There is no point in asking great questions to your customer if you do not listen to the answer.  However, just listening is not sufficient.  We have to show our customer that we are listening and react to what they have said.

We need to do this for a number of reasons.  We make our customer feel positive about what they are saying; we make it clear that we are listening; we need to ask follow up questions and we need to be sure that we have understood everything that our customer has said. 

In this course, we will look at the difference between hearing and listening and why listening is so difficult.  We will explain how to go about active listening so that you understand the whole message being sent and create more of a conversation than a question and answer session.

The product that you will download will be a Zipped file. You will need to extract the files from there. Please read the READMEFIRST document first as this will tell you everything that you need to know.