How do you ask open-ended questions and listen actively to understand the root cause of objections?

1 What are open-ended questions?

Open-ended questions are questions that cannot be answered with a simple yes or no, or a one-word response. They invite the prospect to share more information, elaborate on their thoughts, and express their feelings. Open-ended questions usually start with words like what, why, how, tell me, describe, or explain. For example, instead of asking "Do you like our product?", you could ask "What do you like most about our product?" or "How would our product help you achieve your goals?"

4 What is active listening?

Active listening is the process of paying full attention to what the prospect is saying, and showing that you are listening and understanding. Active listening involves both verbal and non-verbal cues, such as nodding, smiling, eye contact, paraphrasing, summarizing, reflecting, and empathizing. Active listening is not just hearing the words, but also the tone, emotion, and meaning behind them.

5 Why is active listening important?

Active listening is important because it helps you to build rapport, trust, and respect with the prospect. It also helps you to avoid miscommunication, confusion, and conflict. By listening actively, you show that you care about the prospect's needs, feelings, and opinions, and that you value their input and feedback. This makes the prospect more receptive to your ideas and suggestions, and more likely to cooperate and collaborate with you.

6 How to listen actively effectively?

To listen actively effectively, it takes focus, discipline, and skill. To get started, eliminate any distractions or interruptions. Turn off your phone, close your laptop, and find a quiet and comfortable place to talk. Show respect to the prospect by giving them your undivided attention. Use positive body language and eye contact. Lean forward slightly, nod occasionally, smile genuinely, and maintain eye contact. Avoid crossing your arms, fidgeting, looking away, or yawning. Paraphrase and summarize what the prospect says to check your understanding and highlight the main issues. Reflect and empathize with the prospect's feelings and emotions by mirroring what they say and expressing your understanding without judging or criticizing. Finally, ask for feedback and clarification if there is any misunderstanding or confusion.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?