February 10, 2019 – Chicago Tribune –

Differentiation begins by answering the phone. Those small businesses that respond quickly to phone calls dramatically increase their odds of winning the business. Also those firms that do not call back dramatically increase their odds of losing the business and having negative reviews.

Another simple and easy differentiation is to just listen to your customers (both external and internal), your incoming sales leads or prospects. There exists a great possibility by being silent you will hear what others never heard.

Further listening differentiation includes confirming what was just shared. By restating what you have heard, you just confirmed to that other person you were “really” listening to him or her. Then you can ask the prospect, “Is there anything else I should know or you would care to add?” This question usually gets additional information. Sometimes you, as the salesperson, may have to repeat this question a couple of times as you receive additional information.

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Listening Seekers, what are your thoughts?

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