During the Listen to Needs step of the sales process a lot of important things happen.
In this course you’ll discover…
- how to strengthen your connection with your customer;
- how to ask questions and engage in conversation to understand their needs;
- how resolving those needs will impact their life;
- and how mastering skills in this step of the sales process will help you build value in your product and close more sales.
Engaging Customers in Conversation
Help My Customer isn’t Talking
Watch the following presentation and discover:
- … three different conversation killers that may be impacting your sales;
- … what to do if your customer isn’t talking;
- … the very best way to improve customer communication.
Watch the Video
Workshop
Convert the following Close Ended Questions into Open Ended Questions
When you’ve finished please be sure to mark this lesson as completed.
Grand Opening
Activity
It’s really hard to get out of the habit of asking closed ended questions, isn’t it? (you see I just did it!). Perhaps I should have said “Why do you think it’s so hard to break the habit of asking closed ended questions?”
Some Old Favorites
Think about some of the different close ended questions you’ve used with your customers or you’ve heard other people use.
Share a couple of your favorites and how you would re-phrase them so they’re more open ended.
Take a minute to share your thoughts and read through some of the ideas others have left here!
Active Listening and Empathy
Active Listening and Empathy
There’s a big difference between empathy and sympathy. Knowing how to communicate empathy in sales will strengthen your rapport and help you connect with your customer.
Watch the following presentation and discover:
- … the difference between sympathy and empathy;
- … how to use empathic listening to communicate empathy;
- … and a couple of ideas for practicing and developing your ability to communicate empathically with your customers.
Watch the Video
When Harry Sold Sally
When Harry Sold Sally
Activity
Congratulations! You just completed the Listen to Needs course. Let’s put some of this new information to work and script out a scene for the next Hollywood Blockbuster “When Harry Sold Sally”.
So you’ve been hired to write a realistic retail store scene where Sally comes in looking for a new dress. She has a class reunion coming up and she wants a dress that will turn heads when she gets there. Harry is a sales professional and while he hasn’t been selling dresses for long he knows how to use open ended questions, supportive responses and empathic listening to engage Sally in a conversation and find the right dress. They’re shooting the scene tomorrow so you better get busy! For full credit and an academy award nomination get your script to your supervisor! 
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