Pivot Group | Why We Need to Sell

Listen & LearnEffective listening techniques

for sales

PIVOT TRAINING

Presented by Abby Lambert, Lead Trainer

Pivot Group | Listen & Learn

70 to 80% of our waking hours in some form of communication

Pivot Group | Why We Need to Sell

Writing Reading Speaking Listening

45%

Pivot Group | Why We Need to Sell

POOR LISTENING

Pivot Group | Why We Need to Sell

Pivot Group | Why We Need to Sell

Listening in not just the absence of speaking, it’s something you do –

with your ears and your brain.

Pivot Group | Why We Need to Sell

It is difficult to listen well when you are reading, writing, talking etc.

Pivot Group | Why We Need to Sell

Are you listening, or just waiting to talk?

Pivot Group | Why We Need to Sell

Effective Listening

Pivot Group | Why We Need to Sell

Effective Listening • Hear what the speaker is saying

Pivot Group | Why We Need to Sell

Effective Listening • Hear what the speaker is saying• Gather information

Pivot Group | Why We Need to Sell

Effective Listening • Hear what the speaker is saying• Gather information• Listen to answers

Pivot Group | Why We Need to Sell

Effective Listening • Hear what the speaker is saying• Gather information• Listen to answers• Paraphrase

Pivot Group | Why We Need to Sell

Effective Listening • Hear what the speaker is saying• Gather information• Listen to answers• Paraphrase• Mirror

Pivot Group | Why We Need to Sell

Does the CSR use listening skills?

Pivot Group | Why We Need to Sell

• Did she really listen to what the customer was saying?

Did the CSR use listening skills?

Pivot Group | Why We Need to Sell

• Did she really listen to what the customer was saying?• Did she ask questions?

Did the CSR use listening skills?

Pivot Group | Why We Need to Sell

• Did she really listen to what the customer was saying?• Did she ask questions?• Did she repeat the customer’s request to clarify?

Did the CSR use listening skills?

Pivot Group | Why We Need to Sell

• Did she really listen to what the customer was saying?• Did she ask questions?• Did she repeat the customer’s request to clarify?• Did she make an attempt to mirror the customer to build rapport?

Did the CSR use listening skills?

Pivot Group | Why We Need to Sell

Let’s Listen Again

LINK: http://www.surveygizmo.com/s3/1147436/Farmers-Training-Webinar-Quick-Quiz

We’ll use a “Quick Quiz” to see if you can spot how many listening skills the CSR uses

Pivot Group | Why We Need to Sell

Does the CSR use listening skills?

Pivot Group | Why We Need to Sell

NEED/WANT

Listening & Sales

OFFER SOLUTIONS

ask | paraphrase mirror | inform

Pivot Group | Why We Need to Sell

• Listening is an activity: you choose to do it poorly or do it well.• Being a good listener is not that same as being quiet while waiting for your chance to talk.• Effective listening takes practice.

Summary

Pivot Group | Why We Need to Sell

Do one thing.

Pivot Group | Why We Need to Sell

Thank You

Pivot Group | Why We Need to Sell

Customer ServiceConsultative Sales

RetentionTeam BuildingMyers Briggs

PIVOT TRAINING

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