Meetings with clients should be conversations rather than interrogations. Agents can always be asking open-ended questions to solicit more than a yes or no response. But John Asher, author of Close Deals Faster and CEO of Asher Strategies, has more concrete ways you can train your agents to be tactful interviewers, starting with active listening.
Active listening is listening with the intent to understand, as opposed to passive listening, which is listening with the intent to respond. Most agents are probably thinking about what they’re going to say next while clients are talking. This mistake removes the focus from getting to know clients and what their goals are.