Listening is a voluntary act. It is different from hearing as it includes being actively involved towards the person giving the message. It is an vital skill for telesales person so, as to let the other person know that you understand what he is saying, to show that you are interested and that you understand his feelings towards the issue.
The listener actively displays interest in drawing the speaker’s intended meaning by using verbal and non-verbal signals.
The HEAR model
Usually in telesales environments, the HEAR model of listening is used. HEAR is a contraction for hear, empathize, analyze and respond. HEAR model puts down a step by step approach with configuration of the whole listening process to ensure that the telesales executive is listening to the person on the other end of the line. The various components of the model are as
- Hear – Hearing is a natural function of a human body. Listen carefully to the words and the feelings behind them, which surface through the tone of voice. Do not let your own feelings, attitudes or opinions keep you from listening. Avoid prejudice. Do not interrupt; it is important that you hear all that the other person has to say out before reacting.
- Empathize – The word empathy means being inside the other person’s feelings, or rather understanding what the other person feels. It is achieved by showing interest in the other person’s perspective, even if it differs from your own and using an adequate tone of voice. It also involves aiming for complete understanding by paraphrasing the facts of speaker.
- Analyze – People can listen at a higher rate than they can speak thus enabling a time gap for analyzing what is being said. Telesales executive can use this time to review and summarize the words and their meaning.
- Respond – Through answering the telesales executive should prove that you have listened and understood what you had been told. Formulate an answer that the speaker can understand.
Listening Techniques
Following techniques helps a telesales executive in being fully involved in listening :
Reformulating – It involves using other words than those used by the speaker, that add up to the same meaning. It serves the purpose of confirming that the message sent was understood correctly, while proving to the person speaking that you are paying attention.
“If I understand correctly, ______.”
“Is it correct to say that ______?”
“I understand that ______.”
Specification – Specification is used to give the chance to clarify the statements. It is an effective way to help the telesales executive to verbalize emotions and feelings.
“What makes you say that ______?”
“Please tell me why you feel that ______?”
Encouraging It stimulate the person on the other end of the line to continue to present his point of view and provide you with more information but requires refrain from formulating agreement or disagreement.
“Please, go on.”
“Please tell me more.”
“I’d like to hear more.”
Obstacles
Listening faces various obstacles and telesales executive should make effort to clear them. Usual obstacles are
- Environmental interference like other conversations or sources of noise in the background.
- Attention span differs from one person to another, and if conversation is not very engaging, the listener’s mind might start to wander.
- Message clarity during conversation due signal transmission and conversion in telephones.