Listen Like a Homicide Detective
Form valuable relationships with customers through communication
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Art Sobczak
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DON'T - respond to an answer without encouragement to continue. Instead, listen reflectively. For example, say "Go on" or "Tell me more."
DON'T - follow up their statement or answer with an unrelated question or train of thought that gets them off subject. Instead, focus on every statement or answer like it's the tip of the iceberg and your goal is to travel deeper. Direct your next question to get to the next layer.
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Art Sobczak
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