Are You all the way plugged in with your customers?

When you're working with your customers, is your ear trained to hear not only the lyrics but also the music behind the lyrics. Here's what I mean...

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Comment by Marsh Buice on March 7, 2014 at 1:25pm

Hi Brian, sorry to confuse you. The lyrics are the objections we get from the customer; the music is the intent behind the objections. Too often we listen one-sided and get bogged down and caught up in a customer's objections and we stop short in trying to discover the intent behind what the customer is saying (the why). For instance, a customer says, "I want your rock bottom price," the intent behind it is, "I've gotten taken advantage of before and don't want this to happen again...I'm scared of making the wrong decision, etc." 

I hope this helps, Brian. Thanks for watching.

Comment by Brian Bennington on March 7, 2014 at 1:05pm

Hey Marsh,  Just wanted you to know I tried, and I mean really tried, to pick-up on your comparison of lyrics and music to sales.  But, I'm just not getting it.  Granted, I'm not the "sharpest pencil in the box," but all this post did was add to my Friday morning confusion.  Sorry!    

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