Telesalestips for the week 13-09-99

Rapport Building

What is Rapport?

Rapport is simply a relationship which is build between the customer and
the salesperson at the beginning of the presentation. It helps the
person you're communicating with meaning and intent in the things you
say. It helps the other person to feel comfortable with you and create a
feeling of warmth and understanding. In selling, rapport helps your
customer feel that what you're saying is aimed directly toward his
particular needs and desires.Without rapport you can't build a
relationship. If you can't establish rapport with your customer your
chances are you won't make a sale. You must be very careful when you
build your rapport.

You should always treat the customer the way they want to be treated.
Also we have to be very flexible. When we present ourselves to our
customers the best way to generate rapport is to genuinely and sincerely
care about what your prospect needs or wants. You may have all the
skills in the world but if you don't care about the person you are
dealing with you can't build a proper rapport. Some times the customer
may not be articulate, he may have problem with the language but you
need to be sincere and show that you value him for what he is. Your
customer may present objections about the product or service your are
selling or even doubt about your sales abilities, but if you strive to
hear the truth, you will avoid misunderstanding in the future.

Never interrupt the customer when he is talking. Try to listen intensely
so you understand the situation from the customer point of view. Though
you may think you already understood his concern it is not actually what
he says that is important it is the process he goes through to say it.
Try to understand the thoughts behind the customer word. Keep in mind yu
are really dealing with perceptions, not just facts. You should respect
every comment your customer makes. The best way to build rapport is to
listen to your customer for the first 3 minutes and mentally record
everything you hear. Listen to his word inflection patterns, the length
of his sentences, even how he makes out key words.This information will
help you sell better by duplicating his voice pattern. Once you have
established rapport it is very easy to persuade your customer to buy
your product or Service.


Sales Thought of the week

By catching your thoughts right at the beginning your mind can function effectively. W.Saga.

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