1 / 17

CHAPTER FIVE

CHAPTER FIVE. Listening to the Customer. L EARNING O BJECTIVES. Describe four listening steps Actively gather and provide information Recognize internal & external obstacles to listening Develop listening strategies Create customer relationships. WH Y I S L ISTENING I MPORTANT?.

xavier-dotson
Download Presentation

CHAPTER FIVE

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. CHAPTER FIVE Listening to the Customer

  2. LEARNING OBJECTIVES • Describe four listening steps • Actively gather and provide information • Recognize internal & external obstacles to listening • Develop listening strategies • Create customer relationships

  3. WHY IS LISTENING IMPORTANT? • Primary means to determine needs • ¾ of 129 managers (74.3%) = passive/detached • White-collar workers = 25% efficiency

  4. WHAT IS LISTENING? • Primary means to gather information • Active process

  5. THE LISTENING PROCESS

  6. CHARACTERISTICS OFGOOD LISTENERS • Empathetic • Understanding • Patient • Attentive • Objective

  7. CAUSES OF LISTENING BREAKDOWN • Personal obstacles • External obstacles • Additional obstacles

  8. PERSONAL LISTENING OBSTACLES (1) • Biases • Psychological distracters • Physical condition • Circadian rhythm • Preoccupation

  9. PERSONAL LISTENING OBSTACLES (2) • Hearing loss • Listening skill level • Thought speed • Faulty assumptions

  10. EXTERNAL LISTENING OBSTACLES • Information overload • Other people talking • Ringing phones • Speakerphones • Office and maintenance equipment • Physical barriers

  11. ADDITIONAL LISTENING OBSTACLE • Customer language barrier • Customer disability • Customer communication skill level

  12. Customers seek others You miss key details You have to ask to repeat Unsure of action required Customer’s question your listening Daydreaming/dis-traction Miss nonverbal cues Incorrectly answer questions POOR LISTENING INDICATORS

  13. LISTENING STRATEGIES • Stop talking • Prepare yourself to listen • Listen actively • Send positive nonverbal cues • Do not argue • Take notes • Ask questions

  14. INFORMATION GATHERING TECHNIQUES • Open-ended questions • Closed-end questions

  15. OPEN-ENDED QUESTIONS • Identify customer needs • Gather a lot of information • Uncover background data • Uncover objectives • Give customer opportunity to speak

  16. CLOSED-END QUESTIONS • Verify information • Close an order • Gain agreement • Clarify information

  17. ADDITIONAL QUESTION GUIDELINES • Avoid criticism • Ask positive questions • Ask direct questions • Ask how you can serve

More Related