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.<\/p>\n\n\n\n
The listener actively displays interest in drawing the speaker\u2019s intended meaning by using verbal and non-verbal signals.<\/p>\n\n\n\n
The HEAR model<\/strong><\/p>\n\n\n\n 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<\/p>\n\n\n\n Listening Techniques<\/strong><\/p>\n\n\n\n Following techniques helps a telesales executive in being fully involved in listening :<\/p>\n\n\n\n Reformulating<\/strong> \u2013 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.<\/p>\n\n\n\n \u201cIf I understand correctly, ______.\u201d<\/p>\n\n\n\n \u201cIs it correct to say that ______?\u201d<\/p>\n\n\n\n \u201cI understand that ______.\u201d<\/p>\n\n\n\n Specification<\/strong> – 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.<\/p>\n\n\n\n \u201cWhat makes you say that ______?\u201d<\/p>\n\n\n\n \u201cPlease tell me why you feel that ______?\u201d<\/p>\n\n\n\n Encouraging<\/strong> 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.<\/p>\n\n\n\n \u201cPlease, go on.\u201d<\/p>\n\n\n\n \u201cPlease tell me more.\u201d<\/p>\n\n\n\n \u201cI\u2019d like to hear more.\u201d<\/p>\n\n\n\n Obstacles<\/strong><\/p>\n\n\n\n Listening faces various obstacles and telesales executive should make effort to clear them. Usual obstacles are<\/p>\n\n\n\n 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…<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-109875","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\n