From the course: Retail Sales: The Importance of Listening
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Listen with empathy
From the course: Retail Sales: The Importance of Listening
Listen with empathy
- A lot of people think that active listening is the highest level of listening, but that's not true at all. I can look like I'm listening, nod my head, focus on you like a deer locked on headlights, but it doesn't mean I understand what you're saying. The highest level of listening is empathic listening. Listening with empathy. It's putting yourself in someone else's shoes and understanding their situation from their perspective. Here's how you listen with empathy on the sales floor. First, put yourself in the customer's place. No, really, this works. In your mind's eye, try to see yourself standing where the customer is, experiencing the same problem they're telling you about. How would you feel? If you bought a new bookshelf and spent two hours putting it together and then found out a piece is missing. You might be angry. Then, speaking from the customer's perspective, say something empathetic that demonstrates you get how the customer is feeling. Something like, I know that had to…
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