Vertrauensbooster durch Zuhören und paraphrasieren

Allgemein

Heute möchte ich mit dir einen echten Vertrauensbooster sprechen. Mein Name ist Oliver Busch. Ich bin seit über 20 Jahren im Verkauf unterwegs, und meine Themen sind natürlich Verkaufen, Verhandeln, Rhetorik und Erfolg. Gib mir am Ende des Videos ein kurzes Feedback, wie’s dir gefallen hat, wie ich dir beim Verkaufen helfen kann und like und teile diesen Kanal.

Das Thema Zuhören und Paraphrasieren, meint man, sollte in allen Munde sein, aber in den meisten Fällen hört man gar nicht wirklich gar nicht zu, weil man gedanklich schon bei der Formulierung der Antwort ist, man ist gedanklich beim Mittagessen, man ist gedanklich beim Feierabend und hört dem Kunden nicht wirklich zu.

Aber in diesem Moment gehen so viele Signale verloren. Es geht verloren nonverbale Kaufsignale, verbale Kaufsignale und einfach ganz viele Informationen, die unbewusst mitschwingen. Das ist‘n Gedanke, den du dir mal auf der Zunge vergehen lassen solltest, dass wenn du beim Kunden bist, dass du dem Kunden wirklich zuhörst, guck ihn direkt an, mach dir Notizen. Und es ist so eine alte Binsenweisheit, aber der liebe Gott hat uns zwei Ohren und einen Mund gegeben, dass wir doppelt so viel zuhören als wie wir sprechen.

Und das ist … wenn du wirklich zuhörst, meine wirklich, kriegst du so viele Informationen, die sind Gold wert. Du kriegst echt viele Informationen mit.

Also, wenn du zuhörst, blende einfach alles aus und dein Kunde, der dir gegenübersitzt, ist die absolute Nummer 1. Dadurch hast du schon einmal einen immensen Vertrauensbooster und das merkt dein Gegenüber auch, ob du bei der Sache bist, halb bei der Sache oder total weg bist. Wenn dein Kunde spricht, lasse ihn zu Ende sprechen. Und wenn er zu Ende gesprochen hat, warte drei Sekunden … 21, 22, 23… Und erst dann fang anzusprechen, gebe deine Antwort, stell deine Frage. Erst dann, weil ganz häufig kommt nach dem letzten Satz des Kunden, selbst eine kurze Gedankenpause und er fügt noch etwas hinterher.

Und meist sind diese hinterher gefügten Informationen wahres Gold wert, denn da kommen viele Informationen, die dir helfen viel schneller und einfacher an den Abschluss heranzukommen. Oft sind das einfach versteckte Informationen, die du sonst nicht  bekommen hättest.

Wenn du dann anfängst zu sprechen, wenn wir das Paraphrasieren anfangen, man kennt es als Papageien-Quatschen, also das zu wiederholen, was der Gegenüber gesagt hat, nachquatschen, wie auch immer. Dabei ist wichtig, dass du das, was der Kunde gesagt hat, exakt in den Worten wiedergibst, wie der Kunde das gesagt hat, nicht wie du’s verstanden hast oder dass du‘s umformulierst, wie der Kunde es gesagt hat. Und das bringt noch einmal ein Riesenvertrauen, weil der Kunde merkt, „ah, da ist jemand, der mir zuhört, der auf meiner Seite ist“ und das bringt noch einmal ein größeres Vertrauen. Und um dem noch einmal eine Schippe draufzupacken. Wenn du paraphrasierst, also das wiederholst, was der Kunde gesagt hat, wiederhole nur das, was positiv ist.

Wenn der Kunde etwas geäußert hat, was negativ war und positiv, vielleicht zu deinem Produkt oder zu einer Situation, was deine Dienstleistung angeht, dann wiederhol nur das, was der Kunde positiv gesagt hat, damit sich das tiefer ins Bewusstsein des Kunden verankert und das Schlechte vergessen wird. Er hat es ausgesprochen, für ihn ist das okay, denn er wollte nur gesagt haben, was nicht gut läuft. Wenn du das wiederholst, trichtert sich das in sein Bewusstsein ein und es kann sein, dass dir das deinen Abschluss versaut. Also nur das wiederholen, was der Kunde positiv gesagt hat…

https://podcasts.apple.com/de/podcast/vertrauensbooster-durch-zuhoren-und-paraphrasieren-mp3/id1273593558?i=1000391576752

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