Need Discovery—Listening and Acknowledging the Customer’s Response
11.4 Describe the importance of active listening and the use of confirmation questions
To fully understand the customer, we must listen closely and acknowledge every response. The authors of First Impressions offer these words of advice to salespeople who use questions as part of the need identification process:
What you do after you ask a question can reveal even more about you than the questions you ask. You reveal your true level of interest in the way you listen.18
Most of us are born with the ability to hear, but we have to learn how to listen. The starting point is developing a listening attitude. Always regard the customer as worthy of your respect and full attention. ...
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