Sales Training Advice for Better Questioning and Listening

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6 Secrets You Can’t Afford to Ignore
 
One of the most powerful skills (and sometimes the hardest) is truly listening to prospects and customers (and anyone else for that matter.)  Or, as Stephen Covey, author of the 7 Habits of Highly Effective People would say, “seek first to understand then to be understood.” 

In other words, get off your own agenda if you want to win more business!  Your goal – especially in a sales situation is maximum, mutual understanding. 

Here are 6 secrets you can’t afford to ignore if you want to truly stand out in the eyes of your customer or prospect.

1. Ask if it’s okay to ask questions.

Susan, can we take a few minutes for questions if it’s okay with you?  I’d like to make sure I understand your key priorities.  I'll also make sure to give you time to ask me questions so we can come to a mutually beneficial decision and discuss next steps.  Does that make sense?

2. Be sensitive to timing.

We scheduled an hour for this meeting and we have about 10 minutes left.  Are you okay if we take an extra 10 minutes to talk?
 
3. When you ask a question give people a minute to process it – and WAIT for an answer.
Just because someone looks away from you, don’t assume they aren’t planning to respond.  Some people require ample time to sort through options in their mind – looking away to reflect internally.  Some personality types seem to take an eternity so practice patience and be sure to slow down and wait for a response (no matter how long it takes.)

4. Recognize and reward their response. 
When people are rewarded for something they usually continue doing it.  Letting people know (verbally or nonverbally) that they are providing useful information motivates them to continue to continue – helping you to illicit more data points.

5. Be cautious of asking questions with an agenda attached. 

Examples of questions with an agenda sound like: 

• By cost effective, don't you really mean…?
• Wouldn't it be better to…? 
• Won't you need a…?

6. Use “how” or “what” as question clarifiers instead of “why.”

Replace “Why is that important to you?” with:

• Can you take me through exactly what about the order process is important to you? 
• Can you share with me how the deliver time is important to you?