Rapport is king

fo ser-r- soMETHrNc to someone, anything-a car, a load I of lumber, an idea-the buyer must trust and like us. As salespeople, we are asking for customers' trust. We are asking for their money. Their job performance and their business's performance are influenced by the strength of their relationship with us. Sales demands that we become experts at rapport building.

On the phone or in person, we must have a smile on our face. I'm not talking about a Bozo-the-Clown type of sn-rile. Use your natural smile. If you are a smile-once-a-year rype of person, use that one. If you find it difficult to smile, buy a mirror and put it in front of you (phone sellers only).

It is important that we act as if we are enjoying ourselves. Many sellers sound as if they are pushing a bag of rocks up a hill and can't figure out why the customer doesn't want to join (have rapport with) them.

We can pick up a running chainsaw from one end or the other. The handle is better. The same with humans-use their name. Don't overdo it, but do it. It's simple, but it's magic. Very powerful at introduction and closing.

Use the "throw-awaytt comment

Customers often say things that have nothing to do with the business at hand. This is a rapport opportunity. They may not know it, but they want us to follow up. Example:

Grumpy customer: "You again. What do you want? I'm busy, tired-slept horribly last night. We got 10 trucks going out this morning and I can't be messin' with another salesperson. So, WHAT DO YOU WANT?"

Us: "I've got some deals that are going to fit your inventory like a gfove. Before we get to that, why didn't you sleep well last night?"

Grumpy: "My granddaughter, Isabel, went into the hospital last night with pneumonia. She'll be okay, but... anyway, what about those deals? They're probably not worth anything, but what are they?"

Mix and match

Our customers have a rhythm to their speech. We must match them. Volume, speed and tone-serious or light-all matter. When we are in sync with our customers, they will relax. If not, it is impossible to build rapport. They might buy our deal because it is the cheapest, but we are not building a business partnership with this customer. In competitive situations, we will always lose to our rappol-t-building opponent.

Interruptions kill rapport

Why do salespeople interrupt customers? They are nervous-usually afraid of the no.

They think they know what the customer is going to say. If we know what the customer is going to say, even better, relax and make them feel listened to. (People won't listen until they have "emptied their basket." Sometimes they will even exhaust themselves to the point where they say something like, "Okay,I'm done. What have you got for me?")

Other hints on interrupting:

. Leave a space at the end of the customer's sentence. Many will restart if we give them a chance.

When the customer interrupts us, stop talking. If they are excited enough to interrupt us, let's hear them out.

. When the customer makes a noise, stop talking. Many people make noises (grumbles, harrumphs, mumbles, etc.) before they begin to speak.

. If we interrupt an objection, it is still there, but now we cannot overcome it. The interrupted objection cannot be overcome.

Do not waste rapport-close

When our customers use our name, laugh or smile with us, directly or indirectly tell us something personal. ask questions. or interrupt us (strange but true), rapport is built. And. it is time to start closins.

Rapport building and closing is the one-two power combo of the master seller. When customers feel trust, they want to do business with us. Once we have built rapport, ask them to ond thcv will.

James Olsen Reality Sales Training

By f ay Tompt