Guest Post by Melissa Kovacevic
After this client and I had listened to a particularly bad vendor presentation together, during which the vendor discussed every feature except the one that the client had specifically asked about, my client simply turned to me and said:
“I always tell my sales people, no one ever lost a sale by listening”.
How appropriate for the poor sales effort we had just observed. How appropriate for coaches who are fixated on “telling” instead of listening.
Many of our contact center coaches have training backgrounds or have...