Quiet please ...... I'm thinking

As a coaching tool, silence often yields the greatest insights for the client.  Used as part of the sales process, it can mean the difference between closing a sale or walking away empty handed.

Waiting in silence can feel uncomfortable, but you need to resist the urge to be the first to speak.  Keep waiting.  It usually isn't for nearly as long as it seems.

Silence means the other person is thinking about what you have just said.  Whether they're considering an answer to a question you asked, or thinking about  information you've shared, it's important to give them enough time and space to finish processing.

When I work with business owners on their selling technique, I find they often come close to 'talking themselves out of the sale' because they don't feel comfortable with the silence while waiting for the prospect to consider the deal.  This is especially true just after saying the price - they almost feel compelled to justify or excuse it in some way!

The best piece of advice I've heard is to :  "Say the price and then shut up!"

Another occasion when silence is a good tool to use is when faced with an angry customer (or anyone angry really!).  They need to get the stuff that's making them angry off their chest so allow them to say everything they need to, and then remain silent for a further, slow, count of 5.  This pause will enable the other person to add anything else, in case they hadn't completely finished.  It will also show them that you have listened and are thinking about what they said.

I'd love to hear if you've found using silence to be powerful in your business.  And if you enjoyed reading this post, be sure to re-tweet it so others can read it too!

Comments

[LouiseBJ]

Thanks so much for commenting Sue - and for raising a really important point.

To further clarify the 'angry customer' situation, the silence, or pause, is most effective when you judge the other person has finished speaking. The space will ensure they have nothing more to add and give you time to consider what's been said (rather than jumping in to defend your position).

But, as you found out, a stony silence throughout can make things worse! What would have helped the situation here, and indicated some empathy with you, is if the person had made what I call 'listening noises' - so you knew they were taking what you said on board. Asking the occasional clarification question can be helpful too.

[Sue Tizard]

Actually I had someone use the "keep quiet when you have an angry customer" technique on me and it did just serve to make me angrier, because what I wanted was some recognition of what I was saying, not complete silence, when I felt compelled to add more to my ranting argument and get frustrated by the inconsiderate lack of response. Maybe he just wasn't using the technique to best effect. I did say to someone after that I guessed he had been on a training course that told him to do so. It did just serve to make me more frustrated, especially as he was unable to do anything to help resolve my problem and still the problem has not been sorted. So I think yes I agree that silence can serve, but maybe not in my case.