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


This is answer 2B in "BizQuiz: Working with overeager horse owners."

2B. Wrong. You show good instincts by checking in with a client during a conversation, but you might want to phrase your comments differently.

Clients who don't share what they've found are worrisome. The problem: 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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