Listening -Can You Hear Me Now? The Missing Ingredient In Sales - Janie Wiltshire, Due West
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Listening -Can You Hear Me Now? The Missing Ingredient In Sales - Janie Wiltshire, Due West



Listening - The Missing Ingredient In Sales...

Listening - The Missing Ingredient In Sales
It is estimated that half of our time is spent listening. Good listening is an essential part of active communication. It makes us better salespeople. What kind of listener are you? This program will help you understand the difference between a trained and an untrained listener. Attendees will learn a secret to help them be more effective listener in EVERY sales situation. Strong listening skills will help you increase sales and grow your personal and professional relationships. Are your listening skills well honed? It could be the one talent that gives you the competitive advantage you need in today’s tough economic conditions. You will hear Janie Wiltshire, a powerful and persuasive presenter share her experience and knowledge on the critical subject of listening. Attend this program and learn how your ears are your real tool for success! Can you hear me now?



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Listening -Can You Hear Me Now? The Missing Ingredient In Sales - Janie Wiltshire, Due West Listening -Can You Hear Me Now? The Missing Ingredient In Sales - Janie Wiltshire, Due West Presentation Transcript

  • Can You Hear Me Now? Listening: The Missing Ingredient in SalesHOOSIER HOSPITALITY Presented by: Janie Wiltshire Due West Company March 16, 2011 (843) 869-5252
  • Your Listening Listening Facts Notes Listening is our __________ communication activity. Listening is a __________ and __________ behavior. Poor listening is __________. Effective listening is __________. Listening can be commanded only to the degree __________. Effective Salespeople seek to become _________ _________. Presented by:“The deepest need for your body is air. The deepest need for your heart is to be understood. Janie Wiltshire Due West Company When you listen to another person, it is the equivalent of giving their soul air.” ~ Stephen Covey 2
  • Your Listening A good listener is . NotesThey are always asking themselves: How ________________________________? Where _______________________________? When _______________________________? Why ________________________________? 4 Reasons Salespeople Are Poor Listeners 1. ____________________________________________ _____________________________________________ 2. ____________________________________________ _____________________________________________ 3. ____________________________________________ _____________________________________________ 4. ____________________________________________ _____________________________________________ “To listen well, is as powerful a means of influence as to talk well, Presented by: Janie Wiltshire and is as essential to all true conversation.” Due West Company ~ Chinese Proverb 3
  • Listening Awareness InventoryTo see how effective you think you are in practicing good listening techniques, answer these questionsabout yourself. Remember: Be ruthlessly honest with yourself! If you’re not, this won’t help. Almost Usually Seldom Never1. Do you let people finish what they’re trying to say before you speak?    2. If the person hesitates, do you try to encourage him/her…rather than start your reply?    3. Do you withhold judgment about the person’s idea until he/she has finished?    4. Can you listen fully, even though you think you know what he/she is about to say?    5. Can you listen nonjudgementally, even if you do not like the person who’s talking?    6. Do you stop what you’re doing and give full attention when listening?    7. Do you give the person appropriate eye contact, head nods, and non-verbals to indicate that you’re listening?    8. Do you listen fully, regardless of the speaker’s manner of speaking (i.e., grammar, accent, choice of words)?    9. Do you question the person to clarify his/her ideas more fully?    10. Do you restate/paraphrase what’s said and ask if you got it right?     Total Score: 36-40 Outstanding Listener 30-35 Good Listener, but put more effort into attention and suspending judgment Your 26-29 Needs Work: What pay-off would you get from improving? Total 0-25 Ask if you were really serious about taking this test. What could you gain by improving? 4
  • Your Listening What are the Threats to Listening? NotesExternal:  ________________________________________  ________________________________________  ________________________________________  ________________________________________  ________________________________________  ________________________________________Internal:  ________________________________________  ________________________________________  ________________________________________  ________________________________________  ________________________________________  ________________________________________ ACTIVE LISTENERS AVOID THE BARRIERS Presented by: “Everything has been said before, but since nobody listens Janie Wiltshire Due West Company we have to keep going back and beginning all over again.” ~ Andre Gide 5
  • Your ListeningAre You Listening With Your Senses? Notes Listening with “eyes” Listening with “hears” Listening with “knows” Listening with “mouth” Listening with feeling - hearfelt listening 4 Skills to Listen With E ______________________________ A ______________________________ R ______________________________ S ______________________________ Presented by: “If you spend more time asking appropriate questions Janie Wiltshire Due West Company rather than giving answers or opinions, your listening skills will increase” ~ Brian Koslow 6
  • Your Listening 5 “Be’s” of Listening Notes1. Be ______________________________________. ___________________________ ___________________________ ___________________________2. Be ______________________________________.3. Be ______________________________________.4. Be ______________________________________.5. Be ______________________________________. Presented by: “It is the province of knowledge to speak, and it is the privilege of wisdom to listen.” Janie Wiltshire Due West Company ~ Oliver Wendell Holmes 7
  • Trained vs. Untrained Listeners Trained Listeners Untrained Listeners1. Defer their judgment; don’t stereo-type; 1. Tune out others; prejudge facts listen for feelings and facts 2. Quick to mentally criticize grammar2. Pay attention to content / speaking style 3. Try to talk when they should be listening3. Listen completely first; make people feel valued 4. Listen for facts and errors to prove others wrong4. Listen for main idea; disregard minor points 5. Try to reply to everything –5. Avoid sidetracking and sarcastic remarks exaggerations and errors6. Give themselves internal clues 6. Fake attention to listening7. Realize listening is a full time job; keep eye 7. Try to do something else while listening contact 8. Give up too soon8. Listen carefully; give feedback; ask confirmation 9. Distracted by emotional words; lose their temper9. Feel their anger but control it 10. Give little verbal response10. Make affirmative statements 11. Unaware of talking / listening “speed limits”11. Maintain patience while listening mismatch12. Listen for emotions 12. Impatient to “get on with it” 8
  • Your Listening Telephone Listening Notes________________________________________________________________________________________________________________________________________________________________ Notetaking________________________________________________________________________________________________________________________________________________________________ Presented by: “I like to listen. I have learned a great deal from listening carefully. Janie Wiltshire Due West Company Most people never listen.” ~ Ernest Hemingway 9
  • Your Listening Listening For Objections Notes Top Salespeople anticipate objections and are __________ for them. Do you have a list of common objections and the questions to ask when they are presented? Do’s and Don’ts With Objections:1. ____________________________________________2. ____________________________________________3. ____________________________________________4. ____________________________________________5. ____________________________________________OBJECTIONS ARE AN OPPORTUNITY FOR THE FUTURE. “I know that you believe you understand what you think I said, Presented by: Janie Wiltshire but I’m not sure you realize that what you heard is not what I meant.” Due West Company ~ Robert McCloskey 10
  • Your ListeningHow Easy is it to Become a Better Listener? Notes1. ____________________________________________2. ____________________________________________3. ____________________________________________ THERE ARE NO __________ __________. IT TAKES: __________, __________, __________ and ______________________________. Presented by: “If A equals success, then the formula is A equals X plus Y and Z, Janie Wiltshire Due West Company with X being work, Y play, and Z keeping your mouth shut.” ~ Albert Einstein 11
  • PROGRAM EVALUATION Hoosier Hospitality 3-16-11 Can You Hear Me Now? Consistent with the idea that you don’t have to be bad to get better, please take a few moments to complete this evaluation form and return it to us before you leave. Thank you. Janie 1. How did this program meet your expectations?  More than I expected.  About what I expected.  Less than I expected. Comments:_____________________________________________________________________ ______________________________________________________________________________ 2. How would you rate the content and material presented?  Informative and useful  Informative, but not very useful for my job  Not very informative or useful Comments:_____________________________________________________________________ ______________________________________________________________________________ 3. How would you rate the speaker?  Interesting and knowledgeable  Interesting, but could be more educational  Knowledgeable, but could be more interesting  Not very interesting or knowledgeable Comments:_____________________________________________________________________ ______________________________________________________________________________ 4. What did you like best about this program? ______________________________________________________________________________ ______________________________________________________________________________ 5. What do you think would make the program better? ______________________________________________________________________________ ______________________________________________________________________________ Comments: ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ Presented by:Name __________________________________ Property ______________________________ Janie Wiltshire Due West CompanyAddress _________________________________________________________________________ 313 Jungle Road, Edisto Beach, SC 29438City ____________________________________________ State _______ Zip ________________ (843) 869-5252 •