Tuesday, January 12, 2010

Con Calls and the gift of the awkward silence

Today I had 3 conference calls today with 3 different clients. What I noticed was that when I had multiple people on a con call on our side there was a lot more talking on the client's side than when there's just 2 people on the call. ie just them and me.
I mean that's what you want right? You aren't there to listen to your Engineer speak or your boss or yourself right? Who cares what your team says really. Its what the client or the prospect says that is of interest to you.
Even though you are likely statistically to hear less from the client with more speakers on the call I think what happens is the team is all engaged in active listening and perhaps afraid of breaking the thought or moving the call to where the salesperson didn't want it. Whatever the reason it works! Personally I think I'm more conscience of what I am saying and not just winging it to fill the dead air after a client is finished (or seemingly) on a point or sentence. Its astounding how much I learned just by listening to the client speak and ask questions of others and make comments on the material and answers etc. Especially after the pregnant pause or an awkward silence.
The most amazing part was that the best insights and thoughts tended to come when the client jumped in to fill the dead air, either adding to their previous point, or asking other questions. It is tough as a listener on the phone to hear nothing. A pause tends to bring the clients thoughts out, and help me as a sales person understand their thoughts and buying processes. The trick is to do this everytime, and not jump in every time we have a second or two of silence on a call.

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