by Art Sobczak

One of the best ways to learn about your prospect or customer is using a pause at two points in your questioning: after you've asked the question, and after the listener has answered.

Not just a brief pause, but a 2-3 second pause. Here are some of the benefits of this technique.

1. You won't feel compelled to continue talking after asking the question if you force yourself to pause. People don't always immediately answer, and pausing gives them the opportunity to think a bit.

2. The number and length of responses will increase. People feel more comfortable when you give them time to frame their answers, which will likely be more comprehensive.

3. The amount of unsolicited information will increase. By not jumping in immediately after they've answered, they're given a little time to contemplate what they've just said, which may prompt additional comments.

4. You'll have more time to understand what they've said. Since you know you're going to pause, you can spend all of your listening time focused on the message, not on what you will say next.

5. You'll have more time to formulate your next comment. You can use your pause time to develop your next question or statement, which will be more meaningful, since you'll possess more relevant information.

ACTION STEP

Force yourself to pause after your question, and after they answer. I've seen reps hold the "mute" button on their phone for a couple of seconds so they restrain themselves. Practice this on the phone and in all areas of your life. You'll find you get more information than you ever have.

Art Sobczak, Business By Phone Inc., provides how-to ideas and tips for rejectionless prospecting, selling, and servicing by phone. See articles, and other resources at http://www.BusinessByPhone.com.

This pause that Art speaks of can be especially challenging when we are in a state of "overdrive". This week before making calls or walking into your meeting, take a few deep breaths to get yourself centered and present. In essence, you are taking a pause for you. Then, really listen to the other person.

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