1. Listen & Learn Effective listening techniques for sales PIVOT TRAINING Presented by Abby Lambert, Lead Trainer Pivot Group | Why We Need to Sell

2. 70 to 80% of our waking hours in some form of communication Pivot Group | Listen & Learn

3. Pivot Group | Why We Need to Sell 45%

4. Pivot Group | Why We Need to Sell POOR LISTENING

5. Pivot Group | Why We Need to Sell

6. Listening in not just the absence of speaking, it’s something you do – with your ears and your brain.

7. Pivot Group | Why We Need to Sell It is difficult to listen well when you are reading, writing, talking etc.

8. Pivot Group | Why We Need to Sell Are you listening, or just waiting to talk?

9. Effective Listening Pivot Group | Why We Need to Sell

10. Effective Listening Pivot Group | Why We Need to Sell Hear what the speaker is saying

11. Effective Listening Pivot Group | Why We Need to Sell Hear what the speaker is saying Gather information

12. Effective Listening Pivot Group | Why We Need to Sell Hear what the speaker is saying Gather information Listen to answers

13. Effective Listening Pivot Group | Why We Need to Sell Hear what the speaker is saying Gather information Listen to answers Paraphrase

14. Effective Listening Pivot Group | Why We Need to Sell Hear what the speaker is saying Gather information Listen to answers Paraphrase Mirror

15. Pivot Group | Why We Need to Sell Does the CSR use listening skills?

16. Pivot Group | Why We Need to Sell Did she really listen to what the customer was saying? Did the CSR use listening skills?

17. Pivot Group | Why We Need to Sell Did she really listen to what the customer was saying? Did she ask questions? Did the CSR use listening skills?

18. Pivot Group | Why We Need to Sell Did she really listen to what the customer was saying? Did she ask questions? Did she repeat the customer’s request to clarify? Did the CSR use listening skills?

19. Pivot Group | Why We Need to Sell Did she really listen to what the customer was saying? Did she ask questions? Did she repeat the customer’s request to clarify? Did she make an attempt to mirror the customer to build rapport? Did the CSR use listening skills?

20. Let’s Listen Again Pivot Group | Why We Need to Sell LINK: http://www.surveygizmo.com/s3/1147436/Farmers-Training-Webinar-Quick-Quiz We’ll use a “Quick Quiz” to see if you can spot how many listening skills the CSR uses

21. Pivot Group | Why We Need to Sell Does the CSR use listening skills?

22. Pivot Group | Why We Need to Sell NEED/WANT Listening & Sales OFFER SOLUTIONS ask | paraphrasemirror | inform

23. Pivot Group | Why We Need to Sell Listening is an activity: you choose to do it poorly or do it well. Being a good listener is not that same as being quiet while waiting for your chance to talk. Effective listening takes practice. Summary

24. Pivot Group | Why We Need to Sell Do one thing.

25. Thank You Pivot Group | Why We Need to Sell

26. Customer Service Consultative Sales Retention Team Building Myers Briggs PIVOT TRAINING © Pivot Group, LLC 2013. All rights reserved. www.askpivot.com Pivot Group | Why We Need to Sell