Jennifer is in sales. Jennifer is on calls all day long, speaking with potential clients. When we first talked, Jennifer complained to me that the people she was connecting with were often upset about something in their day. Jennifer had her eye on the clock, trying to meet the company expectations. She was worried about her own bills. What she wanted to do was get them their product and move on.

There was a conflict between their needs and her desires.  This blocked Jennifer from creating the connection she needed to make the sale.

I listened to Jennifer's concerns. I heard her out until she was calm again. I validated HER feelings. When she was ready - and until a person is ready, nothing will change - I asked the question, "Are you open to some ideas?"

She was.

I suggested to Jennifer that she see what happens if she listened carefully to the client about their problems, whatever it was, however it presented. I taught her to start from where they are and reflect back their feelings. I explained to her that she could short-cut the needed time in her sales process if she could validate their emotions and experiences - without taking on their problems as her own.  Once her clients cleared out their emotional baggage, they could focus again on the purpose of the call.  I explained that this would help her get what she needed, faster. Even if it did feel like a detour at first.

Months went by. I happened to run into Jennifer again. She shared with me that what I had taught her was life altering. She is top in her sales group consistently now. Repeat clients ask to work with her specifically. This has led to repeat sales. She has created the connection to make life better for both her and the clients.

More importantly, she feels better about tolerating the negative energy they throw out at her sometimes in the beginning. She is happier in her job - and life. She's a bright woman. She realized that if she applied this technique to her family, it would improve her home life as well. 

And it did.

Now she understands emotional regulation. She knows that by establishing calm first, she will be able to move to a more productive conversation, faster. She feels good about herself because she knows she is helping other people by listening - and being successful at work at the same time.

Jennifer's sales success is a testimony to the power of empathy and active listening skills.

Her initial frustration and desire to simply get through calls quickly were blocking her from making meaningful connections with clients. Jennifer learned to overcome this barrier by acknowledging and engaging with clients' emotions and experiences. Backing off of a focus on numbers and time had a counter-intuitive impact. By taking a little more time with each call, she had a better success rate. This approach not only helped her make sales more efficiently but also resulted in positive feedback and repeat business.

Ultimately, Jennifer's experience serves as a reminder that success in sales requires more than just a persuasive pitch; it demands genuine compassion and empathy for others.

Discover the power of Active Listening and take your sales to the next level. Connect with Deb Porter on LinkedIn to learn more.