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Education

Active listening — good for A change of mindset

Since working is in my DNA, I didn't
voice and pocketbook want to take time off. I had to find a
way to work through my vocal issues.
By Jeff Fortney I found the answer by concentrating
on something that I knew worked,
Clearent LLC but requires effort: active listening.

everal months ago, I started losing my voice. It seemed like a form Listening has always been the key to
of laryngitis; I thought it would pass. I fought through it and contin- success in any sales profession. The
ued to work. It didn't pass. In fact, it grew steadily worse. I would distinctions between listening and
S start the day with a raspy voice and listen to it worsen as the day active listening can make the differ-
progressed. On one call, I explained my vocal issues and was told I sounded ence between deals made and sales
like a teenage girl. lost.

After three weeks, I went to the doctor. I tried various medications, but talking Listening can be, and often is, sub-
remained a struggle. Finally, I was referred to an ear, nose and throat specialist, jective. We listen for key words or
who diagnosed me with vocal dysfunction, a condition commonly found in for areas we can react to with a solu-
long-term telemarketers and kindergarten teachers. I had pushed my voice to tion. We listen to hear what we want
the point where my vocal cords were not functioning correctly, which meant I to hear, and when we hear it, we are
needed to see a vocal therapist. prepared to react.

I was told to talk only when necessary, and after speaking for a period of time, Active listening requires a change in
to stop talking altogether. Now, I like to talk. Being told to not talk was a serious mindset. You aren't listening for spe-
challenge. cific key words and responses, or to
react. Instead, you're listening to hear
what the speaker is truly saying and
to understand the context in which
it's being said.

Of course, this practice is easier said What you see isn’t
than done. You must put aside your
natural sales tendencies, and instead always what you get.
of looking for a fit or trying to iden-
tify any points of pain, you must en-
courage your prospect to continue Transparency builds better
talking and sharing information.

It’s not a career it’s a lifestyle A new sales practice relationships, and you can’t
Come be a part of something special Becoming an active listener takes expect to grow your business
practice and intent. Active listeners with anything less. We believe in
Leverage our core values to win do not subjectively listen. They seek
more business: to truly hear everything the other ownership through partnership.
person is saying. It does not mean you
· Pricing Clarity are purely holding a conversation. Created by ISOs. Owned by ISOs. Serving ISOs.
Your goal remains to identify a po-
· Exceptional Service tential fit, pain or gain that will lead
· Personal Relationships to a sale. The difference is that you
· Trusted Advice must temper your desire to always
be closing. Instead, you are gaining
· Integrity information that will help you deter-
mine whether the merchant is truly a
Learn more about becoming a prospect worth pursuing further.
Payroc Payment Professional!
Being an active listener requires that
844-PAYROC4 you provide minimal information
payroc.com © 2018 Payroc LLC all rights reserved about yourself at the beginning of the
conversation. After introducing your-

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