Active listening definition: active listening is the process of paying attention to, and interpreting the underlying message of, customer interactions.
Active listening is an advanced listening technique where the listener – typically a brand representative – makes a conscious effort to look at all aspects of a conversation.
They will look for elements used by a customer such as:
By effectively interpreting these, we are able to gain a deeper insight into what the customer is really trying to say.
For example:
Sales reps who use active listening may notice that a customer’s objection to the price of your product is actually them expressing doubt this is the correct solution for them.
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