BizQuiz: Working with overeager horse owners (Answer 2A)

2A. Right. You know that clients who aren't responding to what you're saying may be the type of know-it-all client who keeps it all inside. If you tell them something different from what they've read or heard, they may shut down and stop listening. Because you don't know what they know, you'll need to monitor the conversation closely and dig deeper if you think you see resistance.

Look for nonverbal signs that show clients don't agree with you. They may frown, for example, or look the other direction when you make a recommendation. When you see such a signal ask, "Is there something wrong? Is there something that you disagree with?"

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