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Rapport Define Rapport Identify ways build Rapport Use sensory language Use the 4 A’s Practice Rapport behaviors
RapportDictionary (OxfordAmerican) defines rapporthas a harmonious andunderstanding relationshipbetween people.
RapportOften times we hear terms like being “in Sync”-“in tune”. Developing a relationship built on trust.
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.
RapportWhy is this important to us as Advantage Agents? Customer Loyalty Repeat Business Increased Revenues Job Security Opportunities Growth
RapportEstablishing Rapport (Trust) sets a positive impression (tone) for the rest of the contact…. Let us talk about our tone-
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
RapportVoice or Tone and Tempo: One way is to match your customers rate of speech.
Rapport If the customer is:AngryFriendlyNatural or CalmBurdened or StressedFrantic in a hurryHappy
Rapport If the customer is:Angry ASSURING/CONCERNEDFriendly CHEERFULNatural or Calm NATURAL/CALMBurdened or Stressed SYMPATHETICFrantic in a hurry ASSURING/CONCISEHappy HAPPY
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………….
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…
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”.
RapportSpend 80% of the time listening and 20% talking. Takes interest by listening, takenotes. Give feedback to show you‟re listening.
RapportBy learning and using the 4 A‟s formula. Assure Acknowledge Affirm Appreciate
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
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!