I don’t know about you, but people who talk too much can sometimes be annoying. They’re so caught up in what they’re saying and selling themselves as an expert that they forget about the most important person in the conversation – the customer.
If you’re talking more than 50 percent of the time during a conversation, you could be alienating others. Ask yourself these questions and start learning tips to improve your service with buyers and sellers:
- Are you creating a dialogue? You may be so focused on making a point that you begin talking at your customer rather than with them.
- Have you ever interrupted someone when they’re talking? (Huge pet peeve of mine) This can often alienate someone and is hard to overcome. Try to resist the urge to rush the conversation too much.
- Are you asking the right questions? During the conversation, find out what’s most important and make notes of it. Ask the buyer to rate the features they want in a home in order of importance. For example, if they want a home with a large dining room, find out how many people it needs to accommodate.
- Are you listening with both your ears and eyes? Some people will tell you what you want to hear, but their body language may say something else. Pay close attention to their eyes, if their head is tilted, if their arms are crossed, if they’re nervous, etc. This could mean they’re impatient, annoyed or they’ve tuned you out. Listen for the tone of their voice too.
- Are you distracted or trying to multi-task? If so, you could miss out on a key piece of information. It also tells the customer that they’re not important enough to have your full attention.
So what do you think? Could your listening skills need some tweaking?