when not asked 

·        You interrupt slow speakers using the excuse that they need to speed up 

·        You ask so many questions that speakers cannot convey their thoughts in the time frames you have for the interview 

·        Customers take their business elsewhere and you don’t know why 

·        You make judgments about what is said before the speaker has finished 

·        You like to answer a question with a question 

·        You fidget a lot or are easily distracted during a conversation 

·        You don’t ask well constructed questions 

·        You don’t know the seven type of questions in the sales process

Here are some listening mistakes that sales people need to be aware of.

1. Don’t do all the talking.

If you’re talking, your customer isn’t. Let them express their views, opinions, fears and impressions.

2. Don’t interrupt when others are talking.

It’s rude. Plus, if you interrupt your customer before they are finished, you’ll never know the things they were in the process of telling you.

3. Don’t start to argue or take exception before the person is finished talking.

Hear them out and then ask questions rather than being judgemental. Leave your personal opinions aside from the dialogue.

4. Don’t digress too much with your personal stories.

The customer is interested in themselves and what your product/service can do for them. They may not necessarily be interested in you.

5. Don’t finish sentences for people.

It causes frustration and friction on behalf of the other person. You’ll learn more by listening than surmising.

6. Don’t wait impatiently for someone to finish so you can interrupt.

You can’t listen effectively when you’re thinking about your comeback.

7. Don’t work too hard at maintaining eye contact.

You need to look away regularly to relieve the tension.

8. Ask more questions instead of just making statements

People answer questions. They believe what they say. But they may not believe your statements!

9. Smile and gently encourage people when they answer

When they speak they believe what they are saying. Nod gently in unison with people as they talk to you. Smiling encourages people to continue.

10. Remember what people say

By mentally filing away the answers people give you, you can recall them later to help move the sale along or even to help you close

How To Employ Active Listening when presenting

 What is meant by “active listening”?

Active listening means putting actions, affirmative words, positive phrases and proactive gestures into your listening. It involves asking the right questions and taking the time to write the answers down.

When you are presenting it involves affirmative actions such as:

- Good Eye Contact

- Quietly Nodding

- Open Hand Movements

- Moving Quietly

- Asking Permission To Ask Questions

- Sitting Still

- Smiling

- Leaning Forward

- Being Courteous

- Waiting For Answers

- Being Patient

- Asking Permission To Take Notes

- Taking Brief Notes Of Answers Given

- Allowing For Periods Of Silence

- Asking Clarifying And Open Ended Questions

- Summarizing What’s Been Covered

- Asking Permission To Move On

- Never Assuming Anything

- Thanking People For Their Comments, Opinions And Suggestions 

This article is reprinted with permission from Jim Prigg CEO and founder of Knowledgemaster International (KMI) Pty Ltd. KMI is an online resources company that delivers practical communications, interaction, sales and soft skills tips, tactics, techniques THAT WORK. 

Learn more about winning business programs by calling Jim at mobile 0408 520453 or [email protected]