“So what I hear you saying is…..”
If you’ve got used this sentence or one prefer it to paraphrase a press release, concern, objection, remark or suggestion then you can be sending a message to your shopper that you’re not listening. You have been in all probability advised the easiest way to know and join with a prospect is to pay attention actively and paraphrase what you’ve got heard. I’m positive you by no means gave it a second thought. But there’s a greater option to talk AND guarantee your shopper is aware of you actually perceive their concern.
Have you ever paraphrased one thing a prospect stated and did not get it proper? Imagine how irritating that’s for the prospect who took their time to speak their challenge to you. Instead of feeling like they have been heard they now need to spend extra time explaining it once more. How embarrassing is that so that you can need to be re-advised one thing you must have paid extra consideration to within the first place? This can considerably impression your means to determine a connection and achieve that prospect as a shopper.
It’s not that paraphrasing is a horrible factor to do. And your prospects will not run out of the room screaming however there’s a greater option to talk that you’ve got heard what they stated. Plus you will create extra emotions of empathy and understanding out of your prospect permitting you to make a larger connection. And most significantly there is no probability of you “getting it mistaken”. Are you dying to know what it’s? Drum position please………
“Repeat their phrases again to them”
Here’s an instance;
Prospect: I actually need to lose ten kilos I’ve gained over the summer time. I know I eat all of the improper meals plus I do not train. My schedule is so hectic I do not even know when I’m going to seek out the time to suit it in.
Paraphrasing: So what you’re saying is you are sad together with your weight, want some assist with vitamin and time administration expertise.
Repeating their phrases: You need to lose ten kilos, keep away from consuming the improper meals and discover the time to suit it in, is that proper?
From this instance are you able to select the distinction between paraphrasing and repeating their phrases? In the paraphrasing sentence the private coach presumes the individual is sad though they by no means state it. The coach is definitely projecting their very own emotion onto the prospect. The prospect will not be feeling sad however experiencing different feelings like frustration, anger and even resentment. The private coach might have gotten the emotion all fallacious. Subconsciously the prospect could also be considering, “that is not it in any respect, this coach does not perceive me”.
While it is true that the prospect does need assistance with vitamin and time administration the coach does not state what the precise problem is for them. Their paraphrasing was too common and the prospect might be considering, “I hope this coach understands what I want.”
In the repeating their phrases instance, three particular points have been delivered to the eye of the coach after which the coach reiterated them again to the prospect. This was adopted by the query, is that proper? Since you’re utilizing their actual phrases to precise their challenge, the prospect will really feel such as you actually understood them and say, “sure that is proper.” Repeating their phrases again is a a lot better method to talk that you simply have been listening and perceive their drawback.
One caveat I should point out. Don’t turn into a parrot and maintain repeating again every thing they are saying. Remember if you have been a child and also you used to repeat each phrase somebody stated? How annoying was that?
Try utilizing this system of repeating their phrases when applicable and pay attention to the response you get. Don’t overlook to ask the query, “Is that proper?” or a model of it to reveal to the prospect that you’re actually listening and perceive their points.
By Donna Hutchinson