An eyewitness is being questioned at a trial for a man accused of biting the ear off of another man. The defense attorney asks the witness "Did you actually see my client bite off the victim's ear?". The witness replies "No".
Instead of stopping there, the attorney asks one more question. "Then how do you know he did it?" to which the witness replied "Because I saw him spit it out".
How many times have we talked ourselves right out of a deal by talking instead of listening? I believe if we always remain customer-focused and LISTEN to their needs instead of talking about ourselves, we create win-win situations.