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Remember the basics of effective listening
Everyone knows that listening to customers is important in developing a
relationship. But how do you suppress the urge to talk? Consider this
advice from experts quoted in Selling Power.
* Be patient. Make eye contact, and take brief notes of key points.
* Offer verbal and nonverbal encouragement with
facial expressions, mm-hmms and head nodding. Allow for periods of
silence, and let customers speak for as long as they want.
* Listen carefully to discover underlying issues.
Focus on customer needs, not on your product. Don't interrupt or
distract.
* Ask questions at the end. Assume you haven't understood everything.
* Don't make assumptions, jump to conclusions, or finish clients' sentences.
About the Author: Monique Danielle owns Portland Marketing Agency DivaDesignWorld.com,
a full service firm that offers web development, graphic design,
consulting, and a wide variety of creative services. She is also
the founder of divadirectories.com,
a free online resource designed to promote the growth and development
of female business owners throughout Oregon, Washington, and the
Northwest.
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