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Active Listening: Part 1

Sun,Apr 07,2013 @ 01:04 PM

describe the imageIn active listening, there are six steps that are important to follow. In part one, we will look at steps one and two. 


Step One: Be Ready to Listen

                Make sure that you are prepared to focus on what the customer has to say. Have a pen and paper so you can take notes, to show the customer you are paying close attention to what they are saying and so they know that what they say is important to you. If you are on the telephone, let your customer know that you are taking notes. 

Step Two: Acceptance Responses

                This is just simply nodding your head, saying something such as “I see” or “mmhm”. The purpose of this is to show the customer you are listening, without interrupting them, whether it is verbally or by using body language, it is an important part of active listening. Make sure to keep eye contact throughout the conversation so that the customer is assured that you are paying attention. Also, if you are unsure of something, make sure you to let the customer know. 



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Tim Hagen

Written by Tim Hagen

Tim Hagen founded Progress Coaching, a Training Reinforcement Partner Company, in 1997. His entrepreneurial career began in college leading to positions in sales, sales management, and sales training for small and large corporations, and eventually ownership of several training companies. He possesses a unique combination of hands-on experience, academics, and innovative insight to solve the industry’s most common challenges. Tim holds a bachelor’s degree in Adult Education and Training from the University of Wisconsin, Milwaukee.

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