Sales & Service: Listen for Customer Cares
by Kate Nasser |
Obviously, in sales and customer service, listening is critical to success. Not so obvious is how to listen for customer cares when your mind is processing your own perspective.
What’s in it for you to work on this? Sales & service fail when you don’t address customer cares. Moreover, customers even select higher priced products and services when you show them you get what they care about.
Winning Ways to Listen for Customer Cares
- Hear the story as well as the details. If you are highly analytic, you may naturally listen for details. You may miss important customer cares because they emerge as the sum of the details. Do you listen for the whole point of the story?
Winning way: If this is your listening challenge, say to the customer “I hear these details (a. b. c. …). If we put this together, what does it say about your key interest or concern?” It shows the customer you listen & you care!
- Accept the obvious. Often customers are clearly stating their preferences. When it represents a challenge to what you want or can deliver, do you respond with what’s on your mind?
Winning way: Paraphrase the customer’s preference then respond. If you do this consistently, you will listen better, sell more, and serve well. You and the customers will connect with mutual success.
- Be excellent instead of right. Working with others, especially with customers, is first about excellence in connecting. It is the nexus of trust. Successful results come from excellent connections not from you pressing your points at the start. Once you are connected to the customers’ cares, they are more capable of hearing your perspective and valuable ideas.
Winning way: Respect the differences, learn to love the differences, find the fit. One key step: Spot and Adapt to Personality Types.
Success in sales & service is within your easy reach if you reach outside your own perspective. Staying inside your own zone of communication style, knowledge, and control keeps you comfortably disconnected — from success. Think about it …
Yours in service,
Kate Nasser, The People-Skills Coach
What is your best listening skills tip? Please share your people-skills experience in the comments field below.
©2011 Kate Nasser, CAS, Inc. Somerville, NJ. For permission to re-post or republish, please email firstname.lastname@example.org. Thank you for respecting intellectual capital.
Kate Nasser, The People-Skills Coach, has amassed 21 years of stellar results with corporate customers turning interpersonal obstacles into business success. Her energy is legendary, her insight objective, and her results tangible. See this site for info about her keynotes, workshops, and dvds.