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New Views From The Coach

 

August, 2013

Greetings!    


I've been in training for the past 6 weeks, and still have six to go. It took a while to adapt to "being in school" but it all gradually came back. Getting used to only working 40 hours a week was hard. That and seeing the summer pass by outside the windows of the building.

 

I continue to notice the things that make a business  successful - and the things that can hinder that success. Large organizations can't be as nimble as small businesses. For them, change happens slowly. Small business has the advantage of responding more quickly to changes in the market. The playing field may not be level, but it's probably not as bad as you might think.

 

 

Active Listening

 

A friend of mine recently interviewed for a job. It was an inside sales job, so it would all be done on the phone. She told me the person who interviewed her was taking notes on her laptop and rarely made eye contact. My friend was an experienced salesperson and finally asked her why she couldn't just have a conversation.

 

There's a big difference between hearing and listening. Hearing is recognition, I can repeat the words you said. Listening is understanding, I know what the words mean - and I think I understand what's in the spaces between the words. Think about it the next time you have a real conversation. If you were asked to explain what someone just said. If it took him 10 words, you might have use 100.

 

Active listening is the ability to understand both the content and the context, the situation. It's the ability to recognize the emotion attached to the words. As you begin to absorb the information you can demonstrate your understanding by asking relevant questions and showing empathy.

 

I'm a natural problem solver, so my tendency is to provide a solution to every problem someone presents. The fact, though, is that they might not want their problem solved. They might just want you to understand their dilemma. I had to learn to be patient, to resist the urge to comment and instead let the other person's words sink in before I responded. I learned to talk less and ask more questions.

 

What I discovered is that it made me more confident in my interactions with people. If I ask enough questions, people will tell me exactly what they need from me - and I won't waste time trying to give them something they neither need nor want. 

Focus on Sales

Every sale is a process, and determining needs will decide your results. When you interact with a customer, you know what you want as an end result. Think of that as a destination. There might be a hundred ways to get to that destination, and one of them is the fastest. It might not be the route the customer wants to take. That's where active listening works.

 

As you talk to a customer you have the opportunity to ask questions that will steer the conversation. At times, customers might take detours that require a U-turn. Be patient and get them back on track. Remember, you can't make the fabled horse drink - you can, however, make him thirsty.

Networking Tips

If networking is all about developing relationships with people who can help you, then doesn't it make sense to make sure those people understand that you understand and care about them? If you are spending 80 percent of the time talking, you aren't demonstrating that concern. Try getting the others to spend 80 percent of their time talking. Ask question that will help you to understand how you can help them, and they will ask how they can help you.

 

Try this the next time you are out. Ask questions until someone asks you one. Answer it as briefly as possible, and ask a another question in response. Try to get behind the business fa�ade that people present and get to know the person. You'll be amazed at what you find out - and how much more respect you have for each other.


If you have ideas for future issues or questions on this one, let me know. Who do you know who would enjoy reading these articles? Use the "Forward to a friend" link below.

 

Listen Well,


Dave Ferguson
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In This Issue
This Month's Inspiration
Focus on Sales
Networking Tips
Quick Links

Franchise for Sale

Many of you know that The Growth Coach is the franchise I've owned for over eight years. The time has come to sell it and let someone else continue to help small business owners to build a better business and a better life.

 

If you know someone who might be interested and would like to know more, have them contact me and I'll be happy to give them all the details.

 

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The little book of big ideas