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Just Listen by Keith Ferrazzi, Mark Goulston

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17

THE POWER OF “HMMM….”

Benefit: Calm a person who’s upset or angry, moving the person from resisting to listening and then from listening to considering.

Your most unhappy customers are your greatest source of learning.

—BILL GATES, MICROSOFT CHAIRMAN

Let’s say you’re in sales. Your company, worried about slumping revenues, wants me to train you and your colleagues to use my techniques to increase your sales. You’re not happy about that—and you’re too pissed off right now to feel like beating around the bush about it.

Over lunch, you say to me, “I don’t know why I need to learn all this crap about getting through to people. Why can’t I just do the job I’m trained to do? Why can’t I just ask customers what they’re looking for and how much ...

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