subject: Listen Up: Effective Communication Involves More Than Talking [print this page] Listen Up: Effective Communication Involves More Than Talking
The importance of listening skills is often underrated in sales. But the truth is that it is absolutely necessary in communication. Whenever I work as a consultant, I don't refer to the salesperson's speaking ability, but their communication skills. Communication involves two people and two actions: speaking and listening. Person One speaks and Person Two listens to what they have to say. Then, Person One politely listens while Person Two responds. It is a simple process that is simple to master, but is too often forgotten.
In fact, I'm sure you can probably identify plenty of instances where the communications loop isn't completed. Your spouse is talking to you about the necessity of squeezing the toothpaste tube strictly from the bottom, but your mind is on what your best customer was complaining about today, so you don't "hear" a word that's being said. The sound physically strikes your ear drums. Your neural system transmits it to your brain, but it doesn't register because your brain is busy with something else. And so you have the same "conversation" the next morning.
Or your sales manager is going over (for at least the tenth time) the pricing strategies for your fall line but you're busy mentally calculating the effects of the new pricing on the sales incentive payouts and, besides, you've heard this spiel nine times already. He's talking and you're hearing, but you are not listening. There's a big difference.
It happens all the time. One of my favorite examples occurs when you use that automatic conversation opener, "How are you?" Most of the time, you'll get an automatic answer like, "I'm fine. How are you?"
Every once in a while, though, the answer is far from automatic: "I'm terrible, my dog died yesterday and I'm just heartbroken about it." But you're still in auto-answer mode, so you come back with, "I'm just great, too. I know you're busy, so let's get right into the presentation." I've done it and I bet you've heard it happen, too. You think you're paying strict attentionbut you're not listening to the other person.
Most people think that a salesperson's job is to talk. Even worse, many salespeople think that. And salespeople who believe that their job is to talk the prospect into submission then fail to complete the feedback loop by listening to what their prospect is saying. And they wonder why their closing ratio is so low.
I won't belabor the point. Just remember that more sales are made with your ears (and what's between them) than your mouth.
