Paraphrase Your Customer's Words

The customer is only sure that you have been listening when you
paraphrase what the prospect has said and feed it back in your own
words. This is where the rubber meets the road in effective
listening. This is where you demonstrate in no uncertain terms to the
prospect that your listening has been real and sincere. This is where
you show the prospect that you were paying complete attention to what
he or she was saying. Paraphrasing is how you prove it.

Question for Clarification
When the prospect has finished explaining his or her situation to
you, and you have paused, and then questioned for clarification, you
paraphrase the prospects primary thoughts and concerns, and feed them
back to him or her in your own words.

Use the Right Words
For example, you might say, "Let me make sure I understand exactly
what you are saying. It sounds to me like you are concerned about two
things more than anything else, and that in the past you have had a
couple of experiences that have made you very careful in approaching
a decision of this kind."

Feed it Back Accurately
You then go on to feed back to the prospect exactly what he or she
has told you, pausing and questioning for clarification as you go,
until the customer says words to the effect of, "Yes, that's it!
You've got it exactly."

Earn the Right to Sell
Only when you and the customer completed a thorough "examination" and
have mutually agreed on the "diagnosis" you are in a position to
begin talking to the customer about your product or service. In
general terms, this means that you can not pull out your brochures
and price lists and begin telling the customer how your product or
service can solve his problems or achieve his goals until about
seventy percent of the way through the sales conversation. Until
then, you have not yet earned the right. Until then, you don't even
know enough to begin an intelligent presentation without embarrassing
yourself.

Be a Good Listener
The more and better you listen, the more and better people will like
you, trust you and want to do business with you. The more they will
want to get involved with you as a person and the more popular you
will be with them. Excellent listeners are welcome everywhere, in
every walk of life, and they eventually and ultimately arrive at the
top of their fields.

Action Exercises
Here are two things you can do immediately to put these ideas into action.

First, remember that your first job in the sale is to get the
customer to like you and believe that you understand his situation.
Paraphrasing is the way you accomplish this.

Second, be sure that the customer agrees with you completely when you
feed back his concerns to him. Only then can you really start selling.

Brian Tracy