Good advice on dealing with clients, bosses etc

Can't read this?   The Power of the Pause Excerpt from Chapter 7 of Selling Art 101, 2nd Edition by Robert Regis Dvorak One of the best listening skills is simply to pause before replying. When your client finishes saying something, rather than jumping in immediately with the first thing you can think of, take a moment (two or three seconds) and pause quietly before you answer. The benefits of pausing • You avoid the risk of interrupting if your client is just gathering her thoughts. • If you don’t answer right away, your client may continue speaking and give you more information to help you meet his needs and make the sale. • Putting some silence into a conversation compliments the person. Your client will know you are carefully considering what is being said. You are silently saying that what is being said is important to you and worthy of quiet reflection. You make the person feel more valuable, and this raises his feelings of self-esteem. • It appears you are letting the statement or question soak into your mind. • With some time to consider what was said, you won’t be immediately looking for something or anything to say. You will be better prepared to consider the situation and make the appropriate response. • Pausing will show that you are an exceptional conversationalist. Applying listening skills to art sales There is no faster way to irritate a potential client than by talking too much and listening too little. According to the Purchasing Manager’s Association of America’s annual survey, the biggest single irritant that potential buyers experience in dealing with salespeople is, “They talk too much.” Salespeople typically like to talk. Sometimes it is out of nervousness; sometimes it is to avoid selling. When working with a potential buyer, it is important to listen—not just listen so that you can respond. Listen carefully to find out the client’s needs and desires. What does the client really want? A good practice is to try to answer questions and then make an inquiry. Pause. Wait for an answer. Allow the client to have a chance to think. Don’t rush the client. Don’t talk so fast that the client will have to speed up just to be able to say something. Match the pace of your client. If your client talks slowly and deliberately, adopt the same pace. If your client talks fast, then speed up to match it. You can always add pauses if the pace becomes too fast for you. Never say more than three sentences in a row without pausing. The most successful sales people know how to ask questions and then listen. Count to three When your client stops talking, pause before responding. Get into the habit of counting to three. A count-of-three pause gives you a chance to absorb what has been said. It shows the client that you are listening and that you value her words and thoughts • It shows that what has been said is worthy of consideration. • It helps ensure that you will not interrupt the client. • It gives you a chance to think of the most appropriate response. It is imperative that you say something after you pause. A pause without a reply is very rude. The silent treatment will destroy any rapport you have established. Some people use silence as a means of controlling a situation where two people are not in agreement, but it will only cause discomfort or resentment in the other person. • Never sound sarcastic, cynical, argumentative, or in any way angry. • Never cut a person off or try to change the subject. • Never look uninterested or bored. • Don’t try to sound or look “cool.” • Be calm and sincere. Try to respond honestly and in agreement as much as possible. Help the client see that you are there to understand and assist. Before responding with your point of view, ask at least one clarifying question. This will give the client a chance to rephrase or reevaluate her thoughts. Tell the client in your own words what you think you heard: “Let me see if I’ve got it right. What you are saying is…” Or, you might say: “If I understand you correctly…” and then repeat or rephrase what you think the client said. Both of these responses demonstrate that you have been attentive. They show that you are making an effort to understand, and that you are genuinely interested in the client’s thoughts and feelings. Look directly and gently at the client while he is talking. Don’t stare. Smile. Be receptive and polite. By becoming a good listener, you become good company. People will want to be around you. Clients will feel welcome and relaxed when they are with you. Remember that listening to a person builds trust and affection between the two of you. The more you practice listening skills, the more your client will appreciate your opinions and consider your recommendations. As you practice these skills, you will gain self-discipline and confidence when you communicate with your clients. It is said that our minds can process 500 to 600 words a minute but we can only speak about 150 words a minute. It takes real effort to stay focused on what a person is saying. If you are not disciplined in conversation, your mind will wander in a hundred different directions. Ask for clarification. Your client will respect you for it. Stay focused and listen carefully to what your client has to say. Exercise Pair up with a friend and carry on a conversation about art. Pause for a few seconds before you respond to each question or statement. Do this until it feels natural. Practice pausing in your conversations during the next few days until you get used to it. It may feel strange at first, especially if you are a person who is used to talking fast and has a proclivity to be impatient. If I just described you, this is the very kind of practice you need. Try it, and watch your relationships improve. Read more about this and ArtNetwork's other books online   Published by ArtNetwork http://www.artmarketing.com info@artmarketing.com 530/470-0862 To add or remove your email from our lists, Login here: http://artmarketing.com/shop/login.php and then click "My Account". Alternatively, return this e-mail with REMOVE in the subject line.                                 Advertise here and reach 5000 art professionals

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