Entelechy - Unlocking Potential

  • Home
  • About Us
    • Our Approach to Training
    • Our Philosophy
    • Our Policies
    • Praise from Management Gurus
  • Customized Training
    • Management Training
    • Sales Training
    • Customer Service Training
    • Customized Process Training
      • Supplemental Nutrition Assistance Program (SNAP) Training
    • Train the Trainer Training
    • Everything DiSC
  • Training Services
    • Needs Assessment & Recommendations
    • Instructional Design & Development
    • Customizable Training Content
    • Training Delivery
    • Training Evaluation
  • Training Tools
    • Entelechy’s eGuides
    • Recommended Reading List
    • Training ROI Calcuator
    • Leadership Development ROI Quick Reference Guide
  • Case Studies
    • Case Studies – High Performance Management
    • Case Studies – High Performance Sales
    • Case Studies – High Performance Customer Service
    • Case Studies – Customized Process Training
    • Case Studies – High Performance Training
    • Case Studies – Adult Learning Support
  • References
  • Contact

Listening and Questioning

Overview

The shortest sales course in the world: 1) ask questions, 2) listen.

Listening and questioning are undoubtedly the two most important skills in the sales and customer service professions. HOW you ask questions and WHAT you ask about often determine whether you’re going to be given the opportunity to listen so you want to make sure you do it correctly.

Performance Outcomes

As a result of participating in Listening & Questioning, you should be able to apply active listening and effective questioning skills to understand our customer’s needs and concerns, to improve customer relations, and to increase sales. Specifically, you should be able to:

  • Recognize how easily miscommunication can take place and describe the consequences of miscommunication.
  • Determine the customer’s true meaning.
  • Check your own personal filters or biases.
  • Demonstrate effective listening.
  • Use questioning tools — including FIRST Questions — to improve effectiveness.

Activities

Activities include an exercise in recognizing how easily miscommunication can take place, checking your own personal filters or biases, an exercise in listening, an exercise in creating effective questions, and a questioning and listening role play.

Customized Training

  • Overview
  • High Performance Management
  • High Performance Sales
  • High Performance Customer Service
    • Core Skills
      • Impacting the Customer Experience
      • Focusing on the Customer
      • Exploring Social Styles & Motivators
      • Enhancing Customer Courtesy Skills
      • Communicating Effectively
      • Handling Challenging Situations
      • Balancing Business & Customer Needs
      • Providing Products to Customers
      • Recognizing Value
      • You REALLY are the One at Your Company
    • Selling Skills for Customer Service
      • Transitioning to Sales
      • Developing a Campaign Strategy
      • Listening & Questioning
      • Positioning the Sale
      • Managing Sales Objections
      • Closing the Sale
      • Integrating Customer Service Skills
      • Improving Personal Effectiveness
    • Customer Service Management
      • Leadership Support
  • Customized Process Training
  • High Performance Training
  • Everything DiSC

Copyright © 2018 Entelechy, Inc. All Rights Reserved.

Hello! Do you have a question about us, our solutions, or how we might be of service to you? Please leave your email address and we’ll get right back to you.

Katie 800.376.8368