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Listening
Objectives•Define Active Listening• Why Listen?•Passive VS. Active•Listening Tips
Fast FactsSales
TWO –THIRDSWOW
Fast Facts
25
Active Listening
..Hearing is easy; it’s Listening that’s an Art..
What is Active Listening
Active Listening
..is Listening with a Purpose..
Facial Expressions
Posture
Helpful Phrases•I see (visual)•I agree• Tell me more• I hear you (auditory)
Active Listening
Anything else?
Active Listening
Why listen?• Understand the customer•Be more persuasive•Build rapport • Demonstrate interest
Passive Listening
•Appearing interested…• Thinking about something else•Thinking on what to say next
Active Listening
•Listening to understand• Using acknowledgement•Taking notes•Asking questions• Reading tone, pace & emotions
Active Listening
Challenges on the phone
Listening Tips
Pay Attention
Listening Tips
Take Notes
Listening Tips
Paraphrase•Let me make clear…•What you are saying…•In other words…•I appreciate the fact…
Leave Out Emotions
Clarify
Avoid Distractions
Active Listening
Active Listening
Discussion
