Many salespeople fail to make a favorable impression because they don’t listen attentively. By taking the time to listen carefully, we stop ourselves from sounding as if we are interrogating our customer with questions alone. Listening demonstrates empathy. When we truly listen to the person we are speaking with, that person will appreciate you, or even adore you. If you are in sales, you are in the listening and learning business.
Active listening includes reciprocating that communication has been heard and understood. From time to time, acknowledge the importance of what she is saying by nodding or leaning forward slightly. Occasionally use expressions like, “Really,” “Oh,” “I see,” “Go on” or simply, “Uh-huh.” The inflection in your voice and facial expressions as you utter “Oh” or similar reciprocating words is essential to sincerity.