BUSINESS
ACTIVE LISTENING SKILLS
Active listening is a communication technique designed to build rapport between speaker and listener. An
active listener is cognizant of both the verbal and body
language of the speaker. Active listening incorporates
the following:
• Be present and in the moment with the client
• Pay attention to THEIR needs and desires!
• Look for accuracy while they are speaking! Be sure
to confirm or clarify when necessary.
• Listen to the emotions that are portrayed in what
they are sharing.
PROPOSAL OF RESOLUTION
The goal of a proposal of resolution is to meet the client’s
needs and desires. You have actively listened and are aware
of the details. Now it’s time to build credibility!
Propose your resolution based on the needs of the client. If you don’t feel it is an excellent match, be honest
about it as well. If they see your integrity, they will refer
you to others, regardless of whether they purchase.
SUMMARIZATION OF SHARED TIME
The art of summarizing the shared time should be
brief. In a few sentences, summarize the client’s needs
and desires. Validate what they have shared. When
building rapport, you are essentially selling yourself.
FOLLOW-UP CONNECTIONS
People love to know someone has thought of them.
Therefore, it is critical to take the time to follow up after
your meeting. It is often this very act that seals the deal.
There are multiple ways to follow up:
• Send a thank you card
• Schedule another time to meet
• Highlight their business on social media
USING RAPPORT
TO CLOSE THE DEAL
Are you ready to close the deal? Now is the time to
ask the following questions of your potential client:
• What are your thoughts?
• Does what we discussed make sense?
• Is there anything you would like for me to clarify?
This technique allows you to gauge whether they are
on board with proceeding, or if there is hesitation.
Active and intentional listening skills are essential
during the entire process of building rapport and closing
a deal. Doing so solidifies your unique ability to meet
the needs and desires of the client. At this juncture, your
listening skills affirm they are #1 in your book!
Kristie Knights is a licensed psychotherapist, collaborative practitioner in civil and
divorce law, professional speaker, author, and vice president of the Global Sisterhood
Non-Profit 501(c)(3).
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INSPIRING LIVES
SUMMER 2016