Rapport

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  • Rapport

    1. 1. Rapport Define Rapport Identify ways build Rapport Use sensory language Use the 4 A’s Practice Rapport behaviors
    2. 2. RapportDictionary (OxfordAmerican) defines rapporthas a harmonious andunderstanding relationshipbetween people.
    3. 3. RapportOften times we hear terms like being “in Sync”-“in tune”. Developing a relationship built on trust.
    4. 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. 5. RapportWhy is this important to us as Advantage Agents? Customer Loyalty Repeat Business Increased Revenues Job Security Opportunities Growth
    6. 6. RapportEstablishing Rapport (Trust) sets a positive impression (tone) for the rest of the contact…. Let us talk about our tone-
    7. 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. 8. RapportVoice or Tone and Tempo: One way is to match your customers rate of speech.
    9. 9. Rapport If the customer is:AngryFriendlyNatural or CalmBurdened or StressedFrantic in a hurryHappy
    10. 10. Rapport If the customer is:Angry ASSURING/CONCERNEDFriendly CHEERFULNatural or Calm NATURAL/CALMBurdened or Stressed SYMPATHETICFrantic in a hurry ASSURING/CONCISEHappy HAPPY
    11. 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. 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. 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. 14. RapportSpend 80% of the time listening and 20% talking. Takes interest by listening, takenotes. Give feedback to show you‟re listening.
    15. 15. RapportBy learning and using the 4 A‟s formula.  Assure  Acknowledge  Affirm  Appreciate
    16. 16. Rapport Assure Acknowledge Affirm Appreciate
    17. 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. 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. 19. 4 A’s recap.. Assure Acknowledge Affirm Appreciate
    20. 20. Rapport Defined Rapport Identified ways build Rapport Use sensory language Use the 4 A’s Practice new Rapport behaviors

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