ACTION 2: LISTEN ACTIVELY
Active listening is an action. It’s something you do; it is not a passive endeavor. Active listening means you are involved, engaged, and present during the conversation. It confirms that they are the focus of the conversation.
Your ability and willingness to listen demonstrates that you are engaged with them and care about the information the buyer is sharing. To listen actively:
• Pay attention. Use eye contact, eliminate distractions, and avoid multitasking.
• Respond to what is being said with sounds and movement. Verbal responses are especially necessary in telephone conversations.
• Focus on the person and watch for signals that show you their intent and emotion. These signals may include body language, tone, and ...
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