However, if you're talking to a client or customer, stick to the point and never interrupt them. It's a sign that you're not listening or that you're too eager to sidetrack them so you can start talking.
Another irritating habit of someone who doesn't listen properly is the ability to "mind read" and finish someones…
Sentence. Yes, that's right it is really annoying and if you do it too often, it shows lack of respect for the person talking and you could also guess the wrong ending!
Understand your customer
If you don't take time to understand your customer, by listening to them properly, then someone else will and that's where the cheque will go.
Remember that we are all unique and just like a thumb print, our map of "reality" is just that a map - it's a representation. Just like a menu in a restaurant represents the food - it isn't the food itself.
Listen and see the way the customer thinks. This is about listening to the language they use and how they represent the world (more about this subject later). Respect that they will see the world from a different vantage point to you. Listen carefully and understand that this is valid from their perspective.
Paraphrase what they say
To ensure that the customer or client knows that you've understood what they've said, it is important to listen emphatically and paraphrase what you've heard. This is using the same words back to them so that they know you've received the message they were conveying correctly.
It also makes the sender of the message feel reasurred that you've understood the emotions, their thoughts and clearly received the meaning of what they've said.
The importance of eye contact
Don't take long notes when talking with a client because this will break rapport and become distracting. Always keep your notes brief and maintain good eye contact at all times.
Mirror their eye contact, so if they break their eye contact, make sure you do to, albeit momentarily and make sure you don't stare them down - this isn't a competition of who is the more dominant in the conversation.
Think fast and briefly pause for thought
You need to be quick thinking if you're in a sales situation. Don't interupt or second guess, but be prompt in asking the next question. The one thing that will cut rapport quickly is a long hesitation by you, whilst you think about your next question!
As the client or customer is talking, listen carefully to what they're saying and then make sure you follow up immediately with a question to either clarify what they've said, or to move you further in the negotiation process.
