What you will learn

• The difference between hearing and listening
• Techniques that show the client you understood
• How to avoid interrupting and assuming

Why listening sells

Clients decide to trust you when they feel understood. Active listening means focusing on the client, confirming what you heard and asking the next question based on their answer, not your script.

Three listening techniques

• Paraphrase: “So you started a cleaning business in March and you are not sure how to report it.”
• Label the feeling: “It sounds like last year’s experience was stressful.”
• Ask to clarify: “When you say you got a letter from the IRS, do you have it with you?”

Habits to avoid

• Interrupting to talk about prices or products.
• Assuming the client’s situation is like the last client’s.
• Using jargon such as “Schedule C” or “EITC” without explaining it.

Sample script (fictional)

Prospect: Last year my refund took forever and nobody answered my calls.
You: That sounds really frustrating. So getting updates and having someone answer is important to you. Let me tell you how we keep clients informed.

Practice

Rewrite this reply using a paraphrase: “OK, our prices start at…”

Training content for Nationwide Tax Experts. All scenarios use fictional prospects. Never promise refund amounts, dates or results.