A quick tip.
As most of you know, it is very hard to listen to another person when you are talking, and it is no different when you are speaking with a customer about his/her needs. I found a quick article from Miller Heiman that explains why being quiet can work to your advantage.
"Gain the most from your valuable time with customers by practicing a little conversational restraint. When your contact answers one of your questions, refrain from responding immediately after he or she has stopped talking. A lengthier pause will often prompt your customers to reflect further and elaborate on their original answer..."
Read the entire article here...
-Brianna