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April 21, 2016 | Marilyn Janas

Tuned In or Tuned Out to Your Client?

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Today, we communicate in a busy world

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Media

Texting

Information Overload

Multi-Tasking

Multi-Cultural environment

Barriers to good listening

technology

biastime

constraints

language noise

stress

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Result

Shorter attention span

More to accomplish in less time

Listening becomes even more challenging

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Why listen? It’s important in the context of business

We like people who are interested in us –

Our prospects and customers like people who are interested in THEM.

─ WIIFM-what’s’ in it for me?

─ Why is this important?

© 2016 ValueSelling Associates Inc. All rights reserved.

Active listening as a skill

Listen with all senses

Communicate with your whole

self

Engage amd reflect

Allow the message to be

complete

Respond Appropriately

© 2016 ValueSelling Associates Inc. All rights reserved.

Listening Strategies

Consistent in Principle

Sales Cycle: Environment and Scenarios Evolve

Engagement: Critical at every phase

Create Awareness

Develop Actionable Strategies

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Different Perspectives of Listening

© 2016 ValueSelling Associates Inc. All rights reserved.

Relationship Development

Information Gathering/Understanding/Discovery

Collaboration

Solution Development

Negotiation

Relationship Development

Investment─ Time

─ Attention

─ Realize the Payoff

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Information Gathering: Desire to “understand”

Engagement: What it means to the sales process

Identify Problems─ Hear what is said

• What is apparent

• What is not apparent

• Questioning for additional information

© 2016 ValueSelling Associates Inc. All rights reserved.

Solution DevelopmentWhat is the other person’s perspective

Engagement for “buy-in”

© 2016 ValueSelling Associates Inc. All rights reserved.

Collaboration

Listening is a two-way street

Active listening promotes active engagement

© 2016 ValueSelling Associates Inc. All rights reserved.

Negotiation

What issues need to be identified and agreed-upon

Validity of other person’s perspective

Communication of own perspective

© 2016 ValueSelling Associates Inc. All rights reserved.

ACTIONABLE POINTS!

Restating and Reflecting

Giving Feedback

Probing

Minimal Encouragers

Validation and Emotion Labeling

Effective Pause and Silence

Redirecting and Summarizing

Consequence

© 2016 ValueSelling Associates Inc. All rights reserved.

© 2016 ValueSelling Associates, Inc. All rights reserved.

Questions?

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Thank you!

Marilyn Janas| Managing Partnermarilyn@valueselling.com

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