Continuing yesterday's discussion from which I received many fantastic comments, talking and listening are likely the two most important facets of a sales encounter because they are the root of communication.
Communication is nothing more than the effective transmittal of an idea or concept. We ask our customers what they want, they talk and we listen. They ask us questions, we talk and they listen. Then all too often we think we have it sized up and we dominate the conversation from there. They try to ask a question and we jump right in with the answer - maybe before we fully understood the issue.
Sales can't happen without communication, and communication is not the same thing as talking. I have done my share of cutting customers off or talking over them so I can inject my point - except that I might have missed something important they wanted to say be talking at the same time.
With CBs and other push-to-talk systems, only one voice transmission can happen at a time. You talk, then you listen to the other person talk. If you have the button pushed in (like when we're trying to talk also or busy thinking about our next phrase) we can't hear the other person. That is good to remember.
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For more information on my coaching services or sales tips visit my website stevehoffacker.com or my blog homesalesinsights.com.
Steve, I agree with you thoroughly. It is very simple to talk yourself right out of a sale. I have done this myself in the past. Thanks, Keith
Steve, although I missed your blog yesterday, today's blog is spot on! Great points! I love the push to talk concept and thinking about what to say and not really listening. I have to guard against doing that very thing!
Communication is about listening. We're supposed to be thoughtful in answering what we thought we heard. Selling is about pressure, in some form, and communication is about sharing.
Keith,
Thanks. It's just that we have so much to say and are so good at saying it. :)
Steve
You must listen! That is why we have 2 ears and 1 mouth. If you cut someone off, you may have just missed the sale because they were going to say something you had the answer for but did not let them talk. Listen, listen, listen.
Tony and Darcy,
Thanks for the great comments. Glad you liked the imagery. :)
Steve
Li,
I think I know what you're saying but disagree about the selling comment. Selling is communicating. You have a need, I have a solution. Does my product solve your need? Communication. :)
Steve
Tony,
No argument here. You said it correctly. Thanks. :)
Steve
I agree, I can talk to much and not listen to what they are telling me. I will keep this as a reminder.
I had Nextel phone for years so that will be a great way to remember. Thanks
Hi Steve
One of the easiest things to do in real estate and new home sales is take yourself out of a sale. Practice the 80-20 rule listen 80% of the time speak 20%
Good luck and success
Lou Ludwig
Sandy,
The push-to-talk illustration is good because it makes sure the other person is done befor we try to talk. :)
Steve
Lou,
Ah yes, the 80-20. Thanks for reminding us of this principle. :)
Steve
Steve,
Yes, the reason for the two ears and the one mouth! Listen more than you speak...
Thank you for the reminder,
Ann
Steve.. Sometimes too much information is not a good thing either. One might try to educate a client, but in actuality you scare the away. This happened to me... so I need to try to balance my talking. I'm still working on this.
I agree with Keith - It is absolutely possible to talk your way out of a sale. I saw an agent once, point out all the flaws to a property, and ignore all the good points and possibilities. Sometimes remaining silent, while listening to the client is the best communication of all.
Steve, I just wrote a blog on that same topic! It came in the form of a eulogy to a recent loss of a family member, but it was very much in the same vein as your blog.
Well done my friend.
There is also a great book entitled "Shut Up and Sell" that should be required reading for anyone in sales.
Hi Steve. I took a look at several of your posts and like the fact that they are short, concise, and easy to read. I could take notes from you! But tell me, where are you getting your graphics? You should write a blog about that, too! ~Pat
Ann,
Ultimately if we don't listen, we won't really know what to say. :)
Steve
Valerie,
Product knowledge is important but not in a vacuum or just offered in bulk. :)
Steve
Steve,
I am sorry were you saying something...LOL
;-)
Ann
Myrl,
It's real easy to go on talking past the closing poist - part of this comes from inexperience that we outgrow. :)
Steve
Craig,
Sorry for your loss. Interesting that we both had the same idea. :)
Steve
Ann,
Now how am I supposed to come back and say anything if you weren't listening? :)
Steve
Pat,
Thanks for the support. I try to keep my posts brief and easy to read because that's what I like to read as well. :)
Steve
Steve,
Just having a little fun with you!
Ann
That push to talk phone concept is great when you relate it to communicating effectively with clients and in personal relationships.
The way I've been able to try and do it is by remembering a bible verse in James.. it talks about how your tongue is a very dangerous thing. You need to learn to control it and control what you say. I have been working on that the last couple of weeks in relation to the things I probably shouldn't be saying and also just being able to listen more and think about how I am to respond to their statements/questions.
Thanks for sharing, Nicole Weidauer
The Egerer & Weidauer Team, Keller Williams Realty North Seattle
Steve,
Thanks for writing another post FEATURED in our New Home Sales Group.......
I once had an agent who must have had the finger on the transmit button because she never stopped talking. She heard something than launched into LONG presentation. Example: What is your dog policy? Well, we have a dog park, blah blah blah. 5 minutes later. Customer sheepishly said "I am afraid of dogs." Oops, read that one wrong. Moral of story - ask some followup or confirming questions to make sure you got a road map. Guess what would have been the outcome if she asked "What kind of dog do you have?"
Steve, I enjoy reading your posts because they are so true. I haven't talked myself out of a sale yet though.
Ann,
I know. I really enjoy your wit. I like to kid right back at you. Keep it coming. :)
Steve
Nicole,
I am aware of that passage in James. Thanks for referencing it. :)
Steve
Julie,
Thanks. I'm glad you liked it and wanted to feature it. :)
Steve
Ryan,
That is a good one, and I have witnessed that very situation. Thanks. :)
Steve
Greg,
Thank you. Glad you enjoy the posts - appreciate your support. Keep up that record on the sales. :)
Steve
Steve,
I am happy to know you like my warped sense of humor....
Ann
Steve, I enjoyed reading your blog. You provided some great advice. You're so right --- we should do more listening and less talking.
Tracy,
Thank you. From reading your profile it sounds like you're real good at both. :)
Steve
Steve,
Excellent post! That is something that I always remind myself. It is so important to "listen" more and "talk" less! By listening we can quickly learn so much about the clients wants and needs.
Thank you Steve!
Barb
Barb,
We really can learn about what they need just by listening. Sometimes they'll volunteer the info, sometimes we'll have to ask a few questions. :)
Steve
Nice post. Sometimes we just need to SHUT UP and pause. Wait for the buyer or seller to reply.
Erica,
Thank you. We often can hear what we're looking for if we are just open to it and ready. :)
Steve
Yes, you are so right! We have 1 mouth and 2 ears for a reason, right?
Erica,
That's right. Our customers - if they really are serious - want to tell us how to help them. :)
Steve