Action of the Pause
One of the best ways to learn about your prospect
or customer is using a pause at two points in your questioning: after you've
asked the question, and after the listener has answered.
Not just a brief pause, but a 2-3 second
pause. Here are some of the benefits of this technique.
1. You won't feel compelled to continue
talking after asking the question if you force yourself to pause. People don't
always immediately answer, and pausing gives them the opportunity to think a
bit.
2. The number and length of responses will
increase. People feel more comfortable when you give them time to frame their
answers, which will likely be more comprehensive.
3. The amount of unsolicited information
will increase. By not jumping in immediately after they've answered, they're
given a little time to contemplate what they've just said, which may prompt
additional comments.
4. You'll have more time to understand
what they've said. Since you know you're going to pause, you can spend all of
your listening time focused on the message, not on what you will say next.
5. You'll have more time to formulate your
next comment. You can use your pause time to develop your next question or
statement, which will be more meaningful, since you'll possess more relevant
information.
ACTION STEP
Force yourself to pause after your question, and after they answer. I've seen reps hold the "mute" button on their phone for a couple of seconds so they restrain themselves. Practice this on the phone and in all areas of your life. You'll find you get more information than you ever have
