Sales reps and account executives should be trained and know about how to interact with customers and prospects. Here are some reminders.
- We have two ears and one mouth. We should use them in that proportion.
- Listen and watch for cues for when the other person is pausing to gather a thought and when they have completed the thought.
- There is no “I” in team. It is about hearing, understanding and meeting customer needs. It is not about what you want to sell.
- He who speaks first loses. Not always, but interesting advice. Don’t speak to fill dead air. Let the other person articulate their objections or perhaps their acceptance to the sale.
- If one customer touch is good, then 10 must be great. It is so easy to e-mail or text these days. Don’t use that as a crutch to “be in your customer’s face.”
- Check in with me later. Is it really later or never? Time in fungible. We do not get it back. Is that person a real prospect, a suspect or a waste of time?
Listening is one our five senses. When interacting with customers or prospects it is the most important one.
That’s it for me. Over to you.
- What tips do you have for listening to customers?
- How do you “read between the lines” about what the prospect is really saying?
- What percent of the time is your customer speaking during your conversations?