Listening Between the Lines

Listening Between the Lines means effective listening is more than just the words, it’s listening for the total message. This means not only listening to the words but also the emotions, tone of voice and non-verbal cues. This workshop is designed for salespeople.

Outcomes

  • open dialogue so the customer does most of the talking
  • encourage the customer to keep talking to better understand their point of view
  • avoid interrupting the customer’s train of thought
  • use non-verbal cues to strengthen the connection with the customer
  • look and sound confident in all customer interactions
  • build a relationship with the customer
  • skill summary job aid

Approach

  • real customer role-plays
  • group discussion
  • instructor briefings
  • instructor/participant ratio allowing individual feedback

How long?

Half or full day