A key component of any sales training, call centre training or customer service training in Australia that is often over looked, as it isn’t seen as being ‘sophisticated enough’ for a training program, is the art and skill of active listening.
However one of the most effective and prominent skills that plays a major part in sales is Listening and yet many people don’t believe it or find that listening is a hard thing to do.
By listening, we not only mean hearing the words coming out of the other person’s moth but it also involves taking a deep understanding of what the speaker has said.
Good listening enables a person’s productivity and ability to influence and negotiate with others; it builds stronger relationships; and good listeners often find that they are under less stress and pressure.
As a manager, the basic and one of the foremost skill requirement is to be open and approachable – ALWAYS – no excuses.
KONA Team believes, “Be it in any kind of Australian sales training, call centre training or customer service training, or any other department, strong and powerful Listening skills are required on a continuous basis in every organisation.”
As a manager, there are some important people whom you have to deal with almost on a daily basis -
Colleagues/ Co-workers - Listening is essential to building trust with a colleague or co-worker.
Note: In a meeting it is just NOT right to listen to your boss while neglecting the other members of the group.
Subordinates - Listening enables you to acquire knowledge so that you can take vital decisions that benefit them and your organisation. Concentrate on the conversation and the person and don't interrupt or use negative words, sounds or body language.
Clients – Your and your organisation’s reputation is built upon listening skills. You have to listen to your customer’s or client’s needs to maintain the reputation and relation.
Check out the 5 conversational skills for excellent customer service
Listening attentively enables managers -
To know and understand their team members or colleagues better;
To show respect and help build stronger relationship within their whole business contacts; and
To create trust and rapport with existing and new clients.
Going forward:
A manager who listens and communicates well is far more able to influence and engage with their team. Therefore, adapt your sales management training and coaching to sharpen and improve your listening skills and you shall see them spill over to your staff. The next thing you know, your staff is listening more actively to your clients just like you do and then everyone becomes a winner!
