Thou shall not interrupt or talk over a prospect or customer.
Have you ever considered how ridiculous it is to do this?
Why does it happen? Could be the excitement of how well your offering meets their need, poor listening training, ego (Let me show you what I know instead of learning what you need!), or just plain rudeness.
Here’s an idea…
When you and your team are talking with your prospects and customers, be sure to drop a small gap of silence in between what they say… and your response – just an extra second or two.
Do it when you’re asking your questions about their challenges and needs and during general conversation. Not only will it improve your rapport, but in many cases, you’ll also enjoy the extra information you learn when the other person continues to talk.
This is thoughtful listening and one of the surest ways to make a better connection with your prospects and customers.
Practice it with your team in your daily discussions. Practice it with your friends and family in your personal discussions.
In your sales efforts, make it your habit.
You’ll be amazed at what you learn.
Get the Listen > Talk wristband
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"The right word may be effective, but no word was ever as effective as a rightly timed pause."
Mark Twain (1835–1910)
American writer
Now go sell something.~>
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Copyright © 2010 by Give More Media Inc. This was written by Sam Parker. If you’d like to tell people about it somewhere (e.g., blog, newsletter, Facebook, social media), please reference Sam Parker of JustSell.com as the author and link directly to the article. Excerpts are great but please don’t publish the article in its entirety without advanced written permission (email Sam using the address at the bottom of this page).
Dan Ski says:
This is good and very true.
There is an old saying in sales, “the one that talks next buys”. So with the gap of silence let the buyer talk then you know he is engaged and wants to buy. If the salesman talks after the gap he is trying to buy the business. As an example, if a car salesman asks the closing question, “Should we write up the order?” if the buyer talks next the salesman is winning because it will indicate the buyer wants it or what his objection is that may be overcome (i.e. color, options, price, etc.). If the salesman talks after the gap of silence he is losing and just trying to buy the business. If the salesman says something stupid like, “what if I knock a $1000 off of the price?” then the salesman is buying. Maybe price was not a problem for the buyer, because his main concern was he wanted chrome wheels?
13 April 2011
Kathy Payne says:
I think this is excellent advice, especially for the lesser tenured sales representatives.
21 December 2010
Martin Lawrence says:
That’s excellent advice – A gap of silence allows for absorbing information, illustrates to your client that you are listening and not just “jumping in” and also allows for further probing to listen for opportunities in up-selling and cross-selling, ultimately offering the best customer experience and delivering what your client really needs.
18 March 2010