Category Archives: building rapport
Building rapport is a fundamental component of any client or prospect interaction. However, it still tends to get overlooked, even though it is a key element in establishing and expanding relationships. Rapport is the first step in Relating, which with Presence, Questioning, Listening, Positioning, and Checking, forms Richardson’s Six Critical Skills for effective client dialogues.
Building rapport is where sales professionals break the ice with prospects. Because this is often associated with chitchat and social graces, few sales professionals really prepare when building rapport. They take the Popeye approach: “I yam what I yam.” As a result, they miss the opportunity to differentiate themselves and make an important connection.
Building rapport with a sales prospect can be established or thwarted in minutes. And, contrary to popular belief, it is not all about being warm and fuzzy. Sometimes you are able to break that wall down, and sometimes you cannot, but I always try. It can be difficult when you don’t have a genuine connection with clients. How many times are you going to talk about the weather? You also don’t want to sound bored or like you are faking conversation.
This does not mean that without rapport, you will never win the business. It just makes interactions more difficult or awkward. You risk not having a champion, so there will be no one to advocate for you on the client side.
How do you win over clients if » Continue Reading.
Building Rapport Creates Long Lasting Connections
I have been working with a prospect over the past few weeks, and it has been a good journey. She is not even a confirmed client yet, but I am extremely excited about the possibilities. What makes me so optimistic, either for the short-term opportunity or a future relationship, is how we connected instantly.
There are different ways to build rapport. On a personal level, building rapport can be accomplished by developing commonalities in life: living in the same town, having the same vacation experience, what someone reads like articles or a newsletter, knowing the same people, etc. On a professional level, rapport can be built by simply giving free advice and making a genuine connection and being able to converse about similar interests. This can be as basic as a personal talk or just being sincere in your efforts about what is communicated to your prospects and demonstrating that you care about their needs and hope to become a true partner.
In the case of the prospect that I mentioned earlier, we did not have a personal connection at first. She had a clear need. She knew what she wanted to do, and she was doing everything the right way. Her next step was to choose a partner from the outside to come in and train her people.
Our connection came through an open and engaging dialogue. I listened closely to what she was saying, » Continue Reading.
In Part I of this series, I talked about the changing sales environment and how more buyers are buying than being sold. As a result, salespeople need to dig deep into buying motives to establish credibility and provide new ideas and insights to buyers.
One of the techniques that I used in my 30-year career in sales, including 15 years as a senior vice president of sales in the IT services industry, was to conduct a targeted dialogue with buyers. I would start by asking them to tell me about their top ten customers:
What are the common themes among their largest customers? Why do their customers continue to buy from them? Is it because of long-standing relationships, customer service, speed to market, or any other specific advantage? On the negative side, what about the top ten customers that left to go with a competitor? Are there any common themes among those who are gone?
Even though most buyers could not give good answers about their customers, I was able to gain credibility and position myself as a business partner who could provide value.
For me, it’s all about research and sales preparation before meeting with buyers. First, you have to know where they’re coming from, what’s going on with their company, who their competitors are, what markets they’re actively going after, and what the common problems are associated with these markets. You have to learn so much about » Continue Reading.