Paraphrase don't parrot

The paraphrase is a powerful sales tool. By restating what the customer said in your own words, you confirm that you accurately understand their message. It also demonstrates to the customer that you are truly listening to them. A paraphrase can also help you change a customer's way of thinking. When the customer says "Business has been slow," instead of saying "So you say business is slow" say "So what you're saying is you need to bring more customers into the store." The 1st statement essentially says things are bad and nothing can change the situation, the second statement restates what the customer said in terms of a solvable problem--not enough customers. This has the effect of getting the customer look at the situation in a different way. The 1st way is an end of a discussion, the second is the beginning of a conversation.

Keep Smiling, Keep Selling!

Thanks Jim Busch