Be a Good Listener
When you’re meeting with a customer or prospective customer (particularly if you haven’t met them before):
- Ask if it’s OK to ask some questions
- Ask “open questions”, i.e. those that require more than a yes/no answer
- Ask for clarification or elaboration of a customer’s statement
- Ask if it’s OK to take written notes – this tells the customer that what he/she is saying is important
- Don’t interrupt
- Don’t argue or contradict
- Repeat back the customer’s goals, issues or concerns to reinforce and clarify
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