listening -can you hear me now? the missing ingredient in sales - janie wiltshire, due west
DESCRIPTION
Listening - The Missing Ingredient In SalesIt is estimated that half of our time is spent listening. Good listening is an essential part of active communication. It makes us better salespeople. What kind of listener are you? This program will help you understand the difference between a trained and an untrained listener. Attendees will learn a secret to help them be more effective listener in EVERY sales situation. Strong listening skills will help you increase sales and grow your personal and professional relationships. Are your listening skills well honed? It could be the one talent that gives you the competitive advantage you need in today’s tough economic conditions. You will hear Janie Wiltshire, a powerful and persuasive presenter share her experience and knowledge on the critical subject of listening. Attend this program and learn how your ears are your real tool for success! Can you hear me now?TRANSCRIPT
HOOSIER HOSPITALITYMarch 16, 2011
Can You Hear Me Now?
Listening:The Missing
Ingredient in Sales
Presented by:Janie WiltshireDue West Company(843) 869-5252www.janiewiltshire.com
Your ListeningNotes
2
Presented by:Janie WiltshireDue West [email protected]
Listening Facts
Listening is our __________ communication activity.
Listening is a __________ and __________ behavior.
Poor listening is __________.
Effective listening is __________.
Listening can be commanded only to the degree __________.
Effective Salespeople seek to become _________ _________.
“The deepest need for your body is air. The deepest need for your heart is to be understood.When you listen to another person, it is the equivalent of giving their soul air.”
~ Stephen Covey
Your ListeningNotes
3
Presented by:Janie WiltshireDue West [email protected]
4 Reasons Salespeople Are Poor Listeners
“To listen well, is as powerful a means of influence as to talk well,and is as essential to all true conversation.”
~ Chinese Proverb
A good listener is
They are always asking themselves:How ________________________________?Where _______________________________?When _______________________________?Why ________________________________?
.
1. ____________________________________________ _____________________________________________2. ____________________________________________ _____________________________________________3. ____________________________________________ _____________________________________________4. ____________________________________________ _____________________________________________
Listening Awareness Inventory
To see how effective you think you are in practicing good listening techniques, answer these questionsabout yourself. Remember: Be ruthlessly honest with yourself! If you’re not, this won’t help.
Almost Usually Seldom Never
1. Do you let people finish what they’re trying to say before you speak? 2. If the person hesitates, do you try to encourage him/her…rather than start your reply? 3. Do you withhold judgment about the person’s idea until he/she has finished? 4. Can you listen fully, even though you think you know what he/she is about to say? 5. Can you listen nonjudgementally, even if you do not like the person who’s talking? 6. Do you stop what you’re doing and give full attention when listening? 7. Do you give the person appropriate eye contact, head nods, and non-verbals to
indicate that you’re listening? 8. Do you listen fully, regardless of the speaker’s manner of speaking
(i.e., grammar, accent, choice of words)? 9. Do you question the person to clarify his/her ideas more fully? 10. Do you restate/paraphrase what’s said and ask if you got it right?
Total Score:36-40 Outstanding Listener30-35 Good Listener, but put more effort into attention and suspending judgment26-29 Needs Work: What pay-off would you get from improving?0-25 Ask if you were really serious about taking this test. What could you gain by improving?
Your
Total
4
Your ListeningNotes
5
Presented by:Janie WiltshireDue West [email protected]
“Everything has been said before, but since nobody listenswe have to keep going back and beginning all over again.”
~ Andre Gide
What are the Threats to Listening?
External: ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________
Internal: ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________
ACTIVE LISTENERS AVOID THE BARRIERS
Your ListeningNotes
6
Presented by:Janie WiltshireDue West [email protected]
“If you spend more time asking appropriate questionsrather than giving answers or opinions, your listening skills will increase”
~ Brian Koslow
Are You Listening With Your Senses?
Listening with “eyes”Listening with “hears”Listening with “knows”Listening with “mouth”Listening with feeling - hearfelt listening
4 Skills to Listen With
E ______________________________A ______________________________R ______________________________S ______________________________
Your ListeningNotes
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Presented by:Janie WiltshireDue West [email protected]
1. Be ______________________________________._________________________________________________________________________________
2. Be ______________________________________.
3. Be ______________________________________.
4. Be ______________________________________.
5. Be ______________________________________.
5 “Be’s” of Listening
“It is the province of knowledge to speak, and it is the privilege of wisdom to listen.”~ Oliver Wendell Holmes
Trained vs. Untrained Listeners
8
Untrained Listeners
1. Tune out others; prejudge facts
2. Quick to mentally criticize grammar
3. Try to talk when they should be listening
4. Listen for facts and errors to prove otherswrong
5. Try to reply to everything –exaggerations and errors
6. Fake attention to listening
7. Try to do something else while listening
8. Give up too soon
9. Distracted by emotional words; lose theirtemper
10. Give little verbal response
11. Unaware of talking / listening “speed limits”mismatch
12. Impatient to “get on with it”
Trained Listeners
1. Defer their judgment; don’t stereo-type;listen for feelings and facts
2. Pay attention to content / speaking style
3. Listen completely first; make people feelvalued
4. Listen for main idea; disregard minor points
5. Avoid sidetracking and sarcastic remarks
6. Give themselves internal clues
7. Realize listening is a full time job; keep eyecontact
8. Listen carefully; give feedback; askconfirmation
9. Feel their anger but control it
10. Make affirmative statements
11. Maintain patience while listening
12. Listen for emotions
Your ListeningNotes
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Presented by:Janie WiltshireDue West [email protected]
Telephone Listening
________________________________________________________________________________________________________________________________________________________________
Notetaking
________________________________________________________________________________________________________________________________________________________________
“I like to listen. I have learned a great deal from listening carefully.Most people never listen.”
~ Ernest Hemingway
Your ListeningNotes
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Presented by:Janie WiltshireDue West [email protected]
Listening For Objections
Top Salespeople anticipate objectionsand are __________ for them.
Do you have a list of common objections andthe questions to ask when they are presented?
Do’s and Don’ts With Objections:
1. ____________________________________________2. ____________________________________________3. ____________________________________________4. ____________________________________________5. ____________________________________________
OBJECTIONS ARE AN OPPORTUNITY FOR THE FUTURE.
“I know that you believe you understand what you think I said,but I’m not sure you realize that what you heard is not what I meant.”
~ Robert McCloskey
Your ListeningNotes
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Presented by:Janie WiltshireDue West [email protected]
“If A equals success, then the formula is A equals X plus Y and Z,with X being work, Y play, and Z keeping your mouth shut.”
~ Albert Einstein
How Easy is it to Become a Better Listener?
1. ____________________________________________2. ____________________________________________3. ____________________________________________
THERE ARE NO __________ __________.
IT TAKES:__________, __________, __________ and
______________________________.
Consistent with the idea that you don’t have to be bad to get better, please take a few moments to complete this evaluation form and return it to us before you leave. Thank you. Janie
1. How did this program meet your expectations? More than I expected. About what I expected. Less than I expected.Comments:___________________________________________________________________________________________________________________________________________________
2. How would you rate the content and material presented? Informative and useful Informative, but not very useful for my job Not very informative or usefulComments:___________________________________________________________________________________________________________________________________________________
3. How would you rate the speaker? Interesting and knowledgeable Interesting, but could be more educational Knowledgeable, but could be more interesting Not very interesting or knowledgeableComments:___________________________________________________________________________________________________________________________________________________
4. What did you like best about this program?____________________________________________________________________________________________________________________________________________________________
5. What do you think would make the program better?____________________________________________________________________________________________________________________________________________________________
Comments:________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Name __________________________________ Property ______________________________Address _________________________________________________________________________City ____________________________________________ State _______ Zip ________________
Presented by:Janie WiltshireDue West Company313 Jungle Road, Edisto Beach, SC 29438(843) 869-5252www.janiewiltshire.com • [email protected]
PROGRAM EVALUATION Hoosier Hospitality 3-16-11Can You Hear Me Now?