How to Listen to Hear
Pay attention
- Maintain eye contact
- Watch the seller when they talk
- Be aware of the speaker’s body language – it can say more than words
Maintaining eye contact
Show That You are Listening
- Hold your head at an angle to show interest
- Nod and smile when appropriate
- Use verbal cues to keep the conversation flowing
Using Body Language
Share What You are Hearing
- Ask questions which clarify what has been said
- Offer a summary prefaced by “So what is important for you is..”
- Reflect back to the seller what your understanding of the situation or issue is
Asking effective questions
Go With the Flow
- Dignify the seller by allowing them to finish their thought
- Stop …ending sentences or suggesting words – give them space to express
- Find common ground
Express your thoughts
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