marketing & sales: Listen, Don’t Speak

3. When you are not sure what to say next. From time to time, I have found myself unsure of what I should say after a comment is made by a prospect or customer. In these situations, an effective approach is to remain silent. It takes patience and a lot of control. However, in most cases, the other person will fill up that dead air space and give you information you probably wouldn't have learned.

4. When people express disappointment. In situations of conflict our natural tendency is to explain why something went wrong or to immediately offer a solution. Allowing people the opportunity to vent gives you the chance to offer the best possible solution. Many years ago, I had a disgruntled employee and I gave her time to express her opinions. After several minutes of heated words and angry dialogue, I discovered that all she really wanted from me was the opportunity to vent her frustration. In another situation, my customer actually told me what he wanted done, which was less than I had originally planned to offer.

My experience has taught me that some of the best salespeople also are the quietest. And it's because they actually hear what their customer or prospect has to say. And let's face it, the majority of people will always talk when given the opportunity.

By Kelley Robertson

© 2005 Kelley Robertson, All rights reserved.

Kelley Robertson, president of the Robertson Training Group, works with businesses to help them increase their sales and motivate their employees. He is also the author of "Stop, Ask & Listen – Proven Sales Techniques To Turn Browsers Into Buyers." Receive a free copy of "100 Ways to Increase Your Sales" by subscribing to his free sales and motivational newsletter available at www.kelleyrobertson.com. Contact him at (905) 633-7750 or Kelley@RobertsonTrainingGroup.com.