A client who feels heard trusts the advisor more readily. Active listening also helps tailor your arguments more accurately.
What it means in practice
Active listening means listening attentively with full engagement: without interrupting, with follow-up questions, paraphrasing (“So what matters most to you is…”) and responding to emotions.
Why it matters for your business
A customer who feels heard trusts the advisor more and is more open to a proposal. Active listening also helps you choose arguments precisely – you talk about what matters to the customer, not about everything.
Examples and good practice
- Keep eye contact and don’t interrupt.
- Paraphrase to confirm understanding.
- Note key needs and concerns.
- Link your arguments to the customer’s words.
How to use it in a sales conversation
When the client says “I can’t take calls while working”, come back to it later: “You mentioned phone calls – online booking solves exactly that problem”.
