Good to be Quiet?

[kc_background_pac_2_highlight_13 size=”28″ color=”#000000″]When is it good to be quiet?[/kc_background_pac_2_highlight_13]

It is time to be Quiet

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I learned is sales training that there is a number of time you should be quiet. I am going to cover just 2 today.

I need to start this by stating a rule that learned early on in my career “God gave Us 2 ears and 1 mouth, what do You think that HE was trying to tell Us.”
I have found that quite a few people can not stand this. I am not really sure why, but even in just general conversation I find that most people want to hear themselves talk and really don’t care what you have to say.

When you ask a customer a question, we were taught (rightfully so) to Shut Up and listen. The customer will tell you the answer to your question if you let him/her. They may go around the question a little, give them a chance. When they pause (as if they are done with their answer) then to clarify their answer it is best to restate what you thought you heard so that you can be sure that you understand their question and supply a good answer. Most people will appreciate this.

It would start something like this: How can I help you today?
Wait for the answer, then you restate by saying something like this. Ok, if I understand your question/comment correctly, you are looking for a green widget that has yellow stripes, is that correct?
Be quiet and wait for the answer, again they will tell you if you are right or not and clear up what you missed.
The main reason for this type of questioning and restating is so that there is a clear dialog between you and the customer. You will also find that you are clearer about what the customer needs. This will make your Q&A time with the customer will be shorter and more direct, and more fulfilling for both you and the customer. You will also have a happier customer because you took the time to Listen to Them.

You would be surprised how effective this is, it will win you more respect with your customers by hearing them out.
In sales it is known fact that when you ask a closing question, the first person that speaks after you ask that question, loses.

When a customer is irate, this is one of the best times to be quiet, and wait until they have run out of steam. Now going along with the not interrupting their thought process, when they pause you can say something like, “really, wow, I am sorry, is there more?” Now be sure that you are polite when you say this and DON’T say it in a condescending manner.
When it seems that they have said it all you can say, “I am really very sorry that you feel that way, I am sure that we can fix Your problem to Your satisfaction.” This is also a good time to paraphrase what you thought that you heard by saying, “let me see if I understand you correctly,” then restate (by paraphrasing) what you thought you heard and the customer will tell you if your right or not.
This is really where you need to remember the God theory. You will find if you let the customer rant, that will take a lot of the wind from their preverbal sail and you will have a happier person over all.

Now I do understand that sometimes that this just does not work and that is generally because that customer has a chip on their shoulder and is not going to let it go, so it is up to you to use your 2 ears to Your advantage.