Tuned In or Tuned Out to Your Client?

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Great leaders have perfected the art of listening. They know that active listening creates stronger business teams and provides a better workplace environment. They use active listening to foster deeper relationships with clients, colleagues and the people in their lives. Our attention is constantly being drawn away by mobile devices and social media.

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or disclose its contents or to manufacture, use, or sell anything it may describe. Reproduction, disclosure, or use without specific written
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April 21, 2016 | Marilyn Janas
Tuned In or
Tuned Out
to Your Client?
Thank you for joining us today, we will be getting started shortly.
In the meantime, please share the location that you’re joining us from.
Submit your answer via the Q&A window.

Today, we communicate in a busy world
© 2016 ValueSelling Associates Inc. All rights reserved.
Media
Texting
Information Overload
Multi-Tasking
Multi-Cultural environment

Barriers to good listening
technology
bias
time
constraints
language noise
stress
© 2016 ValueSelling Associates Inc. All rights reserved.

Result
Shorter attention span
More to accomplish in less time
Listening becomes even more challenging
© 2016 ValueSelling Associates Inc. All rights reserved.

Why listen?
It’s important in the
context of business
We like people who
are interested in us –
Our prospects and
customers like people who
are interested in THEM.
─ WIIFM-what’s’ in it for me?
─ Why is this important?
© 2016 ValueSelling Associates Inc. All rights reserved.

Active listening as a skill
Listen with all
senses
Communicate
with your whole
self
Engage amd
reflect
Allow the
message to be
complete
Respond
Appropriately
© 2016 ValueSelling Associates Inc. All rights reserved.

Listening Strategies
Consistent in Principle
Sales Cycle: Environment
and Scenarios Evolve
Engagement: Critical at
every phase
Create Awareness
Develop Actionable
Strategies
© 2016 ValueSelling Associates Inc. All rights reserved.

Different Perspectives of Listening
© 2016 ValueSelling Associates Inc. All rights reserved.
Relationship Development
Information Gathering
/Understanding/Discovery
Collaboration
Solution Development
Negotiation

Relationship
Development
Investment
─ Time
─ Attention
─ Realize the Payoff
© 2016 ValueSelling Associates Inc. All rights reserved.

Information Gathering:
Desire to “understand”
Engagement: What it
means to the sales process
Identify Problems
─ Hear what is said
• What is apparent
• What is not apparent
• Questioning for additional
information
© 2016 ValueSelling Associates Inc. All rights reserved.

Solution Development
What is the other
person’s perspective
Engagement for “buy-in”
© 2016 ValueSelling Associates Inc. All rights reserved.

Collaboration
Listening is a
two-way street
Active listening promotes
active engagement
© 2016 ValueSelling Associates Inc. All rights reserved.

Negotiation
What issues need
to be identified and
agreed-upon
Validity of other
person’s perspective
Communication of
own perspective
© 2016 ValueSelling Associates Inc. All rights reserved.

ACTIONABLE POINTS!
Restating and Reflecting
Giving Feedback
Probing
Minimal Encouragers
Validation and Emotion Labeling
Effective Pause and Silence
Redirecting and Summarizing
Consequence
© 2016 ValueSelling Associates Inc. All rights reserved.

Questions?
© 2016 ValueSelling Associates, Inc. All rights reserved.

At the end of today’s webinar
Go to valueselling.com > resources > webinars
to download today’s slides
© 2013 ValueSelling Associates Inc. All Rights Reserved.
16

Visit the eStore at valueselling.com
© 2016 ValueSelling Associates, Inc. All rights reserved.
Books
ValueSelling
tools
On-demand
courses
Complimentary
library of
webinars and
newsletters

Save the date!
Our next webinar will be:
Hook ‘em with
Value-based Stories
May 19 | 10:00AM PDT
© 2016 ValueSelling Associates, Inc. All rights reserved.

Follow and engage with us!
ValueSellingAssoc
ValueSelling Associates
ValueSelling-Associates
@Valuselling
© 2016 ValueSelling Associates Inc. All rights reserved.

Thank you!
Marilyn Janas| Managing Partner
marilyn@valueselling.com
+ 1 760 674 9600
+1 619 743 7272 (direct)

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Tuned In or Tuned Out to Your Client?

1. COMPLIMENTARY WEBINAR This document contains proprietary information of ValueSelling Associates. Its receipt or possession does not convey any rights to reproduce or disclose its contents or to manufacture, use, or sell anything it may describe. Reproduction, disclosure, or use without specific written authorization of ValueSelling Associates is strictly forbidden. April 21, 2016 | Marilyn Janas Tuned In or Tuned Out to Your Client? Thank you for joining us today, we will be getting started shortly. In the meantime, please share the location that you’re joining us from. Submit your answer via the Q&A window.

5. Why listen? It’s important in the context of business We like people who are interested in us – Our prospects and customers like people who are interested in THEM. ─ WIIFM-what’s’ in it for me? ─ Why is this important? © 2016 ValueSelling Associates Inc. All rights reserved.

6. Active listening as a skill Listen with all senses Communicate with your whole self Engage amd reflect Allow the message to be complete Respond Appropriately © 2016 ValueSelling Associates Inc. All rights reserved.

7. Listening Strategies Consistent in Principle Sales Cycle: Environment and Scenarios Evolve Engagement: Critical at every phase Create Awareness Develop Actionable Strategies © 2016 ValueSelling Associates Inc. All rights reserved.

8. Different Perspectives of Listening © 2016 ValueSelling Associates Inc. All rights reserved. Relationship Development Information Gathering /Understanding/Discovery Collaboration Solution Development Negotiation

10. Information Gathering: Desire to “understand” Engagement: What it means to the sales process Identify Problems ─ Hear what is said • What is apparent • What is not apparent • Questioning for additional information © 2016 ValueSelling Associates Inc. All rights reserved.

14. ACTIONABLE POINTS! Restating and Reflecting Giving Feedback Probing Minimal Encouragers Validation and Emotion Labeling Effective Pause and Silence Redirecting and Summarizing Consequence © 2016 ValueSelling Associates Inc. All rights reserved.

20. Thank you! Marilyn Janas| Managing Partner marilyn@valueselling.com + 1 760 674 9600 +1 619 743 7272 (direct)

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