32 answers
Yew Kin
Student
Singapore
5
Questions
Updated
3829 views
How To Politely Interrupt the Conversation?
I face many situations where the recipient is talking too much and straying away from the main focus. I understand that it's good to let the other person elaborate about their own interests and passions (Remember How to Win Friends and Influence People). However, I find it a huge time waster, given the quota to achieve (and let's be honest, the ultimate objective is always to close the sale).
#business #sales #conversation
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32 answers
Judith Pike
RN Team Leader
7
Answers
Zeeland, Michigan
Updated
Judith’s Answer
Interrupting someone to redirect the conversation back on-topic can be difficult. Your timing must be right, or you can offend the other person. It's best to be polite. You could state something such as "I'm sorry to interrupt but..." or "I apologize but I have to cut this short...". Another avenue is to ask a question, "Sorry for the interruption, but I want to make sure that I understand." One of my personal favorites is if the individual is telling an off-topic personal story is to say, "That is very interesting and quite an experience I'd love to hear more about it another time." The goal is to have the person feel heard and appreciated while still covering the topics that you need to discuss.
Nice piece of advice!
Sofia Taveira
Hi Judith, thank you for the answer! Human relations is an art indeed. I liked the part about saying that the person "views are interesting that I'd love to hear another time".
Yew Kin
Greta Rossmeissl
Sales
6
Answers
New York, New York
Updated
Greta’s Answer
Sometimes in sales letting the customer talk may seem like it’s wasting time, however, you could potentially learn something that could help you close the business or provide opportunity for another close in the future. One way of making sure your objectives are covered in a conversation is by sending an agenda beforehand. This way if the other person starts to bring up something that is not on the agenda, you can acknowledge it and ask that you set another meeting to discuss those items so that you can stick to the agenda for your current conversation. Making sure they feel heard and acknowledged is polite and you can still get back on topic.
Jeffery Perry
VP of Automotive Sales
2
Answers
West Bloomfield Township, Michigan
Updated
Jeffery’s Answer
Hi, that is a challenge no doubt! My rule of thumb is never interrupt when you are talking to a customer or perspective customer. Be silent and listen. Listening is the key to sales. There is a saying that goes "nobody cares about how much you know, until they know how much you care." To me this means that you have to show that you care and you do that by listening and asking questions. While a customer is talking, or venting, listen and jot down notes. Your time will come to give your side of the story, and pitch and present. People you speak with will appreciate that quality!
Great book to read- Sell with a Story by Paul Smith. Check it out.
Jeffery recommends the following next steps:
Anne Rossi
Academy Director
8
Answers
Palatine, Illinois
Updated
Anne’s Answer
This is a great question, and I have unfortunately had to deal with this many times during interviews with people. To answer it, you need to be considering a few different angles:
If it's a person at a higher level than you- let them talk for as long as they want. The more they're talking to you, the more they must like you- so you probably want to foster that relationship.
If it's a person at an equaly level to you- sometimes interupting them with a question regarding the topic you're on will show that you're more engaged in the conversation. The tricky part is to ask a question that will result in a shorter answer.
If you know this person is a bit sensitive about being interupted or talked over, you have to find a break where they catch a breath, and take control of the conversation. The best way to control the conversation is by asking questions.
If it's a person at a lesser level than you- interrupt them and tell them they're getting off topic. They need to know, and if you're at a higher level, you should be providing that coaching.
If it's a person at a higher level than you- let them talk for as long as they want. The more they're talking to you, the more they must like you- so you probably want to foster that relationship.
If it's a person at an equaly level to you- sometimes interupting them with a question regarding the topic you're on will show that you're more engaged in the conversation. The tricky part is to ask a question that will result in a shorter answer.
If you know this person is a bit sensitive about being interupted or talked over, you have to find a break where they catch a breath, and take control of the conversation. The best way to control the conversation is by asking questions.
If it's a person at a lesser level than you- interrupt them and tell them they're getting off topic. They need to know, and if you're at a higher level, you should be providing that coaching.
Deborah D. Clark,DTM
Professional Speaker, Author, Mentor
28
Answers
Newark, New Jersey
Updated
Deborah D.’s Answer
What stood out to me about your question was your comment; "I face many situations where the recipient is talking too much and straying away from the main focus"
The situation and the recipient make all the difference as to how much you let them talk, but either way you still have to listen in order to get a word in edgewise.
Perhaps you tag on to a comment and find a way to bring the conversation back around, as in; 'Speaking of that' or 'Now that you mention that'
If it is a professional exchange, of course you let the boss talk.
You described the other party as a recipient. Recipient of what? i s this a customer?
Don't anticipate that the conversation will be a problem before it even starts. If possible take a minute to breath while you listen.
You never know, you just might hear something you might not have been privy to otherwise
Wishing you munch success
The situation and the recipient make all the difference as to how much you let them talk, but either way you still have to listen in order to get a word in edgewise.
Perhaps you tag on to a comment and find a way to bring the conversation back around, as in; 'Speaking of that' or 'Now that you mention that'
If it is a professional exchange, of course you let the boss talk.
You described the other party as a recipient. Recipient of what? i s this a customer?
Don't anticipate that the conversation will be a problem before it even starts. If possible take a minute to breath while you listen.
You never know, you just might hear something you might not have been privy to otherwise
Wishing you munch success
Hi Deborah, thanks for the advise on bringing the conversation back around to its intended purpose :)
Yew Kin
Ali Hussain
Team Lead
7
Answers
Oakland, California
Updated
Ali’s Answer
In a virtual environment, you can always hang up and blame an internet issue. Then start up the conversation with a leg-up!
Patrick Coulson
Chief Growth Officer
13
Answers
Cleveland, Ohio
Updated
Patrick’s Answer
Communication is an art more than a science. Most people like to be heard. Listen to what they are saying, find the opportunity to agree or relate to what they are talking about then use this opportunity to ask your question. Ask a question that requires an answer, not an open ended question. Ask someone to make a choice and not just a yes or no answer.
Maike Hornung
Government Engagement
1
Answer
Berlin, Germany
Updated
Maike’s Answer
Hi Yew! I know that sometimes if someone is talking too much it can be annoying and also very difficult to interrupt them. I can recommend the following things:
(1) Timing: try to interrupt when the speaker is taking a breath
(2) Be polite: try to be as polite as possible when interrupting. You can say "pardon, may I interrupt you", or "excuse me, I´d like to add something to this point" or "conscious of time, please allow me to interrupt you" or "excuse me, I´ll keep this brief".
(3) Get clarification: if the discussion is going into a wrong direction, people may appreciate if you step in to ask for an explanation or clarification
(4) Use a gesture: sometimes it is easier to interrupt by making eye-contact or by lifting a hand.
So I would like to encourage you to test it in as many situations as possible. The clarification question always works - even if there is no real need to interrupt someone. Practice in order to become comfortable with interrupting!
(1) Timing: try to interrupt when the speaker is taking a breath
(2) Be polite: try to be as polite as possible when interrupting. You can say "pardon, may I interrupt you", or "excuse me, I´d like to add something to this point" or "conscious of time, please allow me to interrupt you" or "excuse me, I´ll keep this brief".
(3) Get clarification: if the discussion is going into a wrong direction, people may appreciate if you step in to ask for an explanation or clarification
(4) Use a gesture: sometimes it is easier to interrupt by making eye-contact or by lifting a hand.
So I would like to encourage you to test it in as many situations as possible. The clarification question always works - even if there is no real need to interrupt someone. Practice in order to become comfortable with interrupting!
Heather Selin
Sales
4
Answers
Seattle, Washington
Updated
Heather’s Answer
Timing is everything! Yes, you want to connect with the customer and may want to allow for that the next time you have a conversation. If the timing is off, then try this. “(Customer), sorry to interrupt but I only have (__ ) minutes left before I have to start on (_________) and I’d like to make sure we are on task for the (______).” Would you like me to (_____) or (______), so we can finish discussing how to (______)? Do not pause in your sentence and say it in less than 10 seconds. The choices you mentioned can be calling back at a later time and giving them what date and time options.
If that’s not the style you’d prefer then set up another time to discuss product. Sometimes it is important to set the exception of the value of your time, especially if the sale has to be broken down in project management format (timeline).
If that’s not the style you’d prefer then set up another time to discuss product. Sometimes it is important to set the exception of the value of your time, especially if the sale has to be broken down in project management format (timeline).
Ryan Boudinot
Business Account Manager
3
Answers
Lincoln, California
Updated
Ryan’s Answer
When a customer takes over and continues to go off topic, you have to remember that both of your time is valuable. What I like to say is, this is something we can definitely look into. I have a few more things we need to discuss and then I am more than happy to address any additional questions you may have due to time.
Sonia Brown
Government and regulatory engagement
5
Answers
London, England, United Kingdom
Updated
Sonia’s Answer
Sometimes it can be really hard to not show your frustration - but learning how to control this is one of the most important things in business today.
Some tips that really help me:
- spend time setting up a conversation to be successful. Every minute you spend doing this will be rewarded. This should include having an agenda and agreeing this up front. That way everyone is brought in to how the conversation will flow.
- get comfortable with being uncomfortable - this means that things wont always go to your plan - and that is great because it is often where the magic can happen. Learn to be patient and accept that other people have different styles and needs.
Good luck - and learning this now will pay you back quickly!!
Some tips that really help me:
- spend time setting up a conversation to be successful. Every minute you spend doing this will be rewarded. This should include having an agenda and agreeing this up front. That way everyone is brought in to how the conversation will flow.
- get comfortable with being uncomfortable - this means that things wont always go to your plan - and that is great because it is often where the magic can happen. Learn to be patient and accept that other people have different styles and needs.
Good luck - and learning this now will pay you back quickly!!
Mya Linden
Associate Marketing Manager
6
Answers
Mountain View, California
Updated
Mya’s Answer
Hi Yew,
Great question and you have a lot of great advice above! Sometime it can be hard to interrupt. People like to share and talk to build a connection. I am one of those people but I don't get offended when someone politely cuts in and stears the convo in a different direction. Just judge the person you are chatting with. But one thing to watch out for is how you come across when they are talking. Are you distracted? Do you look like you don't care? And you looking agitated? These are something that can hurt you even more than just polity interrupting them.
Great question and you have a lot of great advice above! Sometime it can be hard to interrupt. People like to share and talk to build a connection. I am one of those people but I don't get offended when someone politely cuts in and stears the convo in a different direction. Just judge the person you are chatting with. But one thing to watch out for is how you come across when they are talking. Are you distracted? Do you look like you don't care? And you looking agitated? These are something that can hurt you even more than just polity interrupting them.
Quinn Lai
Sales
1
Answer
Singapore
Updated
Quinn’s Answer
Thank the person for their feedback, highlighting the purpose of the discussion and the importance of staying focused on it. When the timing is right, you could thank them for their input and remind them about the discussion's purpose and pivot the conversation back where you would like it to be.
Example: "Thank you for your input due to limited time, I would like us to focus on finalizing our sales plan to drive more sales towards achieving our quota. What is your thought around this?
Example: "Thank you for your input due to limited time, I would like us to focus on finalizing our sales plan to drive more sales towards achieving our quota. What is your thought around this?
Jason Lary
Sales
5
Answers
Atlanta, Georgia
Updated
Jason’s Answer
"Name, I want to respect your time and I'd hate to interrupt." Always put it back on the prospect as you're helping save them time by interrupting.
Carlotta Rickert
11
Answers
Updated
Carlotta’s Answer
Hi Yew, yeah this is a tricky one. I find being direct is best. "My apologies for interrupting, I really appreciate your input; however, I want to be respectful of everyone's time, so let's align on the next item on the agenda." Or another way is "this is great input, seems like we may need to set up a subsequent call to dive further into this, in the meantime the next item on the agenda is." Be usually respect you for staying on message, following the laid out agenda and ending call/meeting on time.
Doug Patel
Sales
9
Answers
Atlanta, Georgia
Updated
Doug’s Answer
You can pause the conversation by repeating back what they are saying and making sure you understand their needs and then shifting the conversation from there.
This allows you to not interrupt rudely, but to clarify and then ask your own question to steer the conversation back on track
This allows you to not interrupt rudely, but to clarify and then ask your own question to steer the conversation back on track
Matt Clayton
Management, Sales
1
Answer
Columbus, Georgia
Updated
Matt’s Answer
_Be transparent, authentic, and an active listener. Be bold enough to be communicate time-sensitivity. "Real quick, excuse me, or even pay a compliment to the other party's statements."
Harrison Beck
Sales
1
Answer
Austin, Texas
Updated
Harrison’s Answer
This is a great question. Passively directing the conversation so it stays as pertinent as possible is not easy, and is something that comes with time and experience over anything else. In my experience, timing is the most critical thing. Allowing the person to have a tangential conversation can be beneficial to building up trust and a relationship, which can be very important later on. A great way strategy that I employ is to repeat some of what they are saying, to show that you were listening and then direct the customer in the direction you thing is more beneficial. It takes practice but don't be afraid to make mistakes, that's a great way to learn!
Anna Chang
Account Executive
1
Answer
Dallas, Texas
Updated
Anna’s Answer
People like to buy from people they like. What seems like a time-waster can actually be a needle-mover. The good news is, if they are talking that much, usually that means they like you enough to keep a conversation going!
I find that it helps to steer conversation. If the conversation starts veering to the wayside, be personable and politely address by their name (e.g. “Yew Kin, you mentioned you only have x amount of time aside for this meeting and in the interest of time, how about we return to the topic at hand? We can table the rest for a follow up.”) Usually they will be pretty receptive to that. It helps to frame it in a way that they benefit.
I find that it helps to steer conversation. If the conversation starts veering to the wayside, be personable and politely address by their name (e.g. “Yew Kin, you mentioned you only have x amount of time aside for this meeting and in the interest of time, how about we return to the topic at hand? We can table the rest for a follow up.”) Usually they will be pretty receptive to that. It helps to frame it in a way that they benefit.
Hi Anna, thanks for the tips! Learnt that it's important to let the other person know that I am respecting their time :)
Yew Kin
Carlos Granja
Management
5
Answers
Austin, Texas
Updated
Carlos’s Answer
All great answers. Here is a different take. If you are selling a $500K car, and your commission is 20%, then would you want to stop the conversation?
What if the client has another 10 rich friends that he could recommend you to because of the listening skills you demonstrate? Point that I am making is that everything revolves around relationships, and in sales listening and building a relationship is paramount
Given the tone of your question however, it sounds like you want to handle the small tactical item quick so you can move on, and the people who you are dealing with are taking too long, and not closing on this... does this mean you should stop them short so you can move on?
What would you think if a salesperson is rushing your grandparents through something because they want to move on to the next person? How would you feel?
With time you will learn more as experiences do not show up one after the other, and they aren't thought in school. Unlike most advice, i would recommend to look in the mirror, and change what you are doing if this is not working out for you
What if the client has another 10 rich friends that he could recommend you to because of the listening skills you demonstrate? Point that I am making is that everything revolves around relationships, and in sales listening and building a relationship is paramount
Given the tone of your question however, it sounds like you want to handle the small tactical item quick so you can move on, and the people who you are dealing with are taking too long, and not closing on this... does this mean you should stop them short so you can move on?
What would you think if a salesperson is rushing your grandparents through something because they want to move on to the next person? How would you feel?
With time you will learn more as experiences do not show up one after the other, and they aren't thought in school. Unlike most advice, i would recommend to look in the mirror, and change what you are doing if this is not working out for you
Hi Carlos, what you've said makes sense - such relationships takes time to cultivate. It's important to put ourselves in the shoes of the other person to know how to react accordingly. :)
Yew Kin
Kai Han
SALES
7
Answers
New York, New York
Updated
Kai’s Answer
HI, it sounds like from your question (and from the hashtags) that you have an interest in going into a sales career. Also I noticed the Dale Carnegie book reference. If you have an interested in sales (plus closing the sale) I would recommend looking into sales advice books from author JEB BLOUNT. He has a good number of books out there regarding sales and how to steer the conversation. The book I read was OBJECTIONS (The Art and Science of Getting Past NO) but he has numerous others.
Hi Kai, thank you for the book rec! Will definitely look into it :)
Yew Kin
Kevin Sample
3
Answers
Frisco, Texas
Updated
Kevin’s Answer
PreDiscussion
-Have a list of agreed-upon topics or things to discuss during the meeting
-Restate this list and gain agreement before moving forward in the conversation
During Discussion
-Acknowledge the point being made and revisit
"Thanks Connor, that's an awesome point. Let's touch base on that after this"
-"I really like your idea on that, could we spend more time on that at the end of the call"
-Gain agreement to discuss later
"Yes, that's a valid point. Let's cover what we had on the agenda and then we can discuss it further"
-Make light of it using humor " well, I thought we were focused on XYZ" this can help re-engage the recipient on the original objective
-Have a list of agreed-upon topics or things to discuss during the meeting
-Restate this list and gain agreement before moving forward in the conversation
During Discussion
-Acknowledge the point being made and revisit
"Thanks Connor, that's an awesome point. Let's touch base on that after this"
-"I really like your idea on that, could we spend more time on that at the end of the call"
-Gain agreement to discuss later
"Yes, that's a valid point. Let's cover what we had on the agenda and then we can discuss it further"
-Make light of it using humor " well, I thought we were focused on XYZ" this can help re-engage the recipient on the original objective
Hi Kevin, interesting point that you've made of using humor to redirect the conversation back to its intended topic. May I have some examples on how to do it tactfully? Much appreciated! :)
Yew Kin
Keith Rodgers
Sales Director
108
Answers
Phoenix, Arizona
Updated
Keith’s Answer
"I would love to hear more about that, but I want to honor your time..."
"Your passion for _____ is amazing. I bet you could talk all day about that, but we don't have all day. Your time is important."
Try those on and see how they fit. I think to tactfully honor the other's person's time should usually elicit a favorable response. Good luck.
"Your passion for _____ is amazing. I bet you could talk all day about that, but we don't have all day. Your time is important."
Try those on and see how they fit. I think to tactfully honor the other's person's time should usually elicit a favorable response. Good luck.
john greene
customer service
19
Answers
Gilbert, Arizona
Updated
john’s Answer
just say excuse me i dont mean to be rude. Wait for a pause.
Eugene O'Connor
Sales Executive
1
Answer
London, England, United Kingdom
Updated
Eugene’s Answer
In sales it can be important to let the customer answer the question but bearing in mind some answers may not be what you are looking for or in fact be answering the question. I like to say "sorry before we move further I want to be sure I understand you correctly" this allows you input and repeat what they have told you to get validation and then you can get ask further questions and dig deeper into the discovery.
Holly Chase
Product Owner
4
Answers
Denver, Colorado
Updated
Holly’s Answer
I agree with a lot of the other advice in the other answers - I think one thing that is very important to do is to ensure you are still listening to what the person is saying while they are going off topic, because then it is a bit easier to steer the conversation back on track. For example, you can say "Oh yes, I agree xxx is hard/easy/interesting, thank you for sharing that. I know we're short on time so I want to make sure we dive into xyz (whatever it is you are trying to sell them". That way it is clear to the person that you were listening to them vs just thinking about how to sell them and they will be more inclined to keep talking.
Joe McCabe
Account Executive
8
Answers
Los Angeles, California
Updated
Joe’s Answer
While it's important to let your prospect or customer do most of the talking in any interaction, sounds like you've had a situation where they go far too off topic (I've been there!). One way you can politely interrupt them is to simply have a look of confusion or intrigue on your face, raise a hand as if about to start saying something, and say "sorry to interrupt you, but you mentioned X that really caught my attention a minute ago...can you tell me more about that?". I've found this gently steers them back to the main topic and keeps them focused on what's important.
Anthony Rizzo
Graduate Assistant- College Athletics
30
Answers
Tallahassee, Florida
Updated
Anthony’s Answer
Hello Yew! I am happy to try and help with your question. In my experience, I have seen that you just have to look for the right time to jump into the conversation. You will have to be direct about it and try to catch the person at the end of the comment, but this seems to be the best way. It can also help you come off less offensive if you can finds ways to relate your next question or comment to what they were saying to show them that you were in fact listening to what they are saying.
Alapha Flotard
Consultant
1
Answer
Jefferson, NJ
Updated
Alapha’s Answer
In most cases, you should not interrupt someone speaking. If it is necessary to interrupt, apologize for the interruption, and when applicable, explain the reason for the interruption.
Steve Swisher
Category Manager of Procurement
69
Answers
The Woodlands, Texas
Updated
Steve’s Answer
I understand you fully and here is my approach with those types of talkers. I usually will say something like:
"That's really neat and quite interesting, but have you thought about ______xyz_____________________________________?" In this manner you end up making them feel good about their discussion points while re-directing the conversation to you in a manner that does not offend the other person.
Great question by the way! Let me know how this approach works.
"That's really neat and quite interesting, but have you thought about ______xyz_____________________________________?" In this manner you end up making them feel good about their discussion points while re-directing the conversation to you in a manner that does not offend the other person.
Great question by the way! Let me know how this approach works.
Yuka Cheng
School Counselor in Training
11
Answers
Boston, Massachusetts
Updated
Yuka’s Answer
I agree with all the great answers above. But just in case, here is a psychology trick that I learned in my Intro to Psych class, and it really works! If someone won't stop talking, drop something (keys, pen) and then reach down to pick it up and start talking. It is a way to interrupt without letting the other person noticing it.
Andrew Duff
Sales
4
Answers
Austin, Texas
Updated
Andrew’s Answer
A simple tip that I learned is to start softly saying "yeah", "yes", "uh huh." This signals to the speaker that you have something you'd like to say and allows them to finish their thought.