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  • 1. Rapport Define Rapport Identify ways build Rapport Use sensory language Use the 4 A’s Practice Rapport behaviors
  • 2. RapportDictionary (OxfordAmerican) defines rapporthas a harmonious andunderstanding relationshipbetween people.
  • 3. RapportOften times we hear terms like being “in Sync”-“in tune”. Developing a relationship built on trust.
  • 4. Rapport Rapport is also defined as providingassurance and acknowledging a customer.Having a “harmonious relationship” with another person; feeling a connection! That is being in rapport.
  • 5. RapportWhy is this important to us as Advantage Agents? Customer Loyalty Repeat Business Increased Revenues Job Security Opportunities Growth
  • 6. RapportEstablishing Rapport (Trust) sets a positive impression (tone) for the rest of the contact…. Let us talk about our tone-
  • 7. Ways To Establish “Instant” Rapport: People often decide right away if they want to dobusiness with you. The first few seconds of the contact are critical. Present yourself as: Positive Professional Personable
  • 8. RapportVoice or Tone and Tempo: One way is to match your customers rate of speech.
  • 9. Rapport If the customer is:AngryFriendlyNatural or CalmBurdened or StressedFrantic in a hurryHappy
  • 10. Rapport If the customer is:Angry ASSURING/CONCERNEDFriendly CHEERFULNatural or Calm NATURAL/CALMBurdened or Stressed SYMPATHETICFrantic in a hurry ASSURING/CONCISEHappy HAPPY
  • 11. Rapport Sensory language: VISUAL: I SEE WHAT YOU MEAN…. : BRIGHT IDEA……….. : SHOW ME HOW…. : IT‟S NOT CLEAR YET…….: I DON‟T SEE… AUDITORY: I HEAR THAT….. : SOUNDS GOOD….. : TELL ME AGAIN….. : IT JUST CLICKED…… : YES-IT RINGS A BELL KINESTHETIC : IT FEELS RIGHT….: I„VE GOT A ROUGH IDEA…. I CAN HANDLE THAT………. : WONDERFUL NEWS…. : GREAT…. FANTASTIC………….
  • 12. RapportThe Easy Rapport Step here is - USE the same/similar KEY words -The customers use.This way we are using the same speak! Technique is called Mirroring…
  • 13. Rapport Shows we are Listening: In all we do, the skill of listening is so important. When we hear what a customer issaying we‟re saying, “I value you.”and “I am paying attention to you”.
  • 14. RapportSpend 80% of the time listening and 20% talking. Takes interest by listening, takenotes. Give feedback to show you‟re listening.
  • 15. RapportBy learning and using the 4 A‟s formula.  Assure  Acknowledge  Affirm  Appreciate
  • 16. Rapport Assure Acknowledge Affirm Appreciate
  • 17. Rapport  ASSURE: I assure you we can solve this Everyone likes to know you can help them.ACKNOWLEDGE: I can help you… Note:ALWAYS ACKNOWLEDGE THE CUSTOMER‟S OPENING STATEMENT
  • 18. Rapport AFFIRM: That is a great choice! AFFIRMING ON THE PERSONAL LEVEL CAN BE A COMPLIMENTSUCH AS “I LIKE YOUR SENSE OF HUMOR, (be sincere). APPRECIATE: Thank You for your patience…or I appreciate your patience, thank you!
  • 19. 4 A’s recap.. Assure Acknowledge Affirm Appreciate
  • 20. Rapport Defined Rapport Identified ways build Rapport Use sensory language Use the 4 A’s Practice new Rapport behaviors