Clarify and paraphrase
A big part of listening closely to a prospect is letting them know you are listening closely. The speaker will know you’re listening and will appreciate it, prompting them to share more of their story.
Source: Marketing strategist Lindsay Kolowich
Try paraphrasing their thoughts in your own words to show them you care about what they’re saying, and also to make sure you understood them. Sometimes you might take away a message that was meant to mean something else without knowing it – this is especially common with phone communication.