Listening - The Missing Ingredient In Sales It is estimated that half of our time is spent listening. Good listening is an essential part of active communication. It makes us better salespeople. What kind of listener are you? This program will help you understand the difference between a trained and an untrained listener. Attendees will learn a secret to help them be more effective listener in EVERY sales situation. Strong listening skills will help you increase sales and grow your personal and professional relationships. Are your listening skills well honed? It could be the one talent that gives you the competitive advantage you need in today’s tough economic conditions. You will hear Janie Wiltshire, a powerful and persuasive presenter share her experience and knowledge on the critical subject of listening. Attend this program and learn how your ears are your real tool for success! Can you hear me now?

1. Can You Hear Me Now?
Listening:
The Missing
Ingredient in Sales
HOOSIER HOSPITALITY Presented by:
Janie Wiltshire
Due West Company
March 16, 2011 (843) 869-5252
www.janiewiltshire.com

2. Your Listening
Listening Facts Notes
 Listening is our __________ communication activity.
 Listening is a __________ and __________ behavior.
 Poor listening is __________.
 Effective listening is __________.
 Listening can be commanded only to the degree __________.
 Effective Salespeople seek to become _________ _________.
Presented by:
“The deepest need for your body is air. The deepest need for your heart is to be understood. Janie Wiltshire
Due West Company
When you listen to another person, it is the equivalent of giving their soul air.” www.janiewiltshire.com
janiewiltshire@yahoo.com
~ Stephen Covey
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3. Your Listening
A good listener is . Notes
They are always asking themselves:
How ________________________________?
Where _______________________________?
When _______________________________?
Why ________________________________?
4 Reasons Salespeople Are Poor Listeners
1. ____________________________________________
_____________________________________________
2. ____________________________________________
_____________________________________________
3. ____________________________________________
_____________________________________________
4. ____________________________________________
_____________________________________________
“To listen well, is as powerful a means of influence as to talk well, Presented by:
Janie Wiltshire
and is as essential to all true conversation.” Due West Company
www.janiewiltshire.com
~ Chinese Proverb janiewiltshire@yahoo.com
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4. Listening Awareness Inventory
To see how effective you think you are in practicing good listening techniques, answer these questions
about yourself. Remember: Be ruthlessly honest with yourself! If you’re not, this won’t help.
Almost Usually Seldom Never
1. Do you let people finish what they’re trying to say before you speak?    
2. If the person hesitates, do you try to encourage him/her…rather than start your reply?    
3. Do you withhold judgment about the person’s idea until he/she has finished?    
4. Can you listen fully, even though you think you know what he/she is about to say?    
5. Can you listen nonjudgementally, even if you do not like the person who’s talking?    
6. Do you stop what you’re doing and give full attention when listening?    
7. Do you give the person appropriate eye contact, head nods, and non-verbals to
indicate that you’re listening?    
8. Do you listen fully, regardless of the speaker’s manner of speaking
(i.e., grammar, accent, choice of words)?    
9. Do you question the person to clarify his/her ideas more fully?    
10. Do you restate/paraphrase what’s said and ask if you got it right?    
Total Score:
36-40 Outstanding Listener
30-35 Good Listener, but put more effort into attention and suspending judgment Your
26-29 Needs Work: What pay-off would you get from improving? Total
0-25 Ask if you were really serious about taking this test. What could you gain by improving?
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5. Your Listening
What are the Threats to Listening? Notes
External:
 ________________________________________
 ________________________________________
 ________________________________________
 ________________________________________
 ________________________________________
 ________________________________________
Internal:
 ________________________________________
 ________________________________________
 ________________________________________
 ________________________________________
 ________________________________________
 ________________________________________
ACTIVE LISTENERS AVOID THE BARRIERS
Presented by:
“Everything has been said before, but since nobody listens Janie Wiltshire
Due West Company
we have to keep going back and beginning all over again.” www.janiewiltshire.com
~ Andre Gide janiewiltshire@yahoo.com
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6. Your Listening
Are You Listening With Your Senses? Notes
Listening with “eyes”
Listening with “hears”
Listening with “knows”
Listening with “mouth”
Listening with feeling - hearfelt listening
4 Skills to Listen With
E ______________________________
A ______________________________
R ______________________________
S ______________________________
Presented by:
“If you spend more time asking appropriate questions Janie Wiltshire
Due West Company
rather than giving answers or opinions, your listening skills will increase” www.janiewiltshire.com
janiewiltshire@yahoo.com
~ Brian Koslow
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7. Your Listening
5 “Be’s” of Listening Notes
1. Be ______________________________________.
___________________________
___________________________
___________________________
2. Be ______________________________________.
3. Be ______________________________________.
4. Be ______________________________________.
5. Be ______________________________________.
Presented by:
“It is the province of knowledge to speak, and it is the privilege of wisdom to listen.” Janie Wiltshire
Due West Company
www.janiewiltshire.com
~ Oliver Wendell Holmes janiewiltshire@yahoo.com
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8. Trained vs. Untrained Listeners
Trained Listeners Untrained Listeners
1. Defer their judgment; don’t stereo-type; 1. Tune out others; prejudge facts
listen for feelings and facts
2. Quick to mentally criticize grammar
2. Pay attention to content / speaking style
3. Try to talk when they should be listening
3. Listen completely first; make people feel
valued 4. Listen for facts and errors to prove others
wrong
4. Listen for main idea; disregard minor points
5. Try to reply to everything –
5. Avoid sidetracking and sarcastic remarks exaggerations and errors
6. Give themselves internal clues 6. Fake attention to listening
7. Realize listening is a full time job; keep eye 7. Try to do something else while listening
contact
8. Give up too soon
8. Listen carefully; give feedback; ask
confirmation 9. Distracted by emotional words; lose their
temper
9. Feel their anger but control it
10. Give little verbal response
10. Make affirmative statements
11. Unaware of talking / listening “speed limits”
11. Maintain patience while listening mismatch
12. Listen for emotions 12. Impatient to “get on with it”
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9. Your Listening
Telephone Listening Notes
________________________________
________________________________
________________________________
________________________________
________________________________
Notetaking
________________________________
________________________________
________________________________
________________________________
________________________________
Presented by:
“I like to listen. I have learned a great deal from listening carefully. Janie Wiltshire
Due West Company
Most people never listen.” www.janiewiltshire.com
janiewiltshire@yahoo.com
~ Ernest Hemingway
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10. Your Listening
Listening For Objections Notes
Top Salespeople anticipate objections
and are __________ for them.
Do you have a list of common objections and
the questions to ask when they are presented?
Do’s and Don’ts With Objections:
1. ____________________________________________
2. ____________________________________________
3. ____________________________________________
4. ____________________________________________
5. ____________________________________________
OBJECTIONS ARE AN OPPORTUNITY FOR THE FUTURE.
“I know that you believe you understand what you think I said, Presented by:
Janie Wiltshire
but I’m not sure you realize that what you heard is not what I meant.” Due West Company
www.janiewiltshire.com
~ Robert McCloskey janiewiltshire@yahoo.com
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11. Your Listening
How Easy is it to Become a Better Listener? Notes
1. ____________________________________________
2. ____________________________________________
3. ____________________________________________
THERE ARE NO __________ __________.
IT TAKES:
__________, __________, __________ and
______________________________.
Presented by:
“If A equals success, then the formula is A equals X plus Y and Z, Janie Wiltshire
Due West Company
with X being work, Y play, and Z keeping your mouth shut.” www.janiewiltshire.com
janiewiltshire@yahoo.com
~ Albert Einstein
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12. PROGRAM EVALUATION Hoosier Hospitality 3-16-11
Can You Hear Me Now?
Consistent with the idea that you don’t have to be bad to get better, please take a few moments
to complete this evaluation form and return it to us before you leave. Thank you. Janie
1. How did this program meet your expectations?
 More than I expected.
 About what I expected.
 Less than I expected.
Comments:_____________________________________________________________________
______________________________________________________________________________
2. How would you rate the content and material presented?
 Informative and useful
 Informative, but not very useful for my job
 Not very informative or useful
Comments:_____________________________________________________________________
______________________________________________________________________________
3. How would you rate the speaker?
 Interesting and knowledgeable
 Interesting, but could be more educational
 Knowledgeable, but could be more interesting
 Not very interesting or knowledgeable
Comments:_____________________________________________________________________
______________________________________________________________________________
4. What did you like best about this program?
______________________________________________________________________________
______________________________________________________________________________
5. What do you think would make the program better?
______________________________________________________________________________
______________________________________________________________________________
Comments:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Presented by:
Name __________________________________ Property ______________________________ Janie Wiltshire
Due West Company
Address _________________________________________________________________________ 313 Jungle Road, Edisto Beach, SC 29438
City ____________________________________________ State _______ Zip ________________ (843) 869-5252
www.janiewiltshire.com • janiewiltshire@yahoo.com