Rapport Builders
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©ISTOCKPHOTO.COM/VIKTORIA KURPAS
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BY JAMES OLSEN
apport is to selling what downstream is to swimming. Can we swim upstream? Sure, but it's a lot more difficult. When we create rapport with our customers, they are more likely to listen to us and give our proposal serious consideration even if we disagree.
we enjoy what we do. No one wants to push a bag of rocks up the hill with us, but many sellers treat the sales process as if it were as much fun. Is it tough to smile after 10 NOs in a row? Yes, but smile, we must.
We can do many small/simple things to build rapport with our customers. Some of them are "obvious," but obvious or not when we do them; we have a competitive advantage because most sellers don't. Many sellers are so nervous and/or unprepared they can't concentrate enough to read their customer's body language and voice tones to get in sync with them. Other sellers just don't care; they are just there for the order.
Slow Down! I've been coaching sales for over 20 years and never have had to tell a student to speed up their speech. Many of us talk too fast. When we talk too fast, it's hard for customers to understand and, more importantly, for rapport to relate to us. The phrase "fast-talking salesperson" came from somewhere. When we talk too fast, it means we're hiding something, that we don't care, or both.
RAPPORT BUILDERS Smile. Many of us are not natural smilers; I am not, nor are many of my students. I am not talking about a "Bozo the Clown" smile. Just a slight smile is best. As sellers, we need to project the feeling that
it. Sincere compliments, on the other hand, are powerful. Once we make it a priority, opportunities to give compliments abound. Often customers will have pictures of their favorite hobby, adventure, or photographs of their family posted in their office.
Compliments. Most customers will sense false flattery. Don't do
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